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Charged for international calls I did not make!

Charged for international calls I did not make!

I got an alert for a 13.00 charge on my bill for a 7 min international call I did not make. I called and was told I had to pay it because it came from my phone. I know I didn’t call France, Is there anyway for Att to ping where(location) call was made? I was told by the supervisor Lizzy in Davonport, IA there was nothing she could do, she could not call or email her regional manager, or give her regional manager email. She then told me I’d be defrauding the company if I got a 13.00 credit for unsatisfactory customer service. 

Since our conversation I have emailed the cooperate regional manger, CC the Human Resources director as well. 

I’m at a loss I didn’t call France never once had there been an international call in 5 years on my bill. I’m even more concerned that call center supervisors don’t have a regional supervisor? 

 

Thanks. 

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Message 1 of 31
Administrator

Re: Charged for international calls I did not make!

Hello @Kettering1021,


It can be concerning to suddenly see a $13 charge appear on your bill due to an international call.  I will be more than happy to help!


I would love the chance to look closer into your account to see what is going on with the call to France. I will be sending you a private message to your Forum’s Inbox.  Please keep an eye out for my message!


Looking forward to working with you! Have a wonderful day!


Katie, AT&T Community Specialist  


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Message 2 of 31
Tutor

Re: Charged for international calls I did not make!

On March 5, 2018 I was charged $989.92 for 25 calls made to Slovenia. I never made those calls and I never make international calls. These charges are completely bogus and no one at AT&T will help me. My bill is usually $150 and now it’s $1432. It’s insane. They want me to change my plan to an international plan so they can re-rate the calls. They want me to pay for calls I didn’t make and no one wants to help me. 

Message 3 of 31
ACE - Expert

Re: Charged for international calls I did not make!

Have you looked at your usage reports?   

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 31
Tutor

Re: Charged for international calls I did not make!

Yes, I looked at the calls that were placed on my usage bill. One call was placed at 7:00am for 18 minutes and then two more calls were placed at 7:01 for 17 and 13 minutes. It continues in this pattern for 2 more hours. All while I was getting ready for work and teaching. 

 

On March 5, 2018 I was charged $989.92 for 25 calls made to Slovenia. I never made those calls and I never make international calls. These charges are completely bogus and no one at AT&T will help me. My bill is usually $150 and now it’s $1432. It’s insane. They want me to change my plan to an international plan so they can re-rate the calls. They want me to pay for calls I didn’t make and no one wants to help me. 

Message 5 of 31
ACE - Master

Re: Charged for international calls I did not make!


@Robyn9 wrote:

Yes, I looked at the calls that were placed on my usage bill. One call was placed at 7:00am for 18 minutes and then two more calls were placed at 7:01 for 17 and 13 minutes. It continues in this pattern for 2 more hours. All while I was getting ready for work and teaching. 

 

On March 5, 2018 I was charged $989.92 for 25 calls made to Slovenia. I never made those calls and I never make international calls. These charges are completely bogus and no one at AT&T will help me. My bill is usually $150 and now it’s $1432. It’s insane. They want me to change my plan to an international plan so they can re-rate the calls. They want me to pay for calls I didn’t make and no one wants to help me. 


Did you look at your call history on your phone?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 31
Tutor

Re: Charged for international calls I did not make!

Yes I checked the usage report against my phone’s call history and the calls to Slovenia were not made from my phone. 

Message 7 of 31
ACE - Expert

Re: Charged for international calls I did not make!

File an FCC complaint with copies of your bill.  Then ATT will come to you.

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 31
Tutor

Re: Charged for international calls I did not make!

Thank you for the suggestion; I will file a complaint as soon as I hear the verdict of the investigation that AT&T is apparently going to do. I spent over an hour on the phone on Friday with an AT&T rep and nothing got resolved. I spent another hour and a half today with an agent and the only thing she could do was to ask someone to investigate it. I asked if I would still need to pay the $1400 bill which is due on the 12th of April, and she said yes. I can't believe how insensitive they are. I budget $150 for my phone bill and now its almost 10 times that amount. She said she would ask for the case to be resolved by the 11th, but I have very little faith that they will resolve this case in my favor. I am so disappointed with AT&T's customer service department. 

Message 9 of 31
Highlighted
ACE - Expert

Re: Charged for international calls I did not make!

Send a written letter of dispute 

IF YOU DISPUTE ANY CHARGES ON YOUR BILL, YOU MUST NOTIFY US IN WRITING AT AT&T BILL DISPUTE, 1025 LENOX PARK, ATLANTA, GA 30319 WITHIN 100 DAYS OF THE DATE OF THE BILL OR YOU'LL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO PARTICIPATE IN ANY LEGAL ACTION RAISING SUCH DISPUTE.

And don’t wait till the 12th.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 31
Tutor

Re: Charged for international calls I did not make!

OMG! This exaclly happened to me this month. They charged me for 3 international calls I have never made, in the amount of $91. I called to dispute. They “generously offered” to credit me back for $45. This is unacceptable. I’m leaving ATT, the whole package: TV, internet and Mobile. Can not wait for the case to open and they get sued for this. Unacceptable. 

Message 11 of 31
Tutor

Re: Charged for international calls I did not make!

Thank you @Kettering1021 , @Robyn9 and @lizdance40. I will file a complaint with FCC. 

 

@Robyn9 and @Kettering1021 - I’m going through the sam exact thing. Luckily, the charged me “only” $91, compared to you. They are claiming I need calls to: Australia, Slovakia and Portugal, on 3/23/18 at 11:32 AM and 11:33 AM. At that time, I was actually at the meeting with 9 people in the office, having my phone next to me. ATT manage (Anya AT843A) said she was going to escalate this and have someone look into this and call me back in the next 10 business days. I’m set up auto pay, so I already payed. Again, this is rediculos and unacceptable. I hope this gets resolved for all there of us and any other customers that might have been impacted. 

Message 12 of 31
Tutor

Re: Charged for international calls I did not make!

@Robyn9, did it get resolve yet?

Message 13 of 31
Tutor

Re: Charged for international calls I did not make!

@Missbol

 

I'm sorry to hear that happened to you, too. 

I did not end up filing a complaint with the FCC. I ended up being very persistent and finally got through to the Fraud Department. I told the awesome lady at the Fraud Department my situation and that the customer service reps had put in a ticket for it to be looked at. She told me that the customer service department should have sent me straight over to the Fraud Department from day 1. Anyway, she looked into it for me while I was on the phone with her and discovered that someone hacked into my online account and added international calling and used my number to make those calls. She could see it wasn't me and reversed all the international charges (thank goodness!). She even made sure that she put extra security on my account to help me in the future. She was awesome, and quite honestly, the saving grace at AT&T. Try calling the direct fraud line and tell them about your situation: 8778445584. She even told me when to call so that I don't have to wait in line for hours (weekends right as they open between 8am-10am.). 

 

Good luck!

Message 14 of 31
Contributor

Re: Charged for international calls I did not make!

Thank you for this info. I am so glad we are not alone in this situation because we are freaking out.  We received our bill in the mail yesterday. $1200.00 in international call charges from my husbands phone while he was working. We called AT&T and he went to a store and both told him basically he was a liar because there is no way someone hacked and was able to call from his phone except him. The calls were to Chad Africa, the Dominican Republic and Morocco and all made on St. Patricks Day. Did you have an extension for this AT&T angel? I have been on the phone with the fraud department for almost an hour on hold and I want someone to resolve and not give me the run around. This is also very scary to think several calls were made to these countries where we don't know a single person. We are told we are responsible and we don't have the money for this and not wanting to change our numbers we have had for many years.

Message 15 of 31
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