Tutor
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2 Messages
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.
ATTHelp
Community Support
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232K Messages
6 years ago
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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Robyn9
Teacher
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7 Messages
6 years ago
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.
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formerlyknownas
ACE - Sage
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117.5K Messages
6 years ago
Have you looked at your usage reports?
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Robyn9
Teacher
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7 Messages
6 years ago
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.
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MicCheck
ACE - Expert
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14.3K Messages
6 years ago
Did you look at your call history on your phone?
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Robyn9
Teacher
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7 Messages
6 years ago
Yes I checked the usage report against my phone’s call history and the calls to Slovenia were not made from my phone.
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formerlyknownas
ACE - Sage
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117.5K Messages
6 years ago
File an FCC complaint with copies of your bill. Then ATT will come to you.
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Robyn9
Teacher
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7 Messages
6 years ago
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.
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formerlyknownas
ACE - Sage
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117.5K Messages
6 years ago
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.
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Missbol
Teacher
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7 Messages
6 years ago
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.
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