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Overage charges and customer service lies

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Overage charges and customer service lies

Today marks the second time I've dealt with customer service regarding some HUGE standalone wireless and mobile data charges that occurred within a 10 hour period. On August 6th, we called while it was happening, and after nearly 2 hours we were told that something definitely was not right and the overage charges would be taken care of.

 

Bill comes out, no credit. Most recent bill comes out, still no credit. So this time I use chat, because personally (and with good reason it seems) I prefer a record of what is being sent to me which you don't have with phone calls. Sure enough, I'm getting the run around, the rep back then didn't 'take care of it' and now they want me to go fight with tech specialists. If they needed to look it should have been done WHILE THE ISSUE was happening, not 6 weeks later!

 

So I'm putting this in writing here, because I'm not going to get hit with this mess while y'all get your crap straight. There is a charge of $250 plus taxes on my bill. I am NOT paying it until this gets straightened out. This is the third time in the few 6 months I've been with you that there's been billing related problems that I have to spend time sorting out. I switched from Sprint to save money, not to keep shelling out extra hundreds a month while the circus of monkeys babble lies at me!

 

*I am a trusted partner that is associated with AT&T, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 1 of 5
Employee

Re: Overage charges and customer service lies

not paying your bill will only get service shut off and credit ruined  however at&t does not read or monitor these forums were all just customers here same as you

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 5
ACE - Expert

Re: Overage charges and customer service lies


@rottiemama wrote:

Today marks the second time I've dealt with customer service regarding some HUGE standalone wireless and mobile data charges that occurred within a 10 hour period. On August 6th, we called while it was happening, and after nearly 2 hours we were told that something definitely was not right and the overage charges would be taken care of.

 

 


What was "not right?" Why do you think the overage charges are erroneous?

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*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 3 of 5
ACE - Sage

Re: Overage charges and customer service lies

@Constructive  Is correct.   If you don’t pay bill At&t will suspend your service, they won’t turn your service back on until you have a zero balance, and they will charge you a restoral fee on each line. 

     First we need to clear up your comment about a large amount of data posting in 10 hours.   Data is not recorded on your account live.  So it’s not like you could run around and look at everybody’s phone and shut all the data off and stop the data from being recorded on your account.  Typically data used during the day posts overnight, but can take up to 3 days to report all data to your usage reports. 

   Since you indicate that you have had a problem before, (same issue?) AT&T is not going to continue to credit for data overage again and again.  I’m sure that’s why your credit was denied. 

     It is extremely unlikely that AT&T is charging you incorrectly for Data Usage.    Not impossible, but it is far more likely it is something on your end it is causing the problem. You may have a defective phone, or an application which is acting abnormally and using excessive amounts of data. Sometimes it’s an incorrect setting on your phone. All these are your responsibility, and no carrier can control for you. 

     What you can do:  Proving a data overage did not happen is like proving to the IRS that you don’t owe them any tax money. You have to have records supporting your side of the accounting. 

 Since smart phones actually do keep a record which is independent of whatever carrier you are using, this is very easy to do.   Android smart phones actually have a built-in meter that keeps track by your bill cycle. You may have to set that tracking to make sure it is correct on the phone. iPhones do not have a meter that resets automatically, so you have to manually reset data statistics at the end of each bill cycle.

    Which device?   Since this is a repeat, you should be looking at which device AT&T is saying used and unusually large amount of data. If it is the same device both times it is far more likely it is a defect in the device or something on the device.    Look at which applications on the device. In settings on each phone data usage is tracked so you can see which application Used how much data during any particular bill cycle. Things like YouTube and Snapchat are quite common culprits with teenagers. With adults it is frequently a location-based service like mapping,  Video always chews up a tremendous amount of data. 

     If at the end of a bill cycle you can show that each of your devices used less data than AT&T claims by a significant amount take screenshots so that you can show AT&T that something is very wrong. 

 

 

(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.
Award for Community Excellence 2019 Achiever*
*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 5
ACE - Master
Solution
Accepted by topic author Associated Member
Accepted by rottiemama
‎09-20-2019 9:03 AM

Re: Overage charges and customer service lies

If you want to dispute the charges, this is how it's done:

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.

Award for Community Excellence 2019 Achiever*
*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.
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