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Tapoutade's profile

Contributor

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5 Messages

Thursday, April 6th, 2017 3:39 PM

Unfair charge, going to cancel my contract

Wennt to the uk for 2 weeks, except one 50 second phone call i left my phone in aeroplane mode with data turned off.apparently i used $447 of data, which is impossible as it never left aeroplane mode and data never turned on.spoke to customer service last night, very nice lady maricon L.she managed to reduce the charge to $82 dollars.im a manager/lead mechanic and know how this works.i asked for her manager as she couldnt remove the full charge.he told me 'the charge cannot be removed for data i used' problem i have is i didnt use any.basicly i have 2 lines and get 2 of the latest phones every year which puts my bill ove $200 a month. Right now im due a new phone, which i will get 2 of the best iphones, but if this charge is not 100% removed, i will pay my final bill and cancel my service and go else where as im out if contract. I have upgraded every year since 2012/2011, payin on average $3000 a year and this year we were going to add a 3rd line but there is no way im going to stay with att if this issue is not resolved quickly. If it is reseolved i will sign a new contract today. i asked thecustomer service manager for upper management/corparate contact info and he said he doesnt have a number or email which i find ridiculas.i run a corparate owned automotive garage and my regional managers contact info is right on the counter for customers and i do that because i back my work and word, have regular customers because i resolve petty issues like this without it goin to corparate and even though im the smallest shop in my district by alot, i am number 1 in our region for profit, 24% for the year and thats because i refuse to lose regular customers over things like this. I was told the charge cannot be removed and i know for a fact it very easily can as i deal with corparate and issues like this all the time. Me personally as a successfull manager would not lose a $3000 a year customer over 82 dollars, thats just insane. So i politely request the charge to be removed and if you are not autherized to do so id like to have contact info for upper management to tell them they lost a contract over $82 for a service never used. Thank you for your time, Adrian *****/Marissa [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Community Support

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230.7K Messages

7 years ago

Hello @Tapoutade,

 

Thank you for reaching out! I hope your visit to the UK was splendid. I am sorry to here there was data usage charges on your account. It would be my honor to help!

 

In order to investigate the charges, I will need to get some additional information. I am going to be sending you a private message to your Forums Inbox. You can check this using the envelope icon in the top right of your screen.

 

I look forward to working with you!

 

Brett, AT&T Community Specialist

ACE - Sage

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116.6K Messages

7 years ago

Here's where your story doesn't wash.  If your phone is in airplane mode, it doesn't know where it is and can't use any connections.  But you contradict yourself as you admit you tuned it on to make a call.  When you turned it on to make that call, your phone connected to a foreign network and did updates at $2.06 per megabyte.  

One customer to another, take responsibility.  Next time add a passport plan 

 

ACE - Expert

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16.5K Messages

7 years ago

@Tapoutade It's very possible that you used that much data in just a few minutes. 

 

200MB would cost you over $400, if it started updating apps (that's just four 50MB apps and many are much larger) in the background it could easily update those apps and that's not even factoring in e-mail, syncing photos and whatever else your phone might need to do in just a couple of minutes.  https://www.att.com/offers/international-plans/compare-options.html

 

That'd have to be a fast network to get that done so quickly, but my cellphone is often faster than my home network when I run tests. But even on something not super fast 41MB ($82) would be really easy to download that fast. 

 

Consider adding the international day pass next time, it's $10 a day for unlimited use of your current plan (only on the days you use it, only for one day and it's $10). If you don't use it at all, you cost would be $0. https://www.att.com/offers/international-plans/day-pass.html 

 

 

 

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