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You may be charged for International Day Pass even if you do not use it

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Teacher

You may be charged for International Day Pass even if you do not use it

I signed up for international day pass as I planned a trip from US to Denmark.  I used this plan in the past, and I never had any issues.  This time, I was charged for 2 days when I did not make any call or used messages.  After 30 min with customer service one charge was credited back as nothing was found on on AT&T call and text logs that could trigger a charge.  The other one is still on me as ATT&T logs show as if I checked my voicemail, which is not true.  My phone logs show no calls on that day, the day before and the day after.  The representative told me that even if someone leaves a voice message, which I did not check, I have to be charged.  Wow!  I asked to connect me to the supervisor and after 10 minutes on hold I gave up.  The only thing that the representative was happy to do immediately was to connect me to cancellation team if I am not happy with AT&T.  And I am not, indeed. Why should I pay for the service that I did not use?

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Message 1 of 49
Administrator

Re: You may be charged for International Day Pass even if you do not use it

Hello @GoodEvening,

 

We'd be more than happy to provide you with some more details about receiving voicemails internationally. Standard voicemail messages received when roaming outside of the U.S. are charged at international roaming calling rates, based on the international roaming feature on your account, or if you have not selected a feature, pay-per-use rates will apply. You are not charged for checking your voicemail messages while you're outside of the United States, but because you received a voicemail while International Day Pass was the international roaming feature on your account, this charge came from the voicemail that a caller left for you while you were traveling. Let us know if you have any further questions or concerns.

 

Sean, AT&T Community Specialist


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Message 2 of 49
ACE - Sage

Re: You may be charged for International Day Pass even if you do not use it

It’s in the FAQ

https://www.att.com/offers/international-plans/faq.html

 

  • How am I charged for receiving voicemail messages while roaming internationally?

    When receiving standard voicemail messages:
    Standard voicemail messages received when roaming outside of the U.S. are charged at international roaming calling rates, based on the international roaming feature on your account, or if you have not selected a feature, pay-per-use rates will apply.

    When receiving Visual Voicemail messages:
    Visual Voicemail messages received when roaming outside of the U.S. are charged at international roaming data rates, based on the international roaming feature on your account, or, if you have not selected a feature, pay-per-use rates will apply.

(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.
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Message 3 of 49
ACE - Expert
Solution
Accepted by (Former Employee)
Accepted by beckyww
‎08-13-2018 9:57 AM

Re: You may be charged for International Day Pass even if you do not use it

@GoodEvening If your phone rings, it is possible to get charged a minute and trigger the daily charge even if you don’t answer the call. The longer the phone rings, the greater the chance of being charged. This all depends on the foreign carrier and whether they charge or not. Letting the call go to voicemail increases the chances of getting charged. Data use can also trigger the daily charge. The only way to guarantee not to get charged is to leave the phone in airplane mode.

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Message 4 of 49
Teacher

Re: You may be charged for International Day Pass even if you do not use it

@lizdance40@sandblasterThank you for your comments.  

My own experience and posts on this and other forums have taught me a lesson: day pass plan with ATT can be a trap. Other options should be considered carefully.

 

@sandblaster"If your phone rings, it is possible to get charged a minute and trigger the daily charge even if you don’t answer the call. The longer the phone rings, the greater the chance of being charged." 

From what fine print did you get this information? Here is what att.com says (on 08/17/2018):

Use and assessment of fee: Once you add this option to your device, the first time you use data or voice, or send a text message in an International Day Pass (IDP) country, you’ll automatically be charged a $10 daily fee. The fee covers additional data, voice, or text messages sent for 24-hours from the initial use in any IDP country during that period.

You’ll be charged an additional $10 fee for all subsequent 24-hour periods in which you use data or voice, or send a text message on a device set up with International Day Pass in an IDP country until you cancel the service.

 

There is nothing about the number of rings. I interpret YOU in "you use data or voice" as the customer.  My phone logs show that I (the customer) did NOT use the service, but yet I have been charged just because someone dialed my number and left a voice message. My bad: I did not count the rings. I realize that ATT is not a charity, and they want to make money.  However being non-selective about how to do it will not improve the reputation.

Message 5 of 49
ACE - Master

Re: You may be charged for International Day Pass even if you do not use it


@GoodEvening wrote:

@lizdance40@sandblasterThank you for your comments.  

My own experience and posts on this and other forums have taught me a lesson: day pass plan with ATT can be a trap. Other options should be considered carefully.

 

@sandblaster"If your phone rings, it is possible to get charged a minute and trigger the daily charge even if you don’t answer the call. The longer the phone rings, the greater the chance of being charged." 

From what fine print did you get this information? Here is what att.com says (on 08/17/2018):

Use and assessment of fee: Once you add this option to your device, the first time you use data or voice, or send a text message in an International Day Pass (IDP) country, you’ll automatically be charged a $10 daily fee. The fee covers additional data, voice, or text messages sent for 24-hours from the initial use in any IDP country during that period.

You’ll be charged an additional $10 fee for all subsequent 24-hour periods in which you use data or voice, or send a text message on a device set up with International Day Pass in an IDP country until you cancel the service.

 

There is nothing about the number of rings. I interpret YOU in "you use data or voice" as the customer.  My phone logs show that I (the customer) did NOT use the service, but yet I have been charged just because someone dialed my number and left a voice message. My bad: I did not count the rings. I realize that ATT is not a charity, and they want to make money.  However being non-selective about how to do it will not improve the reputation.


If you merely hadn't answered and the caller hung up, you would have a point. In your case, though, YOU (the customer) did use the service, specifically, the voicemail feature. 

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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 6 of 49
ACE - Expert

Re: You may be charged for International Day Pass even if you do not use it

@GoodEvening It really has nothing to do with the number of rings. It is totally dependent on the foreign carrier and whether they charge a minute for the call or not. Most unanswered calls do not get charged by most carriers but it is a carrier by carrier thing, which ATT has no control over. If the foreign carrier reports the call usage, then ATT bills for it.

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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 7 of 49
Teacher

Re: You may be charged for International Day Pass even if you do not use it

 
 Thank you for
 this verification:
"In your case, though, YOU (the customer) did use the service, specifically, the voicemail feature." 
I wonder how you arrived at this conclusion.  You must know something about me that I do not.  To the best of my knowledge, I did NOT dial ANY number during my trip, including voicemail. Actually, my bill included 2 charges.  AT&T support, after 20 minutes on the phone, was unable to find any record showing usage of the phone, and they rolled one charge back: "it was a glitch in the system". Passing system glitches on the customer does not look like a very reputable business model, if they care about reputation at all.
Message 8 of 49
ACE - Master

Re: You may be charged for International Day Pass even if you do not use it


@GoodEvening wrote:
 
 Thank you for
 this verification:
"In your case, though, YOU (the customer) did use the service, specifically, the voicemail feature." 
I wonder how you arrived at this conclusion.  You must know something about me that I do not.  To the best of my knowledge, I did NOT dial ANY number during my trip, including voicemail. Actually, my bill included 2 charges.  AT&T support, after 20 minutes on the phone, was unable to find any record showing usage of the phone, and they rolled one charge back: "it was a glitch in the system". Passing system glitches on the customer does not look like a very reputable business model, if they care about reputation at all.

Perhaps I misunderstood when you said, "The representative told me that even if someone leaves a voice message, which I did not check, I have to be charged"

 

Answering a call is usage as much as making a call is. If you answered a call, even with voicemail, you used the service. It's not that you "have to be charged," you ARE charged for using the service. 

 

If no one called and left a message, then I agree you shouldn't have been charged. 

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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 9 of 49

Re: You may be charged for International Day Pass even if you do not use it

My wife and I have had this same issue (last year and this year).  We were in the UK for 3 weeks and used the international day pass a total of 4 times.  Those were the ONLY times we turned data roaming and cellular data on.  Other than that we were on wifi (including wifi calling).  We were charged 18 times (even while on the plane).  I called CS and initially they said they could not give us a credit.  That was not acceptable.  After over 45 minutes on the phone or hold, he came back and "offered" a credit for all but 6 charges (even though we used it 4 times).  

 

We are very aware of how this service works and know that our phones had data off until we needed the service.  Other than that we were on wifi.  I have been a customer for 15 years and this kind of stuff is maddening. It happened last year as well but they credited the entire amount that was wrong.  This is the kind of stuff which makes me want to switch service.  I would urge ATT to listen to their customers about erroneous charges (and then not try to sell other services while we are on the phone). 

 

Message 10 of 49
ACE - Expert

Re: You may be charged for International Day Pass even if you do not use it

@daninMichigan On the days you were incorrectly charged, what usage triggered the charge? Being on WiFi does not stop being charged for calls or texts if your phone is still connected to cellular service. You said you had data roaming off but you didn’t mention airplane mode. Data or data roaming off only stops data charges. If your phone was connected to a foreign cellular service, those charges may have been legitimate.

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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 11 of 49
ACE - Sage

Re: You may be charged for International Day Pass even if you do not use it

Airplane mode  

Especially in the plane.  Many airplanes have satellite cellular that is not covered by any plan AT&T has to offer.  

As much as people made a fuss about AT&T adding this option, I never saw it as a good deal.  (Especially after the taxes)  It’s not a good fail safe.   I see passport as a good fail safe against high charges if that’s the goal.  Day pass is only a bargain if you must use your locked phone a ton in another country (like business trip). 

 

(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 12 of 49
Teacher

Re: You may be charged for International Day Pass even if you do not use it

@daninMichigan: Unfortunately, after many years with ATT, I have to admit that for me it is time to shop around for a different provider. I do not want to idealize the alternatives, but ATT seems to be too unscrupulous in choosing the way of improving their cash flow.  I am sorry for those ATT customer service employees and volunteer supporters who carry out the Orwellian task of convincing customers that wrong is good.

Message 13 of 49

Re: You may be charged for International Day Pass even if you do not use it

I just had the same issue: turned off cellular and only used wifi for four days while abroad. Spent 90 minutes on chat today to only keep hearing, "the system shows message, so the network was on." I kept saying, the cellular was off and I could not send messages outside of wifi. Then they would say, "your phone was being used." I said of course my phone was being used, but I only used it when I had wifi. They just want to charge me the international day pass of $10/day. It's unethical.

Message 14 of 49

Re: You may be charged for International Day Pass even if you do not use it

It is insanely frustrating and I never get any real help from their cs. Makes me want to switch carriers honestly
Message 15 of 49
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