Complaint Review: AT&T - Dallas Texas

I went overseas in March of 2018. Prior to leaving, I contacted my wireless carrier, AT&T, to inquire about data packages to add to my existing plan to use my service while out of the country.

I spoke to a customer service representative who detailed to me a data plan that I could add to my service to provide "unlimited" data while traveling. I added the service to my plan.

Upon returning, AT&T sent me a bill for overage charges - about $400.00. I promptly called AT&T to resolve this matter, as I believe it was a mistake.

I spoke to another customer service representative who informed me that the original rep I spoke to had misinformed me, but that I could dispute the overage charges and have them removed from my bill. I filed a dispute, and was informed that AT&T would contact me within 10 business days with a response.

Weeks go by, and I received no communication from AT&T. I contacted Customer Service again to inquire about the status of the dispute. I was informed that AT&T had not yet issued a decision, but that I could file another dispute to expedite the process. I was also informed on this call that I did not have to pay the overage charges while the amount was in dispute.

More time goes by, and late charges start to accrue. I received no communication from AT&T and the bill was nearing $1,000. I reached out to the company again to inquire about the disputes, but also to arrange a payment agreement to pay down the bill as the total amount had become much too high for me to pay all at once.

I spoke to AT&T's billing department - I was informed they would not be able to allow me to pay down the bill overtime and that the total amount was due all at once, but that once again, I could either file another dispute, enter into arbitration or contact customer care.

I reached out to several department heads, managers, and customer service representatives to complain about this dispute process, and resolve the outstanding balance.

I received different answers each time - some customer service representatives advised "waiting it out," others advised filing more disputes.

Finally, the bill has reached more that's $2,000 and AT&T has cancelled my service,threatening collections actions.

I have worked tirelessly for the past year to resolve this issue with AT&T, all the while they have not provided me with a workable solution to resolve the bill.

The overage charges are the result of being initially misinformed by their customer service representatives, and they have not acknowledged this initial issue was their fault. Further, I have reached out to AT&T in several attempts to resolve the bill by asking for entering into at least a payment agreement, but they have refused to work with me on this, even though this matter is their fault.

Further, the late fees and cancellation fees are the result of their negligence in handling the dispute process in a timely manner, and having under informed customer service representatives provide me with misinformation, causing confusion, stress, and a lot of lost time.

I would like for an organization to help resolve this matter. I do not wish for this issue to be resolved in a collections process, as I've done everything that I can as consumer to be responsible, responsive and proactive in informing AT&T's channels of customer service and billing about the ongoing issue with my account, but never received any helpful or accurate advise, assistance, or resolution.

I would like for an organization to interface with AT&T to present this information and impress the importance of treating their customers with dignity and respect, and to acknowledge their fault in this matter, to remove the erroneous overage and cancellation fees, and to work as a organization to improve how they interface with their customers and public.