- Report: #554764
Complaint Review: AT&T Wireless - Internet
Reported By:
She-she -
Lemoore, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
AT&T Wireless
P.O. BOX 30459 Internet, United States of America
Phone:
1-800-331-0500
Web:
AT&T.com
Categories:
Business Rating:
(0)
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AT&T Wireless Company charged me international roaming , after their customer representative misinformed me that using their wireless cell calling from Guam to usa and vise versa is included in our plan. Internet
Hello my complaints is this ; my husband is in the military (msc)and port home is in virginia, at&t charged us of nationwide roaming because it's not included in the plan , representative offer me to change my rate plan to anytime family talk 700 from my old rate plan that nationwide roaming is included. So in short my new plan included nationwide roaming.
Last year of December my husband ship was in Guam , since I was not sure if Guam is included in my nationwide roaming ( thinking that guam is part of U.S.A. still I called representative just to be sure ) and I talked to the representative asking if I need to do something because my husband is in Guam , I told him that I don't want to get bill so high , he said that Guam just like puerto rico and virgin islands is included and don't need to do anything included in the plan, and I asked twice and he confirmed twice.
Now I got my bill and they charged me 1, 741.25 , I talked to the representative and they connected me to their international dept. I talked to stephanie and at the first word in her mouth without checking my account " I am sorry these charges were valid " upset I asked for a manager, wait for awhile and Miss latoya talked to me , and informed me that, representative wrote down "that he informed me that there's no charges calling from here but not from guam calling united states because my husband's phone will be charged of international roaming. ( I am just wondering if he said that why he did not offer international call?) in a first place I won't sign up , I rather do prepaid .
In short , I need to pay this charges because of representative wrong information, this is so unfair , in a first place being a consumer no one that crazy to spend this much just for long distance if there's prepaid , my husband is in the nayv for 20 years and he knew ways to call prepaid and available option, we will never use our cell phone from at&t if that representative give us right info. PLEASE, PLEASE help us this company will just take our money , they can check all our history we are good customer and my bill never get high above $500.00.
PLease..thank you
1 Updates & Rebuttals
Customer_Rep_27
United States of AmericaInternational Roaming
#2UPDATE Employee
Fri, January 29, 2010
It depends on what plan you had as to whether or not Guam is included in the calling plan. It is in the new plans, however it sounds like you are on an expired plan- one that is no longer available and did not include Guam. If you has changed your plan then you would probably not be charged for those calls. They only way we can give a credit that large however is to file a request with another department whose going to want to know what preventative action was taken to avoid these charges in the future. If you are not willing to take that action then you will not recieve credit, plain and simple. If the plan was not changed or world traveler was not added then we can't give you credit because we have no way of knowing if this will happen again and you again call in and want credit. Also if your husbands in the military, he can have his phone put on a military suspend- means the line is suspended for up to 18 months and will not be charged and monthly recurring charges until he is back in the states and is reactivating the phone- and get him a prepaid phone to use from that area that will not charge international roaming. However, keep in mind even with that prepaid phone, if you are calling him and you're in the US using you're AT&T phone, that is international long distance and you will be charged accordingly. And it won't help your cause if you state to the rep that you "are a very good customer" or "a very loyal customer." After hearing that, we stop listening and you are not getting anything. Remember, most credits are given at the rep's discretion, if you are rude, nasty or yell and scream, chances are your not going to get credit. And never EVER tell a rep you DESERVE a credit, or we WILL give you a credit, because that will seal it right then and you will NOT get it.
