- Report: #1202462
Complaint Review: AT&T - Nationwide
-
Author Confirmed
Why?
AT&T
Nationwide, USA
Phone:
800-331-0500
Web:
www.att.com
Categories:
Business Rating:
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AT&T Customer service supervisor Non legitimate over charge and lying Carol Stream Illinois
I have 4 lines with AT&T wireless. My wife and my daughter travelled overseas during Dec holidays and new year for over a month. So they turned off the Roaming service to prevent any roaming charges. One day after their travel I suspended their lines entirely to prevent any possible charges and to reduce my monthly payment. When they came back home I called AT&T to activate their service after more than 33 days without service and to check my bill. Typically I pay round $168/mo when all lines are active. My bill came in $498!!!!!. I called AT&T and spent about an hour over the phone to discuss. They charged me 350 during their 1st day of travel on Dec 9th. AT&T supervisor apologized for the error and adjusted the bill to be $176 which is due on Jan 24th. I called again twice to check everything alright. I called on Jan 17th to pay my bill of $176 and I was shocked that my adjustemt is denied. I spoke to three associats without success. AT&T used to play this un ethical games on other incidents. For an example last Nov I got iPhone 6ht for my son to try out for 14 days and returned it back within the grace period to prevent any charges. Although I returned the phone they put additional charges of about $350 on my bill. After explanation they accepted to correct the bill. AT&T is untrusted they take advantage of busy families to put non ligetimate charges to rip off their customers. I need to pay only my due which is $176 or to withdraw from their service with penaly.
2 Updates & Rebuttals
Closed issue with ATT
#2Author of original report
Tue, March 17, 2015
the billing issue with ATT is resolved.
Angry Beaver
Western USA,Washington,
USA
Former Employee Tip
#3REBUTTAL Owner of company
Wed, March 04, 2015
I'm sorry to hear about your experience. If you were told that the adjustment would be made, it should have been. What happened was a new standard in issuing credits. Prior to the beginning of the year, most actual AT&T call center agents had authority to grant credits up to $100 without manager approval. And most managers would approve credits over $100, as long as there was no history of the same credits being issued prior.
That changed, and so we were crippled with limits. In terms of international charges, we were supposed to offer 25% of the charges up to 50%, no matter what. We were forced to haggle to get the customer to accept less. And, if there were ANY credit to the account in the prior 6 months, we were not allowed to issue any credits at all.
Every credit we issued was under review before it was applied to an account. Tenure no longer matters. Even if you were a loyal customer who wanted a $5 late fee waived, if you had any credits prior, you could not get that waived. I actually had to send a customer to retention because of that.
