Subject: AT&T Account ***********I writing this letter in hope that it will help AT&T u...

GetHuman699767's customer service issue with AT&T from May 2018

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The issue in GetHuman699767's own words
Subject: AT&T Account ***********I writing this letter in hope that it will help AT&T understand my frustration and reconcile the problem that I am having before I give up and go to another carrier. I have been with AT&T for over ** years, ever since mobile phones first came out.*My problem started on April **th when I called and asked an AT&T Customer Service Represent if I would be incurring any additional costs in using my phone in Canada. I told her that I was planning on being there for * days. She told me that my plan was covered for use in Canada and Mexico.**After landing in Toronto Canada on May *st I received the following e-mail: “Courtesy Message - We just want to let you know that you have exceeded $***.** in international data overage charges for ***.***.****. Your data service may be interrupted if usage continues.” I called AT&T (***) and waiting for several minutes before being able to talk to another Customer Service Represent. I told her of the message that I had just received and my discussion with the previous Customer Service Represent. She said that information was wrong and there were charges for data in Canada and that the previous Customer Service Represent would be trained. I asked to speak to a supervisor and told her of my situation. She said that she would fix it so that there wouldn’t be any charges.**On May *nd I received another message saying the following: “Courtesy Message - We just want to let you know that you have exceeded $***.** in international data overage charges. Your data service may be interrupted if usage continues.” Again I called AT&T and waited to speak to another Customer Service Represent. I told this person my dilemma and she said that the supervisor who was suppose to fix my problem didn’t and that she would take care of it. She said that she was going to switch me to the **G plan, which included data in Canada and that I would only have to pay the difference of $**.**. I told her that would be fine. Shortly after the conversation with the Customer Service Representative I received confirmation of the change: *“It was my pleasure to help you today. Below is a summary of our discussion: The requested feature was added*changed on your wireless account. Review this change and more online at http:**www.att.com*myATT.”**On May **th I called after getting notified that my plan had changed from a **G plan to a **G. After explaining my situation starting on April **th the Customer Service Representative transferred me to Retention and that person said that they were going to switch me to the **G plan at no addition charge since I had been with the company for a very long time. She said that with **G plan I would be covered for both voice and data in both Canada and Mexico.**On May **th I received my bill for $*** it is typically $***. I called Customer Service Representative again and explained my situation and she told me that the **G was only good in Mexicxo for the data and not Canada. I told her that I was only to be charged $** for the * days I was in Canada. I asked to speak to her manager and she passed me to his voice mail. His name was Rich and I left a message asking him to review my situation and call me back. I never heard back from him or anyone for AT&T.**On May **th I called again about the bill and explained my problem to the Customer Service Representative and asked to speak to a Mgr. I had to wait for ** minutes. I asked the Customer Service Representative person to explain to her Manager my situation and have him call me, she said that she would. I never heard back from anyone.**In summary, for the last * weeks I’ve called AT&T * times and spent over * hours trying to solve this problem. It seems obvious to me that there needs to be standardization in the training of Customer Service Representatives to avoid the controdictions and management needs to follow though with retuning phone calls. If I don’t receive a response to this letter I will be forced in going to another carrier.
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AT&T

Customer service issue
Reported by GetHuman699767
May 19th, 2018 - 6 mons ago
I have an issue with AT&T too
Fixed
Seen by 13 customers so far
Similar issue to 361 others
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GetHuman699767 started working on this issue
May 19th 4:44pm
GetHuman699767 indicated the issue is not fixed yet.
May 19th 5:47pm
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May 20th 9:45pm
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May 21st 2:36pm
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May 21st 2:37pm
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May 21st 3:18pm
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May 21st 7:52pm
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May 22nd 5:45pm
GetHuman699767 indicated the issue is not fixed yet.
Jun 17th 5:46pm