Dear AT&T. I have called and spoken to over * agents about an issue and still have not...

GetHuman-mrsagerd's customer service issue with AT&T from November 2018

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The issue in GetHuman-mrsagerd's own words
Dear AT&T. I have called and spoken to over * agents about an issue and still have not yet had this resolved. On ***** I called and spoke with an agent requesting to add a package because I was going on a cruise for * days. The agent i spoke with advised they were going to apply a specific package for cruising, that would allow me to use my internet & phone but I would only be charged if it was used. During my conversation the agent confirmed that this would be applied to my account. The first day of our cruise, my ipad received a text that there was "roaming" charges being applied, and that AT&T would "freeze" these charges to prevent further roaming charges. On *****, I received a text to my cell phone directly offering an internet package (eventhough i had already requesting to add this package). I replied yes, and then called and spoke with an agent by the name of "Ricardo" who assured that my original package on the **th was applied and I would only incur charges of $**.** per day for internet*wifi and $*.** a minute for phone calls - and he assured these charges would only apply if i used the services. After returning from my cruise, my bill had over $*** worth of charges applied, including over $*** from roaming. I immediately logged in through AT&T web chat and spoke with a supervisor who referred me to the international services line. I then spoke with Suzette from the Chicago Elite services team. She confirmed that when i spoke to the agent on ***** & ***** I was sold the wrong package "an international package" that did NOT apply towards cruising. Upon confirming that AT&T agents sold and applied the wrong package, she stated that she could not assist with adjusting the charges due to the fact that my bill was not ready. She stated that she would notate my account, and that i would need to call back and refer the next agent to reading those notes. I called and spoke with someone by the name of "Julio" who confirmed also that I was sold the wrong package, and he stated his system had "issues" that prevented him from making an adjustment on my bill due to the incorrect package sold to me by the previous agents. Julio said he was making a "commitment" towards calling me back in ** minutes or less to finalize the payment adjustments. It has been *.* hours, and i still have not yet received a call back. I am calling AGAIN and am on the phone with "April" who also works in the department directly handling international charges. After repeating this situation AGAIN, she states she is also having "system issues" in trying to figure out who to help us with the bill we received as a result of AT&T agents selling us the wrong package. As you can imagine, this is beyond frustrating, time consuming and disappointing. We have cruised multiple times with the correct package applied by AT&T. With TWO agents selling me the wrong package, i should not be responsible for these fees. If the correct package wouldve been applied as requested during my *st call on *****, this problem wouldn't exist almost a full month later. The time I have spent attempting to get this resolved has taken me away from my job and is costing me more than the $**** bill discrepancy. I need this resolved ASAP so that I can pay the appropriate amount due and no longer cause myself elevated stress levels. I can be reached at ***-***-**** or MRSAGERDTS@GMAIL.COM. The main number associated with the account is ***-***-****. I expect a call back today in reference to this matter.

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Customer service issue
Reported by GetHuman-mrsagerd
Nov 10th, 2018 - 4 years ago
Not resolved
Seen by 7 customers so far
Similar issue to 3966 others
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GetHuman-mrsagerd started working on this issue
Nov 10th, 2018 7:38pm