To whom it may concern,*My account number is ************ I have been dealing with this problem since January ** and contacted AT&T several times, every time I was promised the issue will be resolved and after a month the issue remains the same. In addition, by not taking care of the issue in a timely manner before the bill be generated, they caused me additional charges and fees to my bank account since I’m enroll in automatic payment and they took out this money automatically.*I went on a cruise on January *TH to January **. While I was away, I purchased a WIFI plan from the ship, turned off the romaine and the cellular and put my phone on airplane mode. I had my WIFI calling on and made all calls using the ship WIFI, never left the ship. In addition, on the first day I got to the ship on January *th received a text from AT&T to purchase a AT&T Cruise unlimited Talk, Text & Data for ** days for $*** one-time fee witch I approved not knowing I did not this plan for the WIFI calling. On the evening of the day I got back from my trip, January ** at *:** p.m. received a text on my son number ***-***-**** that I got charged $***.** roaming. I called AT&T immediately and told them about the issue. Spoke to customer service name Shenna from Jamaica, she spends *:** minutes researching and said this was a glitch which should have not happened, she said will credit my account and I will see it within ** hours. I told her I also purchased the cruise plan, she said that plan is for using cellular and since all my calls was over WIFI there was no need to purchase that plan and she will credit my account for that as well. I did not see the credit in ** hours, waited two additional days and still no credit. Contacted AT&T again on January ** and this time spoke to Ceriear from Philippine, after explanation the whole thing again, she spending two and half hour looking at the account than apologized for what happened and promised she is issuing the credit and I will see it in less than ** hours, she confirmed that I did not need the Cruise plan since all my calls was using WIFI and my bill would be $*** plus tax and fees witch shouldn’t be more than $***. Waited three days and still no credit. Contact AT&T on January ** again, spoke to Mohamad from Jamaica, once again spend over two hours and heard the same exact thing that a credit was already process and he was sorry that I did not see it but I will see it this time for sure and he is going to expedite it for me and my bill should be $*** plus tax and government charges. This time I waited until January **, did not see any credit I contact AT&T again. Spoke to Jacki from Philadelphia, I was very upset and asked for a supervisor. She said no supervisor is available and she can only take my information and a supervisor will call me back. Waite two days did not see a credit and no supervisor called me. Contacted AT&T again on February first spoke to Glen from Philippine, he said there is no supervisor available, but he can help me with the issue and knows exactly what the issue is. He said because of the way the billing is I would see the credit on my bill once the bill gets generated. I explained to him I have automatic BillPay and if this amount get withdrawal from my account, I get all kind of charges due to not having available fund and he said rest assure it won’t happen and my bill will be $*** plus tax and charges which will be about $***. I received my bill on February **. The bill amount was $***.**, no credit was issued, and the amount automatically was withdrawal from my account causing all kind of issues for me. I contacted ATT spoke to Jesse from Oklahoma , spend about two hours, once again he apologized for everything happened and he said he see the credit was supposed to get issue but not sure why it did not however he will take care of it and I will see the credit to my account within two hours .I explained to him since they took the money from my account this creates me fees and interests on my account and he said once I see the charges on my account I should call them back and get some credit on my account to make up these charges due to all inconvenience . I waited another day but still did not received my credit . Today on February **, I contacted ATT and spoke to Mike G from Asia. I had to explain the situation again. This time he told me I will get the credit no later than ** hours maximum , I told him waiting another two days for a problem that it been going on seems unfair and I suggested to dispute this charge with my bank but he said that could cause disconnecting my service and addition fees with my Att account, explained to him I been a customer for over ** years, having multiple accounts and services with ATT , never missed a payment on time but it did not seem to matter. I’m very upset that I spent all these times and my issue was not resolved. Instead of taking $*** they took out extra $***.** and create problems in my account. Each time I called had to start explaining the whole thing again and spend hours on the phone with them and no the issue was not solved. I’m asking to please investigate this situation.
GetHuman2299557 did not yet indicate what AT&T should do to make this right.