Case Description:*We have been AT&T customers for over ** years but this particular fam...

GetHuman-metzfami's customer service issue with AT&T from February 2019

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Case Description:*We have been AT&T customers for over ** years but this particular family plan was started in ****. We have * smart phones, * of which were just purchased in Dec of **** and we financed them through AT&T. We have a plan that gives us **GB of shared data for the family * month. I do have * teens so we use all of that each month and have on occasion gone over by *-* GB. When this happens, overage fees are charged to my bill and I pay them after speaking to my teena who are usually the culprits. On Jan *th, my family and I were snow skiing so had our phones, texted a few times but did not use email, social media, movies, etc because we were busy on the mountain skiing! The next day, AT&T sent us ** text messages all right in a row telling us that we were over our data limit and they were adding *GB for $***GB. Some of the messages we received all in a row at this time indicated that we were close to going over but most stated that we did go over and *GB at a time at $***GB, charges went right on our bill. We were stunned and could not figure out how this happened. We called AT&T immediately & inquired but were told that until our billing cycle started again, they could not address the mistake. Subsequently, our bill was $*** in extra charges and * more calls and at least ** hours of my time have been spent trying to get them to credit us for these charges since they were clearly in error. I was promised * times that a claim had been submitted and that the rep would call me back. This never happened and the charges never got credited. Each rep at AT&T insisted, and sometimes very rudely, argued with me that the data was used and there is nothing they will do. This leads me to think, what a scam! AT&T can just decide to add GB of data when they want, charge me and threaten to shut off my service if I don't pay! Is it a coincidence that I just purchased * new phones with them? Hmm, seems to lock me into their little scheme nicely, doesn't it? **GB is a lot of data to charge in *day! Horrible customer service! I would*like the data overage charge credited back to me plus any late fees or interest added on. I have called once a week since Jan * without satisfaction. Totally ready to switch carriers asap.
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AT&T

Customer service issue
Reported by GetHuman-metzfami
Feb 27th, 2019 - 3 mons ago
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GetHuman-metzfami started working on this issue
Feb 27th 3:41pm