Dear AT&T,**My husband and I have been content customers of AT&T ever since you were Ci...

GetHuman2326947's customer service issue with AT&T from February 2019

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The issue in GetHuman2326947's own words
Dear AT&T,**My husband and I have been content customers of AT&T ever since you were Cingular. We have been very happy with you and have never had any issues with your service until now.**I am writing you because we are disputing a charge on our phone this month and we are very disappointed and surprised with the way we’ve been treated.**We took a cruise to Cuba and Grand Cayman January **st thru the **. When we arrived back at the port my phone was blocked (*** ***-****). I called *** to find out why, and was told that my phone had been roaming during the cruise and that I’m being charged $*** for roaming fees. I said that we had no idea this was happening since we did not use the phone on the cruise at all, except to take pictures. We did not sign up for the cruise Wi-Fi package and since the phone had no signal, it looked like the phone was blocked on the cruise as well. We just thought there was no reception since we were out of the country. The customer service rep offered to reduce this to your $*** cruise package charge. We declined because these are charges that we didn’t know were occurring and we didn’t want to pay for something we didn’t use.**This was our *th cruise out of the country and we have followed the same procedure every time – not signing up for the Wi-Fi package and not using the phone except for pictures. You’ve never charged us in the past for taking pictures.**When we received the actual bill the $*** was still there. We called *** again to question why we are being charged for something the phone was doing on its own and we had no idea it was happening. Jennifer, the rep that we spoke to basically said that it costs you and we’re responsible for the charges. She said that we were sent a text on the cruise stating that we were incurring roaming charges. We told her that we didn’t receive any texts from AT&T at all since we did not have any signal during, or after the cruise, but she kept insisting that we did. It seems to me that you have access to all of our phone records and you should be able to see that we didn’t receive any texts. She said she didn’t have the authority to change the bill so we asked to be transferred to a manager. We were then connected to a recording that said the line hadn’t been set up yet.**We called back again and spoke to Roy. Roy basically accused us of lying by saying that people call all the time trying to get out of their overseas calls. We asked again to be transferred to a manager and got the same-recorded dead end line.**We are disputing this charge because we had no way of knowing that our phone could be racking up charges during the cruise without any indication. As I mentioned, this was our *th cruise out of the country with no previous issues. We specifically declined the cruise package to avoid any phone charges. **We honestly feel that this charge should be waived and appreciate you working with a loyal customer like us.**Sincerely,**Michael and Rose Nykerk*C (***) ***-****

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Customer service issue
Reported by GetHuman2326947
Feb 28th, 2019 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 6289 others
0 customers following this


GetHuman2326947 started working on this issue
Feb 28th, 2019 4:30pm

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