What AT&T did:
I am on the phone with AT&T while making this complaint, because I am beyond frustrated. At the time I’m writing this, it has been over 46 min during my work day. But this is the last straw. I’ve had it with AT&T. I always dread calling a call center, I never can get any help and am usually on hold for a very long time so I can’t ever do this during work hours and don’t have time on weekend to deal with them either. However, I needed to address some issues.
Over the last few years, I have been charged $20 monthly for wireless on a tablet. I’ve made several attempts to notify AT&T that this is not correct and that I no longer have the tablet or need wireless on it. Each time, I’m put on hold while they look into it, and each time I’m told it will be canceled. The calls usually take at least 45 min – 1 hr.
On May 26, 2022, since I was working from home, I called regarding a charge for a device that I already turned in, but that they do not have record of me turning in when I upgraded a few months prior (in December). Apparently the representative in the store at Newport Mall in Jersey City took my device, but didn’t relay this to AT&T so it did not show that I turned it in. After digging through old papers, luckily I came across the receipt and called AT&T to give them the receipt info. I spoke with someone named Nora and she adjusted the bill to show that I returned the device. Since I was already on the phone, I also let her know that I have made several attempts to cancel the monthly wireless charge for a tablet on my bill and she put me on hold to look for it. The call was over an hour, but I just looked through my bill for that month and AT&T does not record calls to their call center so I can’t tell how long I was on the call. Nora apologized for the inconvenience and said she would refund me for 3 months and canceled the tablet charge assured me that this will not need to bring up this issue again. This time, I asked for her name and confirmation number #234469193.
Today, November 1, I called because I noticed that it was double the normal amount. Turns out it was for international charges–apparently I was supposed to turn off “cellular” on my phone even though I made these calls using facetime audio from my computer–so they should be through wifi. They charged me for international $33 per minute for a total of 35 minutes.
While I was on the phone, I also let them know that I still see the tablet charges and the person (Lucy) told me that she does not show a record of my previous call with Nora even though I gave her a confirmation number. However, Lucy tells me the notes on that call was about the return charge on my old device. Unbelievable! On may 26th, I was on the phone for over an hour, took down the rep’s name (Nora) and asked for a confirmation number–which as it turns out was completely a waste of time. I asked to speak with a manager because I am now PISSED off and willing to blow off work meetings to deal with this once and for all. She transfers me to Johnathan – emp ID 3686296 confirmation # 193461238. He said (same as Nora) that he can only go back 3 months for the refund. This part of the call took an hour.
Now for the international charges, Johnathan transferred me to their international dept and I spoke with someone named Glaiza. She puts me on hold several times to “verify” that I legitimately used my computer (facetime audio) to make the calls to my london recruiter which would make these calls wifi not cellular. At one point, she comes back and tells me that she can confirm that I made the calls from my computer and puts me on hold again. A few minutes later, she comes back and asked me again if I used my computer, I said yes, she then asked what app I used, I said facetime audio. Hold again. Tells me that her technical manager, Christine, will call me. At this point, I was on the phone for 1.5 hours.
Christine calls me at 1:19pm, introduces herself and tells me she will be taking over this case from Glaiza.
All she did was inform me that facetime audio is not free with wifi for international calls.
Total cost (at least):
$105 international charges. $20 per month for 36 months = $720.
I will be canceling AT&T as soon as I get off this call with Christine (which took additional 30 min).
Submitted by: Anonymous AT&T customer in JERSEY CITY | Read more AT&T complaints
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