ABSOLUTE WORST

I was traveling internationally when I was advised to change my plan for international usage which I paid for and still was charged over 2,000. 

We called back multiple times because I noticed the change did not take place! And they charged me twice for the Gold Pass, with a Day Pass, which I had not requested, I only wanted and requested the Day Pass!!! When I called for the fifth time I found out that, they went out their ways to backdate it with the day pass to correct the issue for me and somehow I still got charged all of these overages! 

After they admitted this billing error was completely their fault and after opening several cases that ended in them promising to refund me half of what was incorrectly charged. I still have yet to see any resolution or refund that was promised per their mistake. I opened several cases that ended in them promising a resolution, however they simply closed the case with out reaching out or even letting me know the results! After calling for hours, NOT ONE PERSON HAD ANSWERS! They claimed refunds were handled by outside case workers that were conveniently unavailable to talk to customers. I was transferred from several representatives and managers with no results! They could not process the refund and went back on what they told me claiming that their outside case team was unable to go through the request. After two months I have yet been able to solve this!! I have opened a third case with a manager who I waited to talk to personally for two hours on the line, and have yet to get an answer! 

They still are not guaranteeing a solution or refund they admitted that it was ATT error. I spoke to countless "managers" and was hung up on several times in one day because they were blatantly avoiding refunding me what had been promised two cases before. I have been a loyal customer for 10 years, and I cannot believe this, I am willing to cancel and transfer service!!!! 

IN SUM

• I was charged over $2,000 per their billing mistake
• I have yet to hear a solution
• I was promised half of the incorrect amount and still cannot even get that much back 
• Have yet to speak to someone that has been able to solve this 
• Opened three cases pointlessly
• This has been going on for two months with no solution
• Completely rude customer service representatives that have hung up on me
• Spent hours trying to get this fixed only to be transferred endlessly
• Unable to speak to anyone actually in charge 

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