3 Messages
Not Honoring Removal of International Roaming Charges on Bill
I called 2 weeks before our bill cycle since I was charged $800 for international roaming. They worked with me and said they would remove the charge and add the International Day pass for $100 for the length of time that I was abroad. Well, the bill came today and they did NOT remove the $800 international roaming charges. The only written confirmation I was able to get from them on the day that I called was a generic email and text. Nothing was written about removing the charges. I purposely called before the bill cycle since I read online they can't remove a charge after. Is there anything I should do to get them to honor their word?
dwill05
ACE - Master
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11K Messages
2 months ago
All you can do is call them and see what they do. Hopefully there is some documentation.
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psand11
3 Messages
2 months ago
Unfortunately, when I asked near the end of the call if they could provide me with written confirmation of the change, they sent me a generic text and email that didn't clearly state the problem and solution. I have a call scheduled with them tomorrow morning and have submitted a complaint with the BBB in case I need to go that route. Thank you!
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formerlyknownas
ACE - Sage
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118.4K Messages
2 months ago
Since the charge is a legitimate charge, and is coming from a third party in another country because you used someone else's network without having a roaming plan in place, support has to put in a request to re-rate the charges. Since it is legitimate charge, that request may have been denied
But in any case it's not something that's going to be resolved here. This is an obligate customer only forum. The only response you will get from AT&T here is to use one of their contact methods and contact them directly
The contact us link is at the bottom of this web page
(edited)
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ATTHelp
Community Support
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232.9K Messages
2 months ago
Hello @psand11, we hear you and understand the importance of unexpected International roaming charges. Let's get the help you need!
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.
Thank you for contacting AT&T Community & Forums,
Ken, AT&T Community Specialist
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psand11
3 Messages
2 months ago
I wanted to let everyone know that I filed a BBB complaint the evening of 5/21 and ATT corporate called me first thing in the AM on 5/22. They said there was a note on my account about removing the charge but it was never applied. They immediately applied it and so the problem was resolved!
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