This is a letter I sent to AT&T Wireless. I guess the thing that irks me the most is the fact that they don't care about the big picture. I know that they are sold to Cingular and don't care, but doesn't Cingular? I MADE a mistake. I was looking from mercy from the AT&T Court System. I looked in the wrong place.
Here's my complaint: My fiancee and myself have a shared plan with AT&T Wireless. I had joined AT&T Wireless in January and added the other line in March according to your service department.
This month both Beka (my fiancee) and myself traveled out of state separately. We both used our cell phones as normal. Thinking that we were on a national plan like I had been on in the past with other carriers. We had made a number of calls. To my shock I had a monster bill of $183. To my displeasure I had noticed that there was over a $100 worth of roaming on my bill.
I called the customer service number and asked that it be removed. At that point I said I wouldn't do it again. As now I know. Debbie and her supervisor, Barb, had informed me that I missed a window to fight such charges. They had stated that I already had my service for more than 60 days and could not get any money back unless I changed plans.
Well, as you can probably figure out, we don't travel much outside our state. I wouldn't really need to change plans. I do need this issue resolved. When I asked for the email of the CEO I was given a very generic snail mail address to mail to. I was not pleased. Although both of the reps were friendly, they were unable to see outside the box. I am willing to leave AT&T Wireless.
I need to have this money refunded. I am willing to leave AT&T Wireless. I don't care if I would have to pay whatever fee (s) to leave. I will not tolerate a company that is unwilling to help out when a customer makes an honest mistake. I have enjoyed AT&T in the past and look forward to a continued relationship with you in the future.
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