AT&T Wireless
International calls on lost phone and conflicting answers from resolution department

When I lost my cell phone the first time, somebody made international call from my cell and because it was after I called and report my loss, I wasn't responsible for that call. Then, I made sure w / the phone rep. That I wouldn't have international dialing on my plan.

Guess what? I lost my phone 2nd time and somebody made international calls. This time the calls made right before I reported the loss, so I was told that I would be responsible. It was only $25.00, so no big deal. However, I called cust. Serv. To find out why somebody was able to make international from my cell.

After spending hours on the phone (including waiting time, disconnected...) I got 3 different answers. The two cust. Ser. Gave me the same answer that "somebody must have called in to activate the international dial, otherwise it wouldn't appear on your record.", which I found untrue because I never called and I am the sole user of my phone.

Then I talked to 2 people at the resolution dept. And was given 2 different answers. The first one told me that because I was a good customer with good credit, the international dialing was automatically added to my plan w/o charge and it was my responsibility to dispute if I didn't want that offer. Anyone please tell me if you have ever looked at the line on your bill w / $0.00 charge? I didn't not because I had no idea that I was offered something that I actually made sure I didn't have it at the first place.

The second rep. At the resolution dept. Told me that the first gave me the wrong answer, the correct one is "it is a standard procedure to offer every customer the international dialing feature and if you don't want it you should call and cancel". When asked "how does a customer know about this offer?" she said "you should check your bill and there is a line INTNL DIAL"

It's not a $25.00 that pisses me off, it's a stupid and unethical way of operating their business that frustrated me. Why do they spend ton of $ to compete w / other companies to gain new customers and not trying to keep current customers? And what the hell is the "resolution department" when they don't even have the same answer to the question?

Company: AT&T Wireless
Country: USA
Phone: 8008887600

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