AT&T Wireless
Roaming charges of $662 in Puerto Rico despite agent assurance

I purchased a cell phone plan through AT&T through a local AT&T store in Lansing, Michigan. The AT&T agent explained to me when I purchased the plan that it covered long distance for the United States and its territories as long as it showed AT&T on the screen. He explained that if it showed this there would be no roam charges.

I used the phone from San Juan, Puerto Rico and St. Thomas, which are both U.S. Territories and it said AT&T on the screen when I used it. Then I received my bill in January with $662.97 of roaming charges and $85.37 of taxes, surcharges, and regulatory charges for this. When I called to contest this the customer service agent stated that the agent informed my wrong and that the charges stood. I talked with two different customer service people and they still said there was nothing I could do.

I requested a supervisor call me back and they said they would within 48 hours, but this never happened. I feel that I am due a refund of this amount since this was how the plan was explained to my by an AT&T salesman when I purchased it. They do not feel that they have to do anything and are not accountable for the salesman who provided the information about the plan. I feel that they were very dishonest and do not stand by their service.

Company: AT&T Wireless
Country: USA
State: Illinois
City: Aurora
Phone: 8008887600
Site: attwireless.com

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