Need help in dealing with AT&T on Int'l roaming charges

Hugh R · 12-14-2010, 12:38 PM

Ok, I effed up and turned on my data roaming in Toronto and forgot to turn it off after using the GPS feature on my phone. I got $1,800 in roaming charges for 4 days in Toronto and two days in Vancouver. Am I screwed? is there anything I can do?

Rick Lee · Rick Lee's Garage

I'd call and complain. I kept that feature turned off when I drove to Vancouver in March. When I returned, I was a good two miles back inside the US, turned my Blackberry on and got a text about being charged for int'l. roaming. I think they caught it before it billed or it was so little that I didn't notice it. But AT&T has otherwise been very generous when I've called to complain about billing stuff.

GH85Carrera · GH85Carrera's Garage

Beg and plead, but I suspect you are screwed.

They might cut the bill down some, but don't hold your breath.

stomachmonkey · 12-14-2010, 12:53 PM

Well $1,800 is most likely way more than any early termination fee you may have in place. Meaning the financial incentive for you to not walk over this is long past.

How long have you been a customer? How much money have they made from you? How much are you worth to them in the years to come?

When i was commuting back and forth from NY to TX I stayed at the same hotel. Now and then I would forget to book. On landing I'd go to the hotel to check in and get told "sorry we're full up, we can get you at the Sheraton up the street."

I'd ask them to look at my account and see how much money I spend here. Then ask them if they really wanted to send me to a hotel I might like better. They'd go talk to the manager then get me my key.

So you screwed up. Technically they don't have to do a thing. Be calm about it, the first person you speak with will unlikely be able to help you. They don't have that kind of juice. You'll need to get higher up the food chain. The 1st level people will be more willing to help you if you are not an azzhole to them.

AT&T are a public company. They will try very hard to hide contact #'s but legally they can't. Check the corporate profile on yahoo finance or similar site. Look for a VP of Consumer Affairs direct number. Have always had good results starting from the top. They'll have their own group of people that work for them who address stuff like this.

Remember you are not calling to complain. This was/is not their mistake. If you try to hold them accountable they will not react the way you want them to.

island911 · 12-14-2010, 01:02 PM

Excellent post, monk-man.

I would be pissed about a service provider knowingly providing such ridiculous partners, for roaming. --that's what I would be discussing with any higher-ups.

stomachmonkey · 12-14-2010, 01:10 PM

Quote:

Originally Posted by island911

I would be pissed about a service provider knowingly providing such ridiculous partners, for roaming...

Thank you.

Problem is we are spoiled. Data rates outside the US can be downright terrifying. I turn data roaming off before I leave the US.

Forgot on my last trip to Germany. Was never so happy to see a pop up reminding me it's 30 euros a minute

Rick Lee · Rick Lee's Garage

I would think AT&T would be going out of their way to keep customers happy right around now. As soon as Verizon gets the iPhone (in a few mos, I hear), AT&T is going to see a mass exodus of subscribers. Their network was recently rated as the worst in the US and I can't wait to leave them too. Not that this stuff couldn't happen with Verizon too, but they need to be doing what it takes to keep customers now.

island911 · 12-14-2010, 01:16 PM

Wow. At least you got a pop-up. That is at least an effort to good customer service.

Although, that would be the rate thru your carrier, right? I mean, if you bought a local sim card it would be closer to 1/30th that, right?

island911 · 12-14-2010, 01:18 PM

Quote:

Originally Posted by Rick Lee

..., AT&T is going to see a mass exodus of subscribers. ...

Sounds like a good time to stay, then. (fewer users clogging the bandwidth)

kaisen · 12-14-2010, 01:19 PM

I'm sure they'll do something for you, Hugh. They ususally do, unless there is a pattern and you've asked them for a bail out when you've screwed up before.

But if this is the first time, I'd bet they reverse the charges.

A930Rocket · 01:44 PM

When I first got my iPhone, I got a bill for over $4,000 in data charges the first month. I almost had a heart attack. Seems they forgot to apply my unlimited data plan. A trip to the At&T store fixed it all.

Good luck!

red-beard · red-beard's Garage

I had a similar issue with T-Mobile, but it was only $350. I normally switched on the international Black Berry plan ($20/mth) before going outside the country. But I forgot. I called, they helped a little, but not much.

T-Mobile has recently reduced the price per MB down to ONLY $15! It used to be $0.10 per KB!!!

I have an old phone which is 3G compatible with TelCel (Mexico). I use a prepaid card down there with that phone and the cost for 700MB is 299 pesos, or about $20. I switch off data on my T-Mobile phone (I set the syncs to manual). I will run the sync when I have WIFI.

The good news, my wife's BlackBerry is UMA, which means it will become a WIFI phone when it can connect. There are no international charges when on WIFI. When I was working in Romania, I arranged for 2 of these phones for my on site workers and reduced the cell phone charges from $3-4K/mth to about $700/mth.

Joeaksa · 12-14-2010, 03:13 PM

Hugh,

One thing... you were there on business I believe. Just expense it and move on.

We go to Canada from time to time and while I do turn the data off, we do turn it on 2-3 times a day to download emails and such then just expense the charges. Never a whimper from the boss as I am sure his charges are 10x what ours are as he is there with us.

Joe A

john70t · 12-14-2010, 03:36 PM

$1,800 may be part of a paycheck to you, but that little "mistake" would put some families on the street.

Kneepads, unless you believe in the faith of corporate understanding.

Hugh R · 12-14-2010, 03:49 PM

First, I'll bet I'm not the first Disney employee to do it. Yes, first time.

Second, it's a company account for which I'm responsible for the bill. No one in IT ever told me to turn off roaming when out of country, I learned that here.

I think AT&T is going to "adjust" it. AT&T has something like 50,000 Disney cell phone accounts.

I thought I had Int'l roaming, I did at one time, but may have canceled it after a trip to Prague last year.

I'll pay it if I have too, but I'll make a bit of a stink about it.

stomachmonkey · 12-14-2010, 04:13 PM

I think I'd rather try expensing hookers and blow before an $1800 4 day roaming bill.

At least you could call that T/E

jyl · jyl's Garage

Disney has someone who handles the corporate relationship w/ ATT, get to him and have him talk to his ATT salesperson.

Hugh R · 12-14-2010, 08:25 PM

Thanks all. JYL that is exactly what I'm going to do. I flew from LA to Toronto and back for $351 R/T. This is crap.

Tobra · Tobra's Garage

I can't imagine that ATT would want The Mouse to be displeased, it is a company phone after all.

Good luck Mr R.

Hugh R · 12-22-2010, 06:50 PM

AT&T agreed to reduce the charges by 95%, so I (Disney) are on the hook for $90 in roaming charges. They said they would do this ONCE for me. So I'm happy, especially since the boss told me to expense the $90 since I was on company business. My boss agreed that he had never been told by Corporate IT either to turn off roaming when out of the country to avoid these charges. I think we're going to suggest to IT that they send out a company-wide email on this subject.

I know better, I just effed up.