Hello,
My family is a long standing AT&T small business customer. Among other lines on our plan, my line is currently on our plan. I routinely travel internationally for business purposes to Europe and Australia, and continue to have issues with my bill related to the international travel plans. Before traveling, I always call AT&T to have them help me set up an international travel plan and I continually call while overseas to ensure that my plan is still appropriate for my usage.
Recently I was overseas in September and October in Germany and Australia. For these trips I spoke to an AT&T representative before traveling, during my trip, and after coming home. While I was overseas I spoke to an AT&T representative and told her that I wanted to adjust my plan to cover my current usage. I was told by her that it would be best to waait until I had completed my travel to make any changes to my plan so that the plan would accurately cover my usage.
My bills for the months of September, October, and November are completely outrageous, and I have been trying to get them resolved for some time now. Most recently I called in to AT&T on Monday December 1st. I explained my situation multiple times to several people in the billing department who spoke with several managers and I was told that there was nothing to be corrected.
After nearly an hour on the call I was unable to straighten out the billing issue. I was able to get nowhere. I am absolutely appalled in the customer service I receive from AT&T on an ongoing basis and feel that this company continuously tells me to do one thing while traveling and will not honor it solely so that I am stuck paying an outrageous bill. Every time I travel internationally I come home to an outlandish bill because either my account was mishandled or a representative promised a service that could not be provided. You will see that I most recently had this issue during my last trip overseas in August.
As someone who provides a great deal of business to AT&T and has done so since roughly 2007 I would expect much more. I am very much considering canceling my services and moving to a Verizon plan, as my colleagues who subscribe to Verizon never seem to have these sorts of issues.
I hope to hear back from someone as soon as possible as these are time sensitive billing related issues that have already been delayed substantially.