I just got off the phone with C.S. at ATT. I went into a local store yesterday to upgrade my phone. During the upgrade process it was pointed out to me that I had a 60.00 monthly fee for Global messaging and was asked if I go out of the country often. I was shocked because we did add this back in April 2014 and when it was added ATT asked how long we would be out of the country. We were there for about 2 1/2 weeks so ATT said it would be set up for 30 days and would expire in 30 days.
After we came home my husband checked on another question and also reminded ATT that we were home and no longer needed the Global messaging service. ATT said not to worry because it was already set up to automatically cancel in 30 days. All this was last year 2014.
Forward to yesterday...after completing our upgrade in-store the sales rep pointed out the Global 60.00 messaging fee. Yes we gasped...we have now been paying an additional 780.00. We spoke to customer service today and were told they could only re-imburse us for 3 months and would immediately remove that service.
Please ATT, this is not O.K. We felt we were in good hands when we added the service and told twice that all would be expired in 30 days...only to find out by accident because we were in a store upgrading our service that we have been paying 60.00 for nothing. Although 3 months seems cordial it is not fair. I too am a business owner and I know that when I make promises for services to my customers I deliver. I also understand mistakes can happen but I would never put that on a customer or penalize them for my companies mistake.
Is there anything more that can be done to get a fair re-imbursement.
Please advise...