So, back in March I had a chat session online to find out what I needed to do for my daughter to use her phone while in Mexico on Spring Break. I know we used to pay $5 to add International calling, text, data and then cancelled it when we didn't need it. So, I was told that it was included in my Mobile Share Value Plan. I was skeptical of this, so I called the next day to check on this. I was again told that it was in fact included and that she could call, text and use data without extra charges.
Lo and behold, surprise, surprise, I get a bill with $316 worth of International roaming. So, I call to find out why I was told that it was included in my plan. I was told that it is included, but I had to call to activate it. What?? I did call, and chatted online, and was never told it had to be "activated"! Sounds like a great way for AT&T to bait and switch - I wonder how many people would have just paid this and thought there was nothing they could do about it? This, along with the phone trade-in scam where they try to tell you it was lost in the mail so they don't have to pay - that turned into a 6 month ordeal to get my money on that scam.
So, she nicely tells me that she is giving me a $285 credit. That evening I sat down to go through my bill and discovered that the credit did not cover all the taxes, surcharges and fees associated with the roaming charges - another way to rip us off. I sign onto my account to call and discuss the taxes and fees - and my credit turns out to only be $263. So, another phone call, 30 minutes later I get a credit that actually covers the $316. I mentioned the fact that I have been with AT&T for a long time, and I think my time I had to spend on this bc AT&T is trying to pull one over on its customers - I deserved more of a credit.
She gave me another ---wait for it--- $5. Yes. That is AT&T's idea of making up for the fact that they were trying to rip me out of $300, but got caught.
And, once again, WARNING! DO NOT USE THE MAIL-IN TRADE-IN PROGRAM FOR YOUR PHONE!! GO INTO THE STORE AND DO IT IN PERSON. YOU WON'T SEE YOUR MONEY AND WILL HAVE TO SPEND MANY HOURS TRYING TO GET IT!