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New Member

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4 Messages

Thursday, January 19th, 2023 7:28 AM

Refund of international add on

I purchased the international add on before traveling over Christmas (to France, which is on the list of covered countries)

It truns out not ALL of france is covered and the insular territories like Guadeloupe and Martinique are not covered despite being legally, parts of France. So when I arrived I had the bad surprise to find out that I had no service and used the airport wifi to connect to my at&t account and purchase the add on a second time, thinking it must not have gone through the first time (and that I would get warned that I am purchasing a redundant service).

But AT&T was all too happy to get my money without providing the service I paid for. I contacted the chat (calling was a nightmare, 40min wait time after announcing it would be 3min and break ups during the wait or the conversation. 5 times!) I was later told over chat that since it had been 'activated' I could not get a refund. Was does this even mean? I am reaching out here to ask if someone had a similar experience and how they dealt with this.

I find unacceptable that the second one didn't at least get refunded, and infuriating that it is virtually impossible to talk to someone competent that will not break out as soon as I as questions they don't want to hear. 

Accepted Solution

Official Solution

ACE - Sage

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118.2K Messages

1 year ago

AT&T prepaid does not refund for services that you purchase.

Even Limited service in France or anywhere else is still service being delivered by a local service provider not AT&T.

Connectivity also depends on you bringing a phone that is capable of connecting to their Network. If you bought an inexpensive Android it may have had limited LTE bands and is not what is considered a 'world phone'.  Connectivity may be limited to 2G networks and limited LTE when, or if bands match.  

ACE - Expert

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64.7K Messages

1 year ago

Prepaid does not refund. At best, all they might due is credit your account. It will probably take an FCC complaint to get that.

New Member

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4 Messages

1 year ago

Thanks for the replies.

@formerlyknownas I am aware that the service is provided by a local provider. Still, it is a false advertising when AT&T claims that the service can be provided when it can't. They establish a contract with local providers and should know when specific locations can't get covered despite being part of the list of destinations advertised to be covered. And it is not due to the nature of my device nor to that of the local network. (I purchased a local contract , there, and if was extremely fast, and perfectly functional).

@sandblaster 

your suggestion to open a complaint may be the only solution unfortunately.

To everyone: including AT&T the distinction between prepaid and post-paid is completely arbitrary, regarding the right a customer has, to claim a refund if the service that was paid for (2 times!) cannot be provided because of the absence of an agreement between AT&T and the local providers (as opposed to circumstances involving the device or the locality).

If the service is advertised but can't be provided the contract was not fulfilled and At&T is faulty. 

If I brought this to court it would be a clear win for the client.

ACE - Professor

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3.1K Messages

1 year ago

@fcorlier Prepaid coverage map does not cover the location mentioned in your post. Check the prepaid coverage map prior to any travel. 

https://www.att.com/maps/wireless-coverage.html

New Member

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4 Messages

1 year ago

@Fl_retire thank you this is very helpful to know. I was able to locate the rural (aka non-touristy) areas a prepaid account member is going to on this map and confirm local coverage. Phew. 

ACE - Sage

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118.2K Messages

1 year ago

AT&t prepaid offers service in the following countries with the $35 add-on.

https://www.att.com/prepaid/static-pages/intl-travel-add-on/

The list of covered countries should be taken literally.

I do not know why the original poster thought that Martinique and Guadalupe  were covered.   They are in the Caribbean and France is in Europe.   

France means France.   

The UK means the UK

Etc

Coverage all outside the USA also requires that you have a phone that will function outside of the USA. It doesn't matter whether you're on postpaid or prepaid. If you bring an inexpensive Android phone that is sold for AT&t prepaid, it has LTE for North America. It will not work in Europe or Asia

New Member

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4 Messages

1 year ago

@formerlyknownas :  Guadeloupe and Martinique ARE France.For someone who buys service to any French provider there is no difference in utilities prices or coverages compared to other French localities.

Sine the islands have no particular status that sets them apart, there was no reason to assume that the list of countries was actually NOT to be taken literally and that there exist differences between the different parts of each country. 

Considering Guadeloupe and Martinique (and Tahiti and la Réunion) to be different from France would be equivalent to saying that Luzon (the main Island in the Philippines) is different from the the other prefectures and that one should be surprised to get phone coverage on Palawan or Mindanao, it just makes little sense and is far from obvious. In that sense, taking the list LITERALLY implied that Guadeloupe was actually part of the offer and should be served with the same conditions as the rest of the country. The absence of any mention that says otherwise means that the default assumption (that the islands benefits of the same service) should prevail.

(edited)

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