New Member
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3 Messages
Worst service
Anyone else get told that they won’t get charged roaming when they arrive in Central America from an ATT agent and then get back from the trip and have 400+ dollars in fees. Have spoke to many agents on phone and they have confirmed the three countries my family visited were covered; however they can only remove 25% of charges. I requested to speak with supervisor. They called me then put me on hold for 25 minutes and then transferred me and I was on hold for another 20 minutes before the line was disconnected. Worst service ever. They won’t even go back and look at chat log that shows were an agent told my plan covered me in mexico.
derrick flowers
customer that will be leaving to Verizon
formerlyknownas
ACE - Sage
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105.7K Messages
3 months ago
I don't know what plan you have but currently the only plan that covers you in most of South America is the AT&T premium unlimited plan. That plan allows free roaming and canada, mexico, Puerto rico, the US Virgin islands, and 19 Latin American countries. See the list
https://www.att.com/support/article/wireless/KM1486292/
It does not cover all countries. So if you were in a country not on the list, you should have been asked to add international day pass via text.
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sandblaster
ACE - Expert
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63.1K Messages
3 months ago
@formerlyknownas I believe they added the Latin America roaming to Unlimited Elite also.
@Dhflowers2 So what plan do you have? If you do have a plan with Latin America roaming and you were in a covered country, they should absolutely credit all charges. File an FCC or BBB complaint to escalate to corporate.
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Dhflowers2
New Member
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3 Messages
3 months ago
Yes I had elite and I was told I was covered with the Latin America plan when I reached out to them through chat on the app when I got a roaming text. The agent I was chatting with told me I would not be charged and I was.
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MicCheck
ACE - Expert
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12.9K Messages
3 months ago
The current Unlimited Elite plan covers the 19 Latin American countries. What country/countries were you in that you were charged for?
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Dhflowers2
New Member
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3 Messages
3 months ago
Mexico, Belize and Honduras. All were listed in the 19 countries the AT&T agent sent me. I should not be charged but am. Will not be continuing my services with this company.
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MicCheck
ACE - Expert
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12.9K Messages
3 months ago
You're right, if you're really on Unlimited Elite, those should be covered. File a BBB complaint and someone from AT&T with more authority should be able to get to the bottom of the issue and get it fixed.
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sandblaster
ACE - Expert
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63.1K Messages
3 months ago
Certainly your choice but file the complaint as advised first. You can and should get this fixed before you leave. Getting it fixed after you leave won’t be easy.
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ATTHelp
Community Support
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211K Messages
3 months ago
We understand the impact of being incorrectly billed for international roaming charges can have, Dhflowers2.
Special thanks to our ACEs, formerlyknownas, sandblaster and MicCheck, for their expertise.
We want to help to turn your experience around. Let’s meet in a Direct Message to discuss your account details and to escalate your billing inquiry. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to discovering a resolution for you. Thanks again for reaching out to AT&T Community Forums!
Nelson, AT&T Community Specialist
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