08-08-2012 11:05:23 PM
Hi, I was wondering if your issue was ever resolved? I am having the same issue you have and spoke with way too many customer service reps that just want to shift the blame to how i use my data. I did have one service rep that was pretty nice about my issue and will be calling me at the end of this month to review my data usage and make adjustments but what i really want is the problem resolved. i also turned my mobile data service off but somehow managed to rack up alot of data even with the data turned off. i am already at 6 gb over my 3gb plan but its still early in the month so who knows where it will end up!
i will wait until the end of my biling cycle when i get my call from the customer service rep. then i will be filling a complaint with the FTC and BBB in my state.
please give an update on how they are handlin your case especially if they were able to resolve the issue.
08-09-2012 09:08:40 AM
Here is what i have done.
I printed out EVERY SINGE data usage on my online account and highlited every charge for overage. This ranged from 10-20 dollars. I also printed out the bar graph at&t offers showing your data usage each month. and compare for each prior month.
i myself found out that taking the megabytes each month, and adding 2 months together, it equalled the exact amount of usage the following month. (Which showed my data did not restart each month) Which may not be your issue, but its what i did.
My data skyrocketed up to 59 GB. I opened a dispute with AT&T directly... 3 times. 3 times because AT&T closed each one withOUT notifying me and did NOT fix the issue. ( i still continued to pay my regular monthly amount because i wasnt trying to cheap AT&T out, i just wanted my phone fixed!)
I then contacted BBB and filed a complaint with them. it worked out perfectly!! i was able to jot my complaint down, pointed out every fact and problem i had. and also was able to jot down how i want AT&T to correct the problem. ( I recommend to be as polite but stern and to the point as possible.. just showing professionalism will help alot.)
Heres the issues i asked to be resolved: CREDIT EVERY DATA CHARGE (MINE WAS WELL OVER1,000 DOLLARS), CREDIT ANY LATE FEES ACCRUED, I WANTED A NEW PHONE SENT TO ME, I WANTED THE 2 $40.00 REINSTATEMENT FEES CREDITED, I WANTED THE CURRENT MONTH THAT I PAID FOR DATA TO BE PRO-RATED BECAUSE THEY TURNED MY INTERNET OFF EVEN THOUGH I PAID FOR MY NORMAL CHARGE OF IT, AND I BELIEVE THAT IS ALL.)
BBB emailed me confirming they sent it to AT&T. AT&T then had 2 weeks to respond and they would be sending it to them again. BBB also would let me know if AT&T responded or did not respond and exactly WHAT their response was.
AT&T replied in 1 day!
I had an executive person call me adjusted all charges and set up to have a new phone sent to me.
i didnt get my phone when they said, so i called. And they said that AT&T entered info in wrong and canceled the order. (GOOD GRIEF)
i called the executive person about 5 times (1x/day) and no answer and no returned phone call. so i replied BACK TO BBB notfying them i did not get a new phone like i was told. and again, in one day the executive called me and fixed it.
I now have my new phone and will see now that my internet has restarted for this month if it is fixed.
( i dont think they fixed the issue of my data no restarting each month as it should be so we shall see & if i get a notification that it has gone over, ill be calling them yet again)
If you would, please let me know what route you went and how it was resolved. STICK TO YOUR GUNS on this.. AT&T is a huge company that expects their customers to run away with their tail between their legs and pay up.
Technology goes wrong EVERY DAY. I dont see how they didnt see that with my phone..
Good luck and again, please write back on here what happened with your phone!
09-20-2012 06:32:32 AM
I am having the exact same problem. I have uninstalled everything, screen now looks like my old 2000 LG and still I get data usage messages, warnings, etc. every day for nearly 2 weeks, sometimes just minutes apart. I'm afraid to touch my phone. Have talked to ATT everyday this week; they have no answers.