I used the AT&T online chat representative to select all needed features prior to taking a trip to Mexico. I specifically asked what plans I needed and if there was anything I needed to do prior to leaving the country.
I returned to two international calls from at &t when I called on 3/31 to resolve the issues. I spent 2 hours on the phone with several representatives including a full analysis of my phone, data, and text usage. They changed all my features including the supposed international feature. I woke up on 4/1 to no data.
The international feature was never resolved. I spoke with Kenneth Phillips who was rude and said he could not prove I called in the day before to resolve the issue. I asked to speak with his supervisor, Ruth Montelonto, who was equally rude, and she said I had incurred $2,000 in data charges while I was in Mexico and that I needed to set up a $200 plan to cover the charges. The representatives the day before told me that I should have been given the right information when I reached out to the online chat person.
Kenneth said I should have called in to resolve the issue because a "live" representative would have told me how to avoide the charges. Incredibly frustrated with the time involved (3+) hours and additional charges. In addition, when I requested that Ruth transfer me to her supervisor she said she could not do that.
She could not provide me with a reciept of our discussion and she could not give me her supervisor's number for Juan Alas. Incredibly dissappointed.
Product or Service Mentioned: Att Phone Plan.