Since March I have been dealing with data overages on my daughter's Iphone 6. I have called tech support, customer service, and visited a store concerning the overages that I felt were not valid. They would brush my concerns aside and continue to state that the overages were valid.
Then I received my bill for May which was over $1000.00 and then my bill for June which was $1300.00. That was it. I allowed my service to be suspended for non payment because I knew that there was definitely a problem. I again contacted tech support and customer service and again received the run around. I then visited a store...again..and finally, the right person with solid knowledge was able to point me in the right direction. I was in the store for more than two hours. My daugher's phone in a six month time frame used more data than a hacker! He knew there was something obviously wrong with the device. He immediately began making phone calls to AT&T tech support to attempt and figure out what the issue was. They too were totally blown away by the amount of data was used and urged us to contact Apple. Why tech support did not offer me the same advice the first time, I still fail to understand. I am not in any way a tech genius and really had no idea what to do.
This gentleman stayed on the phone with myself and Apple until after the store was closed. Apple needed the service reinstated for only 24 hours so that they could run diagnostics on the phone. AT&T refused to restore the service for 24 hours unless the bill was paid. The call center employees were so rude to the in store employee over the phone it was appalling. I didn't want to pay $2300.00 knowing there was an issue with the phone. I knew that if I paid it, there was a huge possibility that I would not get any of the money back.
After many attempts to have the service restored, they continued to deny the request. I paid the bill so that the Apple Engineer who was assigned to my case could do what had to be done to solve the problem.
After a month of phone calls and in store visits, the phone was determined to be defective by Apple's engineers. They replaced my daughter's phone and gave me all of the information needed to try and get the months of refunds owed to me my AT&T for invalid data usage.
I have presented all of the necessary information and what does AT&T offer to do for me? A $490.00 credit. REALLY?!?!?! We are talking thousands of dollars that I have paid AT&T.
My issue is that out of all of the employees I spoke to, not one offered to truly help me find a solution to the problem. Not one said change the SIM card. Not one said contact Apple. Not one truly looked at my account to see the data was astronomical! Not one until that evening in the store. All they wanted was their money. Months of telling them it was impossible for her to have that much data used only to be treated as if I was stupid and my concerns disregarded.
I have been a customer since 2004 and I have never had any issues with AT&T until now. , this will be the last issue I have with them. I am still currently awaiting a phone call from upper management to try and resolve the issue.
Until it is resolved, I will continue to be outspoken about the horrible customer service I have received and I hope this doesn't happen to anyone else.
I would like to know if anyone else has had the same issue.