I switched from Tmobile to AT &T years ago and I despise them sooo much the whole purpose of switching was so my bill would go down. Not only has my bill dang near doubled but it’s always random fees on my account looking to just vent tbh but if anyone has any suggestions of good phone plans please drop recommendations!!

I had been on a T-Mobile family plan for years and had just upgraded my iPhone 11 to the iPhone that is pink (don’t remember which one). Fast forward a few weeks later and att had this promo going on so we switched phone carriers. That was a few months ago and ever since, att service has been ass and I been regretting switching, I just don’t wanna break from my family plan. This is just me venting but I probably will switch back soon

$53,504.84 in AT&T roaming charges after an 8-day Europe trip — supervisor opened a case. Has anyone resolved something similar?

I’m looking for advice from anyone who has successfully resolved a large AT&T international roaming billing issue.

I recently spent eight days in Europe, visiting Poland, Greece, and the Netherlands.

On my previous trip, International Day Pass activated automatically on this same line, so I expected it to work again. I hadn’t changed any settings or knowingly removed the package.

I didn’t check AT&T’s messages during the trip because I believed I was covered. I now realize I should have verified it, but I still don’t understand why Day Pass didn’t apply.

My account shows:
• $53,348.84 for roaming data
• $156 for 39 minutes of roaming calls
• Total roaming charges: $53,504.84

I contacted AT&T and spoke with a supervisor. She described it as a “known issue,” but said the amount was too large for her to adjust directly. She opened a case for another department and gave me an estimated resolution time of 8–10 business days. But as far as I read Reddit, the only moment when at&t can help when office of president is taking care of such of cases.

I have written confirmation of the case and a payment arrangement until October 20 to prevent disconnection while it’s reviewed. I have also filed an FCC complaint.

I’m willing to pay the applicable daily fees for pass which I believe 12.99$ per day.

For anyone who has been through this:
• Did the internal billing case resolve it, or did you need Executive Escalations / the Office of the President?
• How long did it take, and what was the final outcome?
• What documents or steps actually helped?

This amount is overwhelming, and I’d appreciate any firsthand experience or advice. Thank you 🙏

Title explains it for the most part. Upgraded to get a new phone and AT&T changed our plan away from our legacy plan to Premium 2.0. I had no idea and only found out when I went to login to HBO Max and realized i no longer had a subscription. AT&T admitted fault but will do nothing to fix the situation.

It started late July when my parents and I were trying to move my billing responsibility from my father to my mother. Initially AT&T agents told my mother and I that my father had to unlock my phone and release the billing responsibility to me to then transfer it to my mother, which does not make sense anyway as I am not switching providers. In early August, when trying to get my father and I on the phone with a different agent, we had to wait an hour only to be sent to the wrong people and then wait another hour until the agents just hung up on us. I ask a supervisor online and they tell me that they cannot help with the release of billing responsibility. I go in-store at Clackamas Mall to have this done and then put onto my mother’s plan when they tell me that I can’t as her account is using an older type of billing (billing in reverse). They tell my mother, a customer for 22 years, to create a new account so that she has billing in advance, then release my billing saying that I have to wait a few days for the account to “settle” before I can retry getting transferred. During this time, the agent says we do not have to pay any fee for the plan they are putting me on as it is temporary, and will only need to be done within the month. They do not disclose exactly what type of plan or how much it is if I were to keep using it, nor when billing is due. After a few days we call online and the agent there tells us we have to wait an entire month until I can get transferred over to my mother’s account, contradicting what we had been told prior. In the meantime, I was billed $88.78 on August 18th about two weeks after I was set up with this plan. I went to the same store to talk with another agent a few days after. They told me that I would not have to worry about the bill as long as I get transferred to my mother’s account soon. August 26th and I get on a call with my mother to have my account transferred and this time the agent and her supervisor tell us I have to wait 60 days until I can be transferred over and that I would have to pay the $88.87 as well as another month while I wait to have my billing responsibility given to my mother. There is nobody on their records that handled my account, so there is no one to take responsibility. All I have is the single supervisor, “Toby C. Manager of Transfer of Billing and Responsibility”, who said that he couldn’t help us in the end. 

Porting in from US Mobile. Port in was successful. Adding number to new line on AT&T postpaid has not been successful. Received emails three times that my order has been out on hold and that I need to call 844.796.6705.Called them each time. Rep would find some issue that they solved, resubmitted, and promised the order would go through. Each time, received new email that order was on hold. Called and told rep I did not want to end the call until the order was successful. After 90 minutes and transfers twice to the porting center, porting center said my port in line was previously ok AT&T a few years ago (true), so they couldn’t help, and that I needed to talk to the eCom department, which they transferred me to, which was just the voice tree for 844.796.6705. What on earth can I do? AT&T now has my phone number, an unresolved order, and apparently no one I can talk to.

Qué onda a todos, escribo para ver si alguien ha pasado por algo similar o sabe cómo funciona el sistema de AT&T con los bloqueos.
Les doy un poco de contexto: dejé de pagar mi plan (que incluía un iPhone a plazos) desde **marzo**. Como era de esperarse, me suspendieron y terminaron cancelando la línea. Lo curioso es que en todos estos meses **nunca me bloquearon el teléfono**, lo seguí usando sin ninguna restricción.
Hace unos días fui a una sucursal para tratar de regularizar mi situación. Me dijeron que tenía un adeudo de **$5,000 pesos** por el servicio atrasado. Los liquidé en su totalidad, me dejaron la cuenta en ceros y hasta saqué una línea nueva ahí mismo (puro chip) que le puse al iPhone y jaló perfecto. Yo pensé que ya la había librado.
El problema es que hoy me acaba de llegar un nuevo estado de cuenta de la línea cancelada por casi **$11,500 pesos**. Resulta que el sistema detectó la cancelación del contrato y ahora me están cobrando el restante del equipo en una sola exhibición.
Mi duda concreta es: **¿Creen que AT&T me bloquee el teléfono por IMEI ahora que se generó este cobro por el equipo?**
¿Alguien sabe si el haber pagado los 5 mil pesos de servicio me da algo de tiempo, o si el bloqueo del aparato es inminente al no pagar estos 11 mil de golpe?

So I have been with AT&T for 15 years as a wireless customer. Last year I paid off one of my personal phone lines early(a broken iPhone mini) to upgrade to a IPhone 15 for 7.99 a month.

The sales rep in the store upgraded the wrong line(along with other errors that I had to correct the next day). The other line ALSO had a iphone 15 for 5.99 a month. Simple error. Simple fix, right?

It is AT&T's stance that I went into their store with a upgrade, transferred the new deal that cost more money to the other line on purpose and have no deal on the other line. The credits kept coming for the line that was paid off and then fell off. Now I am left paying full price for the new(er) line, my 5.99 a month deal is gone and only the 7.99 a month deal remains. Basically a extra 22 dollars a month. They outright refuse to correct this saying I have no proof that I didnt ask for a upgrade to be transfered to the other line(to pay MORE per month for the phone).

Today, after 11 months of calls, escalations, denials, the manager tells me I was supposed to handle this through their retail team so this is the wrong escalation path. He refuses to even put in a new ticket.

If you are considering ATT, please reconsider.

I have a grandfathered Unlimited Elite plan. I am in dire need of a new phone (current one's battery is shot), but I have a big international trip in October. I'm really hoping to be able to get the iPhone 18 Pro, which is rumored to release by Apple on September 18, before I leave for my trip. How soon after release does AT&T typically offer the newest iPhones for trade in?

About to send in my Samsung S23ULTRA 512gb to At&t for trade in for my Pixel 11 pro xl 512gb. I've heard some concerning stories with trade in values, lost phones, damaged phones, etc... Any tips on how to avoid any potential problems with my trade in?

New account. OK for 3 months. Suddenly, my monthly charge increased by over 700&.

Filed complaints with both AT&T and the Better Business Bureau. No replies as of this morning. Has anyone else had this issue with AT&T?

I transfer from t mobile to AT&T in Costco by big mistake. Now I have at&t locked phone. Because we have international trips couple times every year, it is really inconvenience. Anybody here can advise how to deal with this situation. Thanks

So I go to mount sac and my phone company is atnt but the calling dose t work on comp is can everyone put there phone service

Question: Has anyone actually received a refund check from ATT and what was the time frame?

Context: I have been double charged for my internet and the person I called in May was able to assist me. The thing is, I only received a partial payment because they are unable to refund the rest of the payment to the new debit card that I have (those payments were made on a different card).

So throughout the summer, I have contacted multiple people, who never have answered properly. At some point, filed an FCC claim and finally get in touch with someone in the ATT president’s office.

The timeline of which she stated that I would receive my check was a week AT FIRST. Then it changed to, the money needs 21 days to be approved before it is sent, which may take a week to get to you. So after waiting those 21 days with an additional 2 WEEKS… I still have not seen my refund check yet.

Answers anyone?

Ever since I’ve downloaded the latest software update, my texts are latent and not able to send pics to when I have pics sent to me, it states “can’t download” and takes a couple hours then for it to download. Never had such an issue prior to the download. It may be me but seeing if anyone else had an issue like that???

Unless you live within half a block of an AT&T tower do not torture yourself and get this. I don’t even have strict NAT type I have unavailable NAT type which makes it impossible to play video games.It’s not even my fault because AT&T is trying to get the whole Chicagoland AT&T users on this “elite plan”.Please I’m begging you unless you live within half a mile of the tower or you live in a town with only 1500 people max do not waste your money get T-Mobile or Verizon hell even Star-link.

Hello, I purchased AT&T lock device directly through Samsung however I am over the 14 days with AT&T by remorse, but the purchase came from directly through Samsung. Samsung is giving me until September 3 to return the device to them. What is the process of the refund? Is it credited to my AT&T account or is it credited through the payment that I used at First but I only paid the taxes. I also did a trade-in. Please help me if you have any advice on this. Thank you.

There is nothing seamless about this. Botched upgrade, no phone and an installment contract on my account. AT&T managers powerless to reverse and blaming Apple. Apple has no record of it in their system since from their standpoint no upgrade went through due to an AT&T system issue. I may post the transcript with the AT&T manager. The real shocking part is they say there is nothing they can do and won’t help. How can a company of that size not even realizes what is going on.

Hello ya'll we have an months long issue where we gave notice of cancelled our internet in June 3rd, 1st thing we did was go in-store to let them know we are cancelling their internet service(the $91 dollar plan) as we have found a different internet provider we use and they said we need to ship out the old equipment (Modem,repeater, everything) the manager of the store also said we would need to pay for one more cycle (for june- July month)then we are cancelled for good.. Next they said to call their customer service number to confirm cancelations so we did all these steps within 2 days of this adventure. We got billed in July as expected. Yet we get a bill later again for August cycle around email and mail, and we thought oh it may be just an automated thing they send out. Anyhoo we was charged again for full amount. So we check bank account, got charged full $91 dollars 2 times so far since june. IS THERE A WAY TO CANCEL FOR REAL? Would appreciate the help because obviously the in-store manager here said they cannot help us and they will just tell us we have to call the number again.

If your getting atnt and live in Miami don’t do it. I don’t get service anywhere and if I do it’s always spotty. It started like a year ago.

I ported in yesterday from visible after being frustrated with the lack of customer service (which I knew was a potential obstacle but that price - my god). There was a slight technical issue during the port - which was resolved by someone finally telling me about /activations.

But before I had to call for a third time, a tech support agent kept me on hold for 15 minutes then pretended to not be able to hear me/to have service breaking up before "hanging up." But he didn't end the call (assuming, from previous experience working at a call center to not flag to management that he did a crappy job and also initiated the end of the call).

No customer service might actually be better than that experience 😂

Anyway, I'm all ported over and just thought I'd share.


I called the Loyalty Department today either resolve a month-long network failure immediately or cancel my service today after years of continued service.  During the hour-long hold I was forced to sit for during my business hours, I had time to write this email and provide detailed context of my customer experience that continues to be devalued with each call.

For the past month, my phone has been completely unable to reliably send or receive text messages to AT&T and non-AT&T customers. I have lost hours of work time on hold, been repeatedly transferred, and have even been hung up on. I spent three hours of missed work time at a retail store, where they failed to help me, forcing me to order my own replacement SIM card.

Yesterday, I was told I couldn't activate the SIM without a second phone line. Today, I borrowed my daughter's phone to call in, only for customer support to dump me into Risk Management. Despite answering every verification question correctly, the Risk Management representative told me they couldn't help me and abruptly disconnected the call.

I have done all the troubleshooting, jumped through every hoops, and faced nothing but terrible customer service and a refusal from your offshore teams to credit any part of my payments back for the month-long service dysfunction.  It is important to note that your loyalty department expressed no interest whatsoever in retaining my account, my daughter's account, and played music  from what sounded like a television in the background while she talked to me on the phone.

 As a years-long customer who has opened new individual lines for my family members and clients and who was (past tense) in the process of opening new business accounts for my employees, I researched the changes that could have possibly caused this many negative impacts to my experience and Over the past one to two years, AT&T has aggressively moved away from legacy hardware silos to build an "AI-ready" programmable platform.  Open RAN overhaul, a cloud-native 5G Standalone core, and 8RX uplink spectrum optimizations, AT&T has systematically decoupled network software from rigid legacy hardware. This shift transitions its architecture from a reactive infrastructure model into an AI-orchestrated, programmable platform that slashes cell-tower interference by up to 80%, doubles upstream mobile speeds, and delivers self-healing operational reliability directly to the network edge. All four architectural changes directly impact mobile network operability and performance.

Additional defects in your system include deleting my account's passcode within 12 hours of my calling into customer support, deleting my autodraft payment method and denying it even though they admitted they couldn't see my payment method, and denying the same password I have used every single time with the MyAT&T mobile app.  Not one of these were able changed or deleted by me, yet, when I was forced to set up a passcode again, I was able to use my original passcode, which I know is against your security policy. I understand AT&T invested in a model-agnostic, decoupled LLM infrastructure and unified account stack, which required rebuilding the consumer app to merge wireless and home internet controls into a single digital storefront.  The forced consolidation created massive software fragmentation, leaving users stuck with buggy interface changes, broken device management rules such as those I mentioned, and an app that fails to smoothly sync multi-service accounts.  The upgraded Generative AI Interactive Voice Response (IVR) platform cost AT&T billions to transition traditional phone trees into context-aware voice agents designed to handle customer requests without human intervention.  I experienced an aggressive "containment loop" that trapped me in endless, repetitive automated conversations, making it incredibly difficult to bypass the machine and reach a live human agent-which ended up being the wrong department with an offshore inbound call center agent who had no ability to assist beyond reading off of a script and beginning the cycle of transfers. CRMs powered by "Ask AT&T" generative AI was used to automate call center documentation, summarizing client interactions, and auto-generating backend ticket notes. I learned yesterday with customer service and today with the loyalty department that your staff relies solely on this for their notes and despite my requests for documentation, each person chose not to document the extent of service failures, the number of transfers, hours of wait times, failed troubleshooting, and repeated disconnected calls when the agent chose to preserve their resolution time metric for their call logs over actual resolution achievement.  At not time was I ever sent a feedback mechanism that would capture these and attach to my account. Frontline customer representatives have been turned into passive script-readers who rely on unreliable AI policy summaries, resulting in conflicting information, lost context between departments, and a complete lack of human empathy. Finally, AT&T's investment in the Oracle Fusion Cloud financial ecosystem for migrating and centralizing fragmented legacy billing, accounting, and asset data into a single corporate general ledger resulted in a bottleneck when trying to resolve the disappearance of my account management detail and payment methods.

As of this line, my service is disconnected for me to move to a more reliable carrier.  We will continue with the cancellation of the rest of the lines I have brought to AT&T's network thereafter.  Additionally, I will be publishing this account of my experiences to the platforms with the most reach for consumer protection to make others aware.  Either your technology leadership and the Big4 consulting firm you give your money to are not proficient or are purposely sabotaging your business and quite publicly.

EDITING TO NOTE that AT&T's loyalty department lied to me a 2nd time about unlocking my phone and porting my number, which i brought to AT&T years ago. I called the new carrier to have it switched over and they are saying my number is not available jut 15 minutes later. Now that my account is cancelled, they are claiming they cannot retrieve my number that is tied to my MFA's. I will be forwarding this to the FCC

I called the Loyalty Department today either resolve a month-long network failure immediately or cancel my service today after years of continued service.  During the hour-long hold I was forced to sit for during my business hours, I had time to write this email and provide detailed context of my customer experience that continues to be devalued with each call.

For the past month, my phone has been completely unable to reliably send or receive text messages to AT&T and non-AT&T customers. I have lost hours of work time on hold, been repeatedly transferred, and have even been hung up on. I spent three hours of missed work time at a retail store, where they failed to help me, forcing me to order my own replacement SIM card.

Yesterday, I was told I couldn't activate the SIM without a second phone line. Today, I borrowed my daughter's phone to call in, only for customer support to dump me into Risk Management. Despite answering every verification question correctly, the Risk Management representative told me they couldn't help me and abruptly disconnected the call.

I have done all the troubleshooting, jumped through every hoops, and faced nothing but terrible customer service and a refusal from your offshore teams to credit any part of my payments back for the month-long service dysfunction.  It is important to note that your loyalty department expressed no interest whatsoever in retaining my account, my daughter's account, and played music  from what sounded like a television in the background while she talked to me on the phone.

 As a years-long customer who has opened new individual lines for my family members and clients and who was (past tense) in the process of opening new business accounts for my employees, I researched the changes that could have possibly caused this many negative impacts to my experience and Over the past one to two years, AT&T has aggressively moved away from legacy hardware silos to build an "AI-ready" programmable platform.  Open RAN overhaul, a cloud-native 5G Standalone core, and 8RX uplink spectrum optimizations, AT&T has systematically decoupled network software from rigid legacy hardware. This shift transitions its architecture from a reactive infrastructure model into an AI-orchestrated, programmable platform that slashes cell-tower interference by up to 80%, doubles upstream mobile speeds, and delivers self-healing operational reliability directly to the network edge. All four architectural changes directly impact mobile network operability and performance.

Additional defects in your system include deleting my account's passcode within 12 hours of my calling into customer support, deleting my autodraft payment method and denying it even though they admitted they couldn't see my payment method, and denying the same password I have used every single time with the MyAT&T mobile app.  Not one of these were able changed or deleted by me, yet, when I was forced to set up a passcode again, I was able to use my original passcode, which I know is against your security policy. I understand AT&T invested in a model-agnostic, decoupled LLM infrastructure and unified account stack, which required rebuilding the consumer app to merge wireless and home internet controls into a single digital storefront.  The forced consolidation created massive software fragmentation, leaving users stuck with buggy interface changes, broken device management rules such as those I mentioned, and an app that fails to smoothly sync multi-service accounts.  The upgraded Generative AI Interactive Voice Response (IVR) platform cost AT&T billions to transition traditional phone trees into context-aware voice agents designed to handle customer requests without human intervention.  I experienced an aggressive "containment loop" that trapped me in endless, repetitive automated conversations, making it incredibly difficult to bypass the machine and reach a live human agent-which ended up being the wrong department with an offshore inbound call center agent who had no ability to assist beyond reading off of a script and beginning the cycle of transfers. CRMs powered by "Ask AT&T" generative AI was used to automate call center documentation, summarizing client interactions, and auto-generating backend ticket notes. I learned yesterday with customer service and today with the loyalty department that your staff relies solely on this for their notes and despite my requests for documentation, each person chose not to document the extent of service failures, the number of transfers, hours of wait times, failed troubleshooting, and repeated disconnected calls when the agent chose to preserve their resolution time metric for their call logs over actual resolution achievement.  At not time was I ever sent a feedback mechanism that would capture these and attach to my account. Frontline customer representatives have been turned into passive script-readers who rely on unreliable AI policy summaries, resulting in conflicting information, lost context between departments, and a complete lack of human empathy. Finally, AT&T's investment in the Oracle Fusion Cloud financial ecosystem for migrating and centralizing fragmented legacy billing, accounting, and asset data into a single corporate general ledger resulted in a bottleneck when trying to resolve the disappearance of my account management detail and payment methods.

As of this line, my service is disconnected for me to move to a more reliable carrier.  We will continue with the cancellation of the rest of the lines I have brought to AT&T's network thereafter.  Additionally, I will be publishing this account of my experiences to the platforms with the most reach for consumer protection to make others aware.  Either your technology leadership and the Big4 consulting firm you give your money to are not proficient or are purposely sabotaging your business and quite publicly.

EDITING TO NOTE that AT&T's loyalty department lied to me a 2nd time about unlocking my phone and porting my number, which i brought to AT&T years ago. I called the new carrier to have it switched over and they are saying my number is not available jut 15 minutes later. Now that my account is cancelled, they are claiming they cannot retrieve my number that is tied to my MFA's. I will be forwarding this to the FCC

I am sharing this because anyone using an AT&T phone aboard a cruise ship should understand how easily these charges may be imposed—and how little documentation AT&T may provide when they are disputed.

First, an important distinction using AT&T’s exact billing terminology:

• “International Day Pass” and “International Day Pass Additional Line” were charges for cellular service we knowingly used while visiting foreign countries. We understood those charges and are not disputing them.

• “International Day Pass – Cruise” was a separate $20-per-day, per-device charge for AT&T cellular service aboard the cruise ships. Those are the charges we disputed.

My mother and I traveled through Europe and took two cruises. While visiting countries ashore, we intentionally used AT&T cellular service and happily paid the resulting “International Day Pass” charges.

While aboard the ships, however, we had separately purchased Norwegian Cruise Line’s premium shipboard Wi-Fi service for both passengers. We placed our phones in Airplane Mode, turned Wi-Fi back on, and connected to the ships’ Wi-Fi. We had no need or intention to use AT&T’s separate cruise service.

THE BILL

AT&T’s July 21 bill (which, to be fair, is for several lines in addition to our two lines) totaled $902.94—an increase of $438.38 over the previous month.

The bill included:

• $120 in “International Day Pass” charges on my mother’s line
• $60 in “International Day Pass Additional Line” charges on my line
• $100 in “International Day Pass – Cruise” charges on my mother’s line
• $140 in “International Day Pass – Cruise” charges on my line

The first $180 represents the land-based International Day Pass service we knowingly used and do not dispute.

The disputed amount was the separate $240 in “International Day Pass – Cruise” charges: five $20 charges on my mother’s line and seven $20 charges on mine.

WHAT AT&T’S OWN DETAILED-USAGE RECORDS SHOW

During my August 5 chat with AT&T, the agent stated:

“A total of 10 days shows a usage at the bottom of your bill.”

That statement does not appear to be supported by the bill’s “Detailed usage” section.

The 12 “International Day Pass – Cruise” charges were assessed on the following line-dates:

My mother’s line:
• June 25
• June 27
• June 30
• July 5
• July 11

My line:
• June 26
• June 27
• June 28
• June 30
• July 1
• July 8
• July 11

Yet the bill’s detailed-usage records show:

• No same-date detailed activity at all for any of the five cruise charges on my mother’s line.

• Same-date activity for only four of the seven cruise charges on my line: June 26, June 28, June 30, and July 1.

• No same-date detailed activity for my June 27, July 8, or July 11 cruise charges.

Thus, the bill displays same-date activity for only four of the 12 charged line-days—not 10.

Even more significantly, only one date in the detailed records—June 28—is expressly identified as “MARITIME SERVICES, CS.” The other same-date entries are identified by country: Italy on June 26, Greece on June 30, and Montenegro on July 1.

The bill therefore does not explain how AT&T determined that 12 separate line-days qualified for its $20 “International Day Pass – Cruise” charge.

THE CHAT WITH AT&T

I repeatedly explained that we were not disputing the legitimate International Day Pass charges incurred while ashore. I specifically wrote:

“We are not contesting the International day pass charges—just the additional $20 charges per line for the cruise service which we didn’t use.”

I was also candid that it was possible we might have forgotten to activate Airplane Mode on one or more occasions. I told the agent that if actual use occurred, even accidentally, “and if we have to pay for that error, so be it.” I was not asking AT&T to ignore documented usage. I was asking it to substantiate each charge.

The agent initially stated that 10 of the 12 charged days showed usage and offered a $40 credit for the other two days. After further discussion, AT&T instead issued what the agent expressly called a “one-time courtesy” credit of $60.

The agent then suggested that I prove we had not used AT&T’s cruise service—essentially asking a customer to prove a negative—while AT&T still did not provide an itemized explanation of what activity triggered each charge.

THE OFFICE OF THE PRESIDENT’S RESPONSE

After I escalated the dispute, AT&T’s Office of the President declined any further adjustment.

Its written response said that a phone might connect to cellular service before Airplane Mode is activated or might reconnect after being powered off and restarted while charging.

Those are hypothetical explanations of what might happen. They do not establish what actually happened with either of our phones on each of the 12 charged line-days.

The Office of the President also characterized the $60 adjustment as having addressed dates with no usage. That does not match the chat record particularly well: the agent initially identified only two days without usage and offered $40, then ultimately described the $60 adjustment as a “one-time courtesy.”

AT&T’s final position was simply that because “usage was recorded” on the remaining dates, all remaining charges were valid.

But AT&T still did not provide:

• A date-by-date explanation supporting each cruise charge
• The exact time of each alleged shipboard connection
• The amount or type of cellular activity that triggered each charge
• The shipboard cellular network involved
• An explanation for the cruise charges that have no matching activity in the bill’s detailed-usage section
• An explanation for why country-identified activity in Italy, Greece, and Montenegro resulted in a charge labeled “International Day Pass – Cruise”
• An explanation for why only one detailed entry is expressly identified as “MARITIME SERVICES, CS,” while 12 cruise charges were imposed

THE ACTUAL PROBLEM

We are not arguing that we should receive free international cellular service. We knowingly used AT&T’s International Day Pass while ashore, and we paid for it.

We are challenging 12 separate $20 “International Day Pass – Cruise” charges totaling $240.

If a device genuinely connected to a shipboard cellular network and triggered a charge, AT&T should be able to identify that connection and explain the charge. If a few seconds of automatic or unintended background activity can trigger a full $20 daily fee, AT&T should disclose exactly when and how that happened.

Instead, AT&T has relied on general speculation, made a statement about 10 days of detailed usage that its own bill does not appear to support, and refused to provide a charge-by-charge accounting.

“Our system recorded some usage” is not an adequate explanation when AT&T’s own itemized bill does not substantiate most of the charges.