AT&T recently found itself at the center of a billing dispute after a customer in Texas received a wireless bill totaling $6,223.60 for the month of November. The customer, who shared their ordeal on Reddit, revealed that their usual monthly bill of $250 skyrocketed due to a $5,956.92 charge for “Data Pay Per Use.” At $2 per MB, the charge stemmed from approximately 3GB (or 3,000MB) of data usage, amounting to an eye-watering $6,194.
The customer, a long-time AT&T user with over a decade of service, expressed disbelief at the error. They stated that they’ve always subscribed to unlimited plans, making this sudden charge a clear mistake. “This has caused a huge amount of stress on me and my family around the holiday,” they wrote. With four wireless plans on their account and a First Responders’ discount in place, the unexpected bill was both financially and emotionally taxing. The frustration even led them to consider switching to T-Mobile.
Resolving the issue proved to be a time-consuming and frustrating process. The customer spent days reaching out to AT&T, spending over an hour on the phone with customer service agents, speaking with a supervisor, and visiting a local store. Their case was escalated to AT&T’s president’s office, but initial interactions only added to the confusion. The president’s office reportedly redirected the customer back to a store and closed the case. After further follow-ups, the office reopened the case and requested additional time to investigate the issue.
AT&T eventually resolved the problem. The company credited the erroneous charges and issued an additional goodwill credit, much to the customer’s relief.
“Hats off to the office of the president as they provided amazing service and got the issue resolved ASAP once they got involved,” the customer wrote in an update.