Hello, all.
A few months back my mother and I had a contract with AT&T and we have been with them for about 3-4 years. I was the second phone number under her contract.
In April, I lost my phone. I'm a quite careless individual when it comes to cellphones -- I misplace my phone all the time. When this happens, I tend to never bend out of shape, because it typically shows up around the house within a few days.
This did not come to fruition in April.
*All my mother's account*
AT&T called my mother to notify her that 500$ worth of international calls had been made. Apparently, they were notifying her since we had no history of making international calls, no less 500$ worth. My mother explained that I had lost my phone recently and apparently, someone had found it and started making these calls.
My mother says at this point, AT&T stated they would renege the charges. I got a new phone, with a new SIM card that same day, but my number stayed the same.
Fast forward to another week or two; AT&T calls my mother again. They state that more international calls are being made on my line (this time, they specify the calls are being made to Haiti) at around 400 dollars. We dispute them again, and assert that the individual must have the phone still, making these calls. If this is possible, we wondered why they would give us the same number, instead of a new one.
At this point we learned that AT&T never reneged the charges, and were expecting us to pay 900 dollars in international calls to Haiti. At that point, my mother quit AT&T and we moved to T-Mobile.
Of course, AT&T is still expecting us to pay for these calls. Apparently, they shaved around 200 dollars off, and a recent bill payment I made chopped the balance down to around 500 dollars. This is still too much. We are a below modest family that consists of only me and my mother and I pay for college out of my own pocket.
I need advice on how to dispute this. A recent conversation with customer service left us empty handed. The rep explained that it is not possible for international calls to have been made from the old phone after the first incident, because the SIM card becomes disabled once the new phone is activated. To the best of my knowledge, this was not mentioned to my mother or I when making their case to us on the second notification. That would have explained to us why we wouldn't need an all new number for the new phone.
The rep was supposed to call me back that night, but never did until early the next morning when I missed the call.
How do I validly dispute this? Is the BBC or FCC the only reasonable option???
Any help would be immensely appreciated.
A few months back my mother and I had a contract with AT&T and we have been with them for about 3-4 years. I was the second phone number under her contract.
In April, I lost my phone. I'm a quite careless individual when it comes to cellphones -- I misplace my phone all the time. When this happens, I tend to never bend out of shape, because it typically shows up around the house within a few days.
This did not come to fruition in April.
*All my mother's account*
AT&T called my mother to notify her that 500$ worth of international calls had been made. Apparently, they were notifying her since we had no history of making international calls, no less 500$ worth. My mother explained that I had lost my phone recently and apparently, someone had found it and started making these calls.
My mother says at this point, AT&T stated they would renege the charges. I got a new phone, with a new SIM card that same day, but my number stayed the same.
Fast forward to another week or two; AT&T calls my mother again. They state that more international calls are being made on my line (this time, they specify the calls are being made to Haiti) at around 400 dollars. We dispute them again, and assert that the individual must have the phone still, making these calls. If this is possible, we wondered why they would give us the same number, instead of a new one.
At this point we learned that AT&T never reneged the charges, and were expecting us to pay 900 dollars in international calls to Haiti. At that point, my mother quit AT&T and we moved to T-Mobile.
Of course, AT&T is still expecting us to pay for these calls. Apparently, they shaved around 200 dollars off, and a recent bill payment I made chopped the balance down to around 500 dollars. This is still too much. We are a below modest family that consists of only me and my mother and I pay for college out of my own pocket.
I need advice on how to dispute this. A recent conversation with customer service left us empty handed. The rep explained that it is not possible for international calls to have been made from the old phone after the first incident, because the SIM card becomes disabled once the new phone is activated. To the best of my knowledge, this was not mentioned to my mother or I when making their case to us on the second notification. That would have explained to us why we wouldn't need an all new number for the new phone.
The rep was supposed to call me back that night, but never did until early the next morning when I missed the call.
How do I validly dispute this? Is the BBC or FCC the only reasonable option???
Any help would be immensely appreciated.