UCAN

Hi. Yesterday my husband and I received a large bill, as well, regarding Data Usage. We originally reupped our contract with AT&T and got new phones because the old ones were crappy (we'd had them for 2+ years). On the new phones we saw that there were some interesting applications that offered 3-5 day trial periods, like XM Radio and the MobilTV, and there was also a handy forcast application. I thought, "well these would be great to try out and see if we want to subscribe. I had no idea that accessing these applications would mean that I would be connecting to the internet. If I did, I wouldn't have even bothered checking them out. As it was, it said free trial and I thought that viewing these applications would be free. Turns out the application trial was free, but not the ability to access it. I got charged for looking at them! When you click on the application, it says "MobiTV streams live video to your phone and will require a large amount of data. You are strongly recommended to subscribe to an unlimited data plan.." Well, why would I subscribe to a data plan when I was only viewing an application that I may or may not purchase, and have to pay for the data plan so I could view these applications during the Trial Period? So I'd be paying to look at something that was free on my phone that I may or may not subscribe to in the end... Doesn't make sense to me.

Well, got our extremely large bill (which almost put me in labor!)(to us, with only one income, $500+ more than we usually pay is extremely hefty) I found out that accessing the applications during the trial period really isn't free. Free is with strings attached. To view these applications during the free period, you must first purchase a data plan and then if you decide to purchase the application, you'll have the subscription for the application, plus the data plan purchase, which is ridiculous. Viewing during the free trial period is not free!!!

So I called the customer service reps and, I admit, was a bit harsh with the guy on the phone. Bet he wasn't expecting to talk to an angry hormonal pregnant woman. This is why my husband should have talked to them. He's more calm than I am...and not hormonal, either. But I'm a ''take action'' sort of person. Anyway. He filled out a credit request form and said it would take 7-10 days for an approval or denial and I'd get a call from the people who deal with credit requests once a decision had been made. I wasn't satisfied. I wanted to talk (and still do) to someone from that department to explain to them why I feel cheated and why I would not have knowingly and purposely put myself in a position where we would owe so much money BEFORE a decision is made. I mean, why would anyone? I called back today several times, much calmer and more polite, I assure you, and spoke with several different people regarding my issue and pretty much was told I can't speak to the "Escalations Department" because there isn't one and that the people who deal with credit requests don't deal with customers so I can't be transferred to them, and yet they will be the ones calling me to inform me as to whether or not they've approved my request. What???? How is that not dealing with customers? And then I was informed by the customer service representative that if I was denied, I can't resubmit. Well, if I'm denied, I'll have to contact the office of the president of the escalations department that they claim doesn't exist and go from there. If I get nowhere, then to the media it is I guess. I would really love to avoid the media, though.

Good news though, until they reach a decision, they won't charge me late fees for the portion of the bill I'm disputing, so I only have to pay the remaining balance and they won't shut off our phones. Since I know now that I'll be charged for any and everything I try to access, I haven't even bothered looking at any other applications that may be "free" on my phone.

Sorry this is so long. Good to know there are others out there who've experienced the same issues I have and I'm not alone. Although I wish none of us had to go through this headache. (And the customer service reps have to listen to us rant and rave about how wrong it is, too. You got to feel a bit sorry for them. They don't make the policies. Wish I could apologize to the guy I spoke with within minutes of viewing our bill. And he was new, too!)