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WarumWarum's profile

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3 Messages

Sunday, November 26th, 2017 10:15 PM

International Day Pass package - be prepared for 30% additional charges on top of $10/day rate

I had to travel to Germany about 3 weeks ago, and before I went on my trip I checked into what kind of international plans you had. I used to get the PassPort plan on previous trips, but this time I found that you had added a new international plan called Day Pass, on which you can use your phone on your regular plan for $10 a day overseas. Before I decided on signing up for that plan I had some questions, the main question being, is the $10/day fee a flat fee or are there additional surcharges, fees, and taxes. While I was logged in to myATT account I decided to post that question to the live chat that was offered. I did so not only on one occasion but did so a second time as well when it was closer to the trip. Both times the ATT associate on the other end assured me that there were no additional charges connected to this Day Pass fee.
Well, they were wrong!! I received my bill that included the $10 fee for the 7 days I used my phone in Germany, which added up to $70 which was expected. But in the sections on my bill that listed the surcharges, fees, and taxes there was an additional $20.65 in surcharges, fees, and taxes, beyond what my normal bill would have had. In other words there was about an additional 30% charged on top of the $70 for the Day Pass costing me a total of $90.65. I tried to email ATT only to find out they had retired their Customer service email and they directed me to this forum, twitter, and an app. I don't do twitter and I did not wish to download the app. So I had to come to this forum only to find I cannot include an image***  from my computer of two bills next to each other, the comparison between my latest bill that included the day pass and the bill before with out the day pass. It also included a screen shot of one of the two chats I had with an ATT associate saying that there would not be any additional taxes and surcharges.
Very disappointing. I was completely mis-informed/lied to not once but twice.
ATT, you must tell your associates to have the correct information. And disclose on your website that there is about a 30% up charge to the international Day Pass package in surcharges, fees, and taxes. Typical ATT behavior, I am sorry to say.
*** P.S.  After I officially joined the Forum, I was able to include a photo... see below
 

Day Pass Surcharges_fees_taxes.png

1 Attachment

Community Support

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230.7K Messages

6 years ago

Hello @WarumWarum,


Thank you for bringing this to our attention! It is absolutely important we set the proper expectations during any interaction. Your concerns are valuable to us and we want to make sure this has been addressed. I would love to provide support on this matter!


Understanding your bill is essential, this includes additional charges such as subcharges, fees, and taxes. These charges are applied to your AT&T Wireless services based on rates determined by  place of primary use. We offer a great article which provides detailed information on theses fees.


I hope the information provided helps you out! Have an amazing rest of your day!


Vanessa, AT&T Community Specialist 


ACE - Expert

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64.7K Messages

6 years ago

@WarumWarum This subject of high taxes and fees on that international daily plan has been brought up before but I don’t think anyone ever got a reasonable explanation. I’m convinced there is a problem with the billing system that ATT either doesn’t realize or doesn’t know how to fix. You are absolutely correct, 30% is rediculously high. I hope your post brings an answer this time. @lizdance40, did you ever get an explanation for the high taxes and fees on the $10 international day pass?

ACE - Sage

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116.6K Messages

6 years ago

@sandblaster

I’m glad this came up again as it was never answered.  

I asked, I was told someone would find out, then nothing.  I didn’t follow up very long and the discussion just died out.  

The tax on passport was less than 5% and that is the base plan plus actual usage if you make calls.   Of course it’s based on very restrained use.  I asked over at Verizon but only a couple responded.  Neither said they recalled excessive taxes on Verizon travel pass.  

What I don’t know is if the “all you can use” pass  is being taxed on a whole different basis.  I’ve been saying since day one day pass is a bad deal, especially when we can use Wifi calling and text for free, and that is before the 30% tax came up.

 

 

Contributor

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3 Messages

6 years ago

Today when you responded to my post ATTCares (Administrator) or someone else connected to ATT also replied but not with a satisfactory answer but just a link to an article trying to justify these fees. Below see the screen shot of their reply and then here is the link to the article which just tries to justify the fees/taxes/and surcharges...like I said not at all a satisfactory answer. My biggest objection was that at two occasions when I asked ATT if the Daypass would cause additional charges/fees/taxes etc I was told NO. I just wanted to be prepared before I bought the package and went overseas. Only after the fact I found out the truth!!Here is the link to the article ("great article" they refer to in their reply... but it is not a great article in my opinion): https://www.att.com/esupport/article.html#!/wireless/KM1022940


Thanks for your comment.

ACE - Sage

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116.6K Messages

6 years ago

@WarumWarum  Lol.  That article doesn’t mean squat in this case.  I’m surprised they didn’t send you here..

https://www.wireless.att.com/cell-phone-service/additionalcharges/

You stick in your zip code and it provides approximate taxes and fees.  

It seems the truth is ATT doesn’t know a darn thing about this product.  

 

Contributor

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3 Messages

6 years ago

That is all good and well that there are going to be certain rates in taxes/fees/surcharges depending on where you are, @lizdance40. My biggest complaint in this case is that I asked ATT weeks before I purchased the DAYPASS plan not once but twice on MyATT website per chat, and on both occasions the ATT associates told me NO there are no additional surcharges/fees/taxes on the Daypass plan. Which is clearly not so. My bill was $90 more than normal, $70 for seven days of using the Daypass (7 days x$10), and an additional $20 in fees/taxes/surcharges beyond what I normally pay in fees/surcharges/taxes. It was very plain to see that the additional $70 on the bill caused an additional $20 in fees which is almost 30%. The least ATT needs to do is warn people that there may be an additional 30% in fees/surcharges/taxes when buying the package!!! Full disclosure, instead of lying about it.

ACE - Expert

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23.9K Messages

6 years ago


@lizdance40 wrote:

@WarumWarum  Lol.  That article doesn’t mean squat in this case.  I’m surprised they didn’t send you here..

https://www.wireless.att.com/cell-phone-service/additionalcharges/

You stick in your zip code and it provides approximate taxes and fees.  

It seems the truth is ATT doesn’t know a darn thing about this product.  

 


@lizdance40

 

whats interesting is the op pays 18.5% on there regular bill...  With the day pass added in those fees go to 25% of the bill these a give or take not exact....

 

If you take out that over the top USF charge of 14 bucks the bill would be right...  I am really interested to see why the USF is so high

ACE - Sage

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116.6K Messages

6 years ago

@GLIMMERMAN76

or is it....  tax is on the line fee, not data plan.

$8.13 is 32% of her $25 line fee

$28.78 is 30% of the $25 line fee and $70 day pass. 

But it still doesn’t account for the much lower tax rate on Passport, only about 10% of the passport cost.

@WarumWarum  I don’t believe there was a deliberate attempt to deceive you.  But even worse, a lack of knowledge of the products and services.   

 

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