AT&T Agrees to Credit U.S. Soldier's $16,000 Cell Phone Bill
Jose Rivera is a U.S. solider currently deployed in Afghanistan. He's also the father of a newborn baby, and husband to a wife being treated for heart trouble. English isn't his first language, and according to CNet, all of these factors played a role in racking up a $16,000 cell phone bill with AT&T.
Cell phone bill shock isn't a new phenomenon, and in Rivera's case, it appears he was confused about a $4.95/month add-on that he was told would allow him to make international calls to his wife. But what he didn't understand is that those calls would cost $5/minute, and about 50 cents per text message.
"While he should have realized that $4.95 a month was probably too good to be true, he is a young soldier with minimal experience with phone plans or overseas travel," said Capt. Evan Brainerd, Rivera's commanding officer.
Brainerd decided to fight on Rivera's behalf and claims that no one at AT&T ever warned the young soldier about his fast growing phone bill.
"I have been disgusted by the way our soldiers have been treated, and largely ignored by AT&T's customer service throughout our efforts to resolve this problem," Brainerd wrote in a letter to AT&T. "I am certainly not claiming that our soldier, PFC Rivera, is blameless and should not pay to a certain extent for his phone usage. However, $16,000 (every penny that this soldier and his family can hope to save during the course of this 1 year deployment) is a gross injustice."
Brainerd's frustration fueled his persistence, and in the end, AT&T has decided to waive the charges.
"We are crediting the family's entire bill," an AT&T spokesperson told CNet.

Comments
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Solarscreen
December 21, 2010 at 3:39pm
ATT is a heartless company when they think you owe them. Their frontline CSRs are completely powerless to do anything for you and they get nothing but heartache from many ripped off customers.
I fought with them for 13 months over a corporate contract with signatures and lawyers and finally got half what they owed us. (@ $35,000.00 of $78,000.00 they over-billed.) They also tried to scam us on fax service but they got NONE of that. I was personally ripped off by them for $286 after they flat out lied to me and refused to work with me at all.
Maybe you are an ATT fanboy and think I deserved what happened and ATT is an honest company. God help you if they ever think you owe them because you will lose one way or another.
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pastorbob
December 21, 2010 at 5:31am
Good for ATT. Though it took a lot of badgering to get it done they finally did the right thing. This type of problem would never come up if they would explain calling plans clearly up front. But then again in my experience most customer service reps don't understand the plans themselves and really don't care anyhow. They only want to get credit for the sale.
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Carlidan
December 21, 2010 at 12:35am
Wow yet isn't it the conservative administration who have been spying on our soldiers because of the Patriot Act which was passed by which president. And which administration has neglected our soldiers when it came to hospitals? Oh and I wonder which party doesn't want DADT to repeal? Yeah "conservatives" are so patriotic when it comes to soldiers. Nice BS but still like reading it.
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alabasterdragon
December 20, 2010 at 10:26pm
With the way the liberal media has spent the last several decades painting the American soldier as nothing more than baby killers and ruthless murders of non Americans, should we expect American companies to treat them any better?!? Granted since the virst gulf was the treatment has gotten better than it was in the 70's and 80's, but it is still a long way from what WWII soldiers recieved. Military discounts used to me common place, a small tolken of thanks for their willingness to sacrifice so much for so many (often ungratefull) people. Liberty has never been achieved, nor maintained solely by diplomacy. Thank a soldier every chance you get!
I applaud AT&T for doing the right thing in the end, but it souldn't take combat to get them to surrender. I agree with Rivera's CO, that Rivera was in part to blame. He like most people (especially Americans), just agreed to the cellular contract without reading it, or asking for clearification. Shame on all of you who don't read your contracts. I read mine. I even read through my mortgage. I believe in something most people used to, Personal Responsiblity, meaning it is your fault you didn't read the contract, not someone elses.
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Balgaroo
December 20, 2010 at 4:33pm
On a side note, prepaid is the way to go. Those money grubbing basterds cant bill someone when they don't have a name or address to bill it too.
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Emmit066
December 20, 2010 at 1:47pm
US companies should do better at supporting our troops that are out in the battlefield. Thankfully AT&T did the right thing, but all carriers should have a troop deployment plan that is reasonable, easy to understand, and allows our troops to keep in contact with their loved ones without bilking them out of thousands of dollars every month.
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