Apparently someone is listening, or in this case reading. Or maybe not, this is apparently a response to a complaint I filed through PlanetFeedback.com. While I cannot necessarily attribute this response 100% to them (this blog probably affected this response), it might have provided a higher level of rep than the normal route. Thank you PlanetFeedback.com.
I have finally received acknowledgement that they made the mistake - Thank you for finally admitting it - I hope it doesn't take the average customer the collective laughter of hundreds of thousands of people in the future.
Please note the second bolded part of the email. There are a number of qualifications here that I think need to be addressed.
First, as it applies to Canadian roaming rates - rememer there are 2 rates - 1 for unlimited customers like me, 1 for everyone else. If I'm not mistaken they are $.002 and $.005 respectively. Obviously the same rules apply to the later.
Second, as we saw in Peter's case, the same problem applies to other rates, such as text and picture messaging rates. I'm sure there are also other roaming rates - Mexico maybe? I'm not sure.
Third, they need to ensure that they not just update CSR materials, but also phone sales materials - I'm not positive, but I would guess those are separate groups.
The Executive Relations Team responds to consumer issues that are brought to our executives' attention. I am in receipt of your email via PlanetFeedback.com regarding your data charges while roaming in Canada . Thank you for letting us know that we inadvertently incorrectly quoted a rate to you. We have issued a credit to your account of $71.79. In order to prevent any future inaccuracies, we are supplementing the reference material used by our representatives to better highlight that the Canadian roaming rate is .002 dollars-per-kilobyte, which is equal to .2 cents per kilobyte. We apologize for any inconvenience this may have caused you.
West Area Supervisor, Executive Relations