Capt. Evan Brainerd outside his new HQ in Afghanistan.Consumer Reports recently named AT&T the worst wireless carrier based on a survey of 58,000 readers. Now the company seems to be confirming the reason why it got that title after reports of how they are handling the case of a U.S. solder based in Afghanistan. The soldier, Pfc Jose Rivera, racked up a $16,000 wireless bill in just one month after a misunderstanding of the carrier’s international plan. Rivera believed that by paying an extra $4.95 a month he could call home to his wife. What he didn’t account for was the $5 a minute charge and the $0.50 a text he would have to pay as well.Since English is not Rivera’s first language his commanding officer, Capt. Evan Brainerd, decided to do what he could to help out with the situation. Brainerd, in addition to Rivera’s immediate officer, Sgt. Malcolm McCallum, both attempted to work with AT&T to get the bill lowered to $9,000 since they believed there was still some liability by Rivera because of the misunderstanding, but were frustrated by their experience in working with AT&T’s customer service. Brainerd is quoted as saying:We have initiated multiple formal complaints with AT&T, none of which have gotten any attention. One request to lower the bill to $9,000, still a huge sum for a young PFC in the Army, was denied without any response or explanation. Brainerd’s belief that AT&T has demonstrated an “unethical, unprofessional and inflexible” attitude is exacerbated by the fact that there was no warning system in place to make Rivera aware of his mounting wireless bill. Luckily, it seems that AT&T has received some holiday spirit in time for Christmas. CNet is reporting that the Rivera family will receive a credit for their entire bill. While it’s great that the wireless company has done the right thing, a dark cloud still hangs over the carrier based on the fact that it took some public attention to get the company to budge.Read more at CNet In a letter to AT&T Brainerd wrote: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. 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.