April 23, 2003
Is AT&T Getting Desperate?
Last night when I got home I found a bill from AT&T for about $50. Funny thing is, we have not had AT&T long distance since about 2001, and when we did it was in my wife's maiden name. This bill was addressed to me. Inside, it was for a phone number I did not recognize - 603-343-something. The bill showed no call detail, only the $50 "balance forward". I logged onto their billing web site, and it showed the service address as 1 Westgate Dr -- which is the address of all those apartments ("The White Cliffs of Dover") over on 155 between here and Durham.
So I called AT&T. After waiting on hold forever listening to ads for their long distance, I got a guy in Canada who seemed incapable of understanding my problem, but kept alternatively putting me on hold (to "reserach the account") and then trying very hard to sell me long distance. He would not let up, no matter what excuse I used, until I said, "I certainly have no intention of doing any business with AT&T until I know this billing error is fixed." At which point he transferred me to the billing department. (I thought I was talking to the billing department? Oh well.) Another interminable wait on hold listening to a recorded sale pitch. Finally I got a woman who, after my brief explanation, said "OK I will credit the account and disconnect the service." Just like that? No interest in figuring who you should be billing? I didn't ask. Then she said "It will take a moment for the computer to update your account. While we're waiting could I ask who you use for long distance now?" Uh-oh. This time I was smart: "Ummm, gee, I don't know, my wife handles all that stuff."
Posted by David at April 23, 2003 11:29 AM | EditI am having a huge problem with AT&T billing. The following note to them describes it:
I have been an AT&T long distance customer for a few years. I have also been paying my bills regularly.
My account was current until the statement that closed on 17th of April 2004 and I paid the amount of $218.04 in time.
After that AT&T did some system changes which caused major problems with my account. All the bills after that showed a billing rate of more than five times my plan rate. Consequently the bills were wrong.
Moreover, I did not receive any billing from May 2004 until August/September of 2004. All of a sudden I got multiple bills which were wrong (calculated on the wrong rate). Also, I got multiple copies of the same bills.
Also, in August/September AT&T collections started calling. I talked with Customer Service and they acknowledged the problem and asked me not to pay anything until the problem is fixed andI get corrections. The collections department not only had no knowledge about the problem, but, also they did not want to listen about the problem. I asked Customer Service to advise collections to not bother me until AT&T gives me a corrected bill. However, there seems to be an utter communications breakdown in AT&T.
I also, called the Executive Appeals office in NJ and talked with Mr. Lamont Williams. He again told me to hold off on any payments until the issue is resolved. He told me that he will get back to me in two business days. It has been two months and I have not heard from him.
In the meanwhile collections has been calling me on and off threatening to report the situation to the credit bureaus.
I call this harassment and extortion.
This is totally disappointing and does not at all reflect well on a corporation such as AT&T.
In the bills I have been getting, sometimes there is a lump sum credit applied and sometimes there is none. I have absolutely no idea how much the bill was for my service for the last few months. The problem seems to have been corrected in October-November of 2004. The last two bills were correct except that they carry the previous balance which I am not sure if it is correct.
I have already paid the bill for the last two months (which were correct). I have talked with at least 15-20 different people in AT&T and have not received a correction for the previous months. ON several occasions I have been on hold for more than 20 minutes. Also, on some occasions I have been on the cell phone talking with a representative for an hour which cost me a lot of air time.
AT&T personnel have been telling me that they will get back to me and they don’t.
Not only that, on one occasion the customer service representative hung up on me when I asked for talking with the manager.
Below (in the addendum) is the summary of the bills and the payments I have made.
The correctly billed charges for October-December total $208.20. I have made payments totaling this amount as shown below.
I have asked for the corrected bills (or even a worksheet to show the calculation of the correct amounts). I have been promised this and have not received it. I need to know what month yielded what amount of bill. I have not received this.
Also, the notes that one customer service representative inputs are not visible to some customer service representatives.
Mr. LaMont Williams:
Dear Mr. Williams,
Somehow I lost your email address and am hoping that you will receive this message.
I would like to express a VERY SPECIAL THANK YOU for the duplicate telephone bills (215-860-1278) that I received today! :)
I received the bills from April through October, 2006. There are some still outstanding, dated November, 2006 through April, 2007. Will they be shipped to Spain in a separate mailing?
Please advise.
Have a nice day.
Dione D. Fernandez
Calle Vargas 57A - 1D
Santander, 39010, Spain
34-942-052028
Can anyone give me a good e-mail address for customer service. Speaking to techs on the phone is like talking to a rock. I'm having trouble with the internet.
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