• Report:  #46947

Complaint Review: AT&T - Nationwide

Reported By:
- Albuquerque, New Mexico,

Nationwide, U.S.A.
Tell us has your experience with this business or person been good? What's this?
In I moved to my current home in November of 2000, I had a second phone line installed for my computer. Just a few days ago, in February, 2003, I discovered that each month I've had that line, AT&T has been charging me $7.53 for a long distance package on that line. Even though the charge appears on my phone bill each month, AT&T has that account under a different name, and a different address. That name and address are apparently those of the woman to whom the phone number was assigned prior to me.

Calls to AT&T go nowhere. I go from one befuddled Customer Service clerk to another, being told time and again they can only reimburse me for six months, not the entire 27 months. I've also been told I should fax each and every bill to the "Precision Response Team", who "might" be able to help me.

My question is that since they can "see" on the computer that they've been charging me incorrectly all this time...why do I have to produce the bills? Secondly, why do I only get a fax number, and no one I can contact live...not even a phone number where I can try and contact them? And third...if they have the ability to refund the last six months, knowing that it was incorrect...why can't they refund the rest?

Frankly, I've been around enough of these companies to see all the dodges they're throwing out there. There will be no response to my fax. When I try and follow up with a second fax, I'll get a response saying they can do nothing without my "case number", which was never assigned because they never responded, and we'll start going in endless circles, with them hoping I'll just give up.

I've already started the process of complaining to the state public utilities commission, and the fcc, with, as yet, no response from either. I have little hope either agency will help me, or that I'll ever see the other 21 months that AT&T owes me.


Albuquerque, New Mexico

1 Updates & Rebuttals


New Mexico,
problem resolved...possible help for others.

#2Author of original report

Thu, February 27, 2003

Good news...I've found a way to have all the charges credited back. I could only get AT&T to credit the last 12 months...they wouldn't budge beyond that. But I called my local carrier and explained the situation to them, and politely suggested (more flies with honey, you know), since it had been their initial mistake that got the ball rolling, that they should be willing to reimburse part of this bill to. The pleasant young woman I spoke to (THANK YOU Lydia at Qwest!) put me on hold for a few minutes, then came back and said they would 'recourse' my bill with AT&T. In short...they are going to credit my bill for the first 15 months of bogus charges, and bill back AT&T for that amount. AT&T would then have to come after me to get me to pay it back, if they think they have a case, but given the charges are in someone else's name, for a long distance plan I never ordered, they don't have a leg to stand on.

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