Interesting telephone calls with ATT

[Z-man]

Background:
As many folks do these days, I use my cell phone for all of my long distance calls. So years ago, I cancelled my home phone land line's long distance service. Just about once a year, I get a mysterious bill for ATT Long distance on my Verizon (home phone) bill. Which happened again about a month ago.

So, a month ago, I called ATT support and had them cancel my long distance service, and refund the $13.72 x 2 charges for their service. (They were on my plan for two months - I didn't notice the first month right away). They assurred me that I would not have to worry about this ever again.

So, yesterday, I get my Verizon bill. Lo and behold, I have a credit for $13.72 x 2! Perfect!!! But wait a sec -- what's this -- another charge for $13.72 for ATT long distance service!! Here we go again...

So I call up their billing department, and speak with a manager. They confirm that my long distance account was indeed cancelled back in June.

So I say, "Great - then you can remove the charges for $13.72 for the services that were cancelled."

Idiot 1: "I am sorry sir, while I can cancel your service, I cannot credit you these charges."

Me" "But I never authorized ATT as my long distance provider, and further, I have already cancelled ATT long distance back in June!! Don't you see that!?!?"

Idiot 1: "Yes, I see that your account is disconnected / cancelled. But you still must pay the $13.72 for July 13 throught August 13th.

Me: "What is the status of my account?"

Idiot 1: "Closed"

Me: "When was it closed? "

Idiot 1: "June 13th."

Me: "So it was closed since June 13th."

Idiot 1: "Yes."

Me: "Great - then you can credit me the $13.72 charge that I was billed for on an account that is closed."

Idiot 1: "I'm sorry, I cannot do that. I am not authorized to do so."

I tell Idiot 1 that I wish to speak with his manager. I go throught the same thing. Then he says:

Idiot 2: "You say you never authorized this service? Let me connect you to the Switch Call Center - they will have recorded proof that you authorized this service!"

Me: "Interesting - that recorded proof will be very silent, since NO ONE AUTHORIZED THIS SERVICE!!!!"

So I get connected to a lady called Aspen, who is a manager in the Switch Call Center. I go through the same verification process I've gone through twice already:

Me: "I am Zoltan XXXXX, my phone number is xxx-xxx-xxxx, I live at %%%% Drive in WWWW NJ. "

Aspen: "I see that you are currently an active ATT long distance customer.

Me: "How can that be? The folks in the billing dept I spoke with just a minute ago told me that I was NOT an active customer.

Aspen: "My records indicate that you are."

Me: "Well then, someone is lying to me. But whatever - I need two things from you -- you need to refund me the $13.72 that was billed me, and you need to disconnect my services."

Aspen: "Sir, I cannot do either. You have been an active ATT member since 1991, and according to our records, you have never been cancelled. And I cannot refund you your money since it does not fall under the guidelines under which I am bound to."

Me: "What?!?! This makes no sense! Yes, I was an ATT long distance customer long ago, but since I've had cell phones, I've used them for long distance calls since it is more cost effective that way."

Aspen: "No, you are still an active customer. "

Me: "Well, here's the reference number I got from the billing dept. That will show you that my account is closed."

Aspen: "Sir, I cannot do that."

Me: "What?"

Aspen: "I cannot look up anything in the billing system - I am not trained to do that."

Me: "Then how can you verify anything I've said?!?"

Aspen: "My records indicate that you are an active ATT customer. That is all."

Me: "Ok - who can cancel my account?"

Aspen: "The billing department."

Me: "You mean the department that just transferred me here?!?!?"

Aspen: "Yes."

This is where it simply gets ludicrous

Me: "Ok - then let's do this - you set up a conference call with them, so we are all on the same page and we can get this resolved right away."

Aspen: "I am sorry, I cannot do that. The three-way calling system has been broken since this morning."

Me: "WHAT?!?! "

Aspen: "I don't have the ability to do a conference call."

Me: "BUT YOU WORK FOR THE PHONE COMPANY!!!!! And you claim you can't make a conference call!!!!!?????"

Aspen: "It has been down all day."

Me: "I can't imagine that - where I work, if such a thing were to happen, it would be a disaster. Ok -- what can you do?!?"

Aspen: "I will call billing, explain the situation, and then you will be connected."

Me: "Ok. I still can't believe you can't conference call. But go ahead."

Aspen: "Please hold."

So I listened to the elevator music version of some R&B song (Waterfalls) that three female singers sang years ago (I think one of the singers was Lefty, and Salt N Peppa...)

Idiot 4: "Hello, how may I help you?"

Me: "I am calling regarding an outstanding billing issue. "

Idiot 4: "For verification, may I have your...."

Me (interupting) "I am Zoltan XXXX, I live at xxx Drive, AFDAD NJ, phone number XXX-XXX-XXXX, and my three digit authorization code is XXXX. And my blood type is AB Negative.

Idiot 4: "Thank you. Oh, I see that you are in NJ. This is the CA department. Please hold while I transfer you."

I get disconnected. Great.

I call back the original number.

Idiot 5: "Hellow, how may I help you?"

Me: (in one breath) "I am Zoltan XXXXX. My phone number is XXX-xxx-xxxx my 3 digit security code is XXX. I live on XXX Drive, XXXX NJ. I have been using my cell phone for long distance calls, and I cancelled my ATT long distance service back in June, which was added to my land line account without my authorization, and in the statement I received yesterday, it indicated that I was given a credit of $13.72 X 2 for the two months that ATT had mistakenly charged me for. Your records probably indicate that my account is closed. You will also notice that I was charged for an additional $13.72 since my account has been closed. I wish to completely and utterly close my ATT long distance account on this phone, and I wish to receive credit for the $13.72 that was charged me for this past month, while my account was already closed."

Idiot 5: "No problem. I can do that for you. I am very sorry for this inconvienece."

Me: "Ok - let's get this clear -- I've been on the phone with ATT reps for the past hour. I have heard 'I am sorry' about 50 times. I accept your apology, and there is no need to say that again.

Idiot 5: "Ok sorr--- I mean let me close your account."

Idiot 5: "Sir, while I am closing your account, I have a couple of questions to ask you..."

Me: "Go ahead."

Idiot 5: "Would you be interested in activating ATT long distance service on your land line for a small cost of $2.00?"

Me: "Excuse me?"

Idiot 5: "Would you be interested in activating ATT long distance service on your land line for a small cost of $2.00?"

Me: "Ok - please consider what I am attempting to do here regarding my ATT long distance account. After you consider what you are doing for me here, please answer that question yourself."

Idiot 5: "Oh - sorr--- I mean, I see..."

Idiot 5: "Ok sir, your request is being processed. May I ask you another question?"

Me: "Go ahead."

Idiot 5: "Sir, would you be interested in using ATT as your cell phone provider?"

Me: "M'am, do you remember my opening conversation with you where I stated that I have switched to using my cell phone for long distance calls?"

Idiot 5: "Yes, I do remember - sorr- I mean, I understand."

Idiot 5: "Ok - your request has been processed, and your confirmation number is XXDAFD. Is there anything else I can assist you with today?

Me: "Are you sure it is closed?"

Idiot 5: "You will never have to be bothered with ATT on this again."

Me: "Are you sure?"

Idiot 5: "Absolutely."

Me: "ok - we shall see..."

Idiot 5: "Sir, as part of our ongoing desire to serve our customers, would you say that you were extremely satisfied with the level of service I gave you today?"

Me: "You did what I requested."

Idiot 5: "Great. Thank you and have a great day."

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Two points:
1. What are the odds that I'll see another $13.72 on my phone bill from ATT next month?
2. Ironically, my cell phone service is thorugh ATT....

Sorry for the extremely long post,
-Z-man.

[rouxroux]

"Hello, Hello sir...Is this the party to whom I am speaking"?

"one ringy dingy...two ringy dingies"...

[Christien]

Classic. Subscribing, because I want to see your update next month!

BTW, I've been through this before with phone companies - they do seem to be the worst for hiding behind bureaucracy.

[Moses]

They will cancel your cell service and continue your long distance at the low, low rate of $13.72/month. Just a guess.

[speedracing944]

I hope it is resolved. I usually get real irate and start asking for full names, direct line phone numbers and direct supervisors name and number before I even talk to them. I usually get good results although I go through a couple different levels before I am helped.

I remember when I was having trouble with my furnace I ended at the President of the company. This man actually gave me 30 minutes of his time. It was pretty funny when I was giving him the riot act and started to ask his name and title. Duh!!!

Speedy

[legion]

Sears has been giving me the run around on the crap floorjack and air compressor. They promised me 2 $100 gift cards in May. I got one.

[widgeon13]

I had a similar situation a number of years ago. You can't tell me there isn't some kind of a "three card monty" going on in that situation. If you do that a few million times obviously you have some real money. They need to be hit with a class action before they stop this BS.

[speedracing944]

Originally Posted by widgeon13

I had a similar situation a number of years ago. You can't tell me there isn't some kind of a "three card monty" going on in that situation. If you do that a few million times obviously you have some real money. They need to be hit with a class action before they stop this BS.

And they make it so frustrating to try to resolve it in hopes you just give up.

Speedy

[VincentVega]

I bet little old ladies still get a bill for phone rental every month.

good luck

[legion]

Originally Posted by Chris Martin

I bet little old ladies still get a bill for phone rental every month.

They do. A friend of mine whose father lives in Wisconsin (Madison area) found that charge on his dad's bill. He figures the phone he is "renting" was thrown away back when he was in college (early '80's).

[javadog]

What is really annoying, at least in my part of this sorry country, is that I have to pay a monthly fee for the privledge of NOT having a long distance provider.

JR

[cl8ton]

Send them a check like this!

[craigster59]

They're hoping you get exasperated and just pay the bill. I went thru this with Direct TV. They cancelled the service, but did a "reactivation" at my old address a year later. "Oh, the account was just in hibernation." It's a service not a friggin' animal !

[Z-man]

Originally Posted by javadog

What is really annoying, at least in my part of this sorry country, is that I have to pay a monthly fee for the privledge of NOT having a long distance provider.

JR

What's your monthly fee? Lemme guess: $13.72?!?

-Z

[JCF]

I went through something similar with Verizon.
Took 4 months of me calling and going through that Abott and Costello routine before it was resolved.

[Rick V]

Yeah, and ever try and pay off a credit card acct? Gotta love the $0.34 bill that cames in 2 months later with a $30 late fee attached to it.

[red-beard]

Originally Posted by Z-man

What's your monthly fee? Lemme guess: $13.72?!?

-Z

About tree-fitty...

[speedracing944]

Originally Posted by cl8ton

Send them a check like this!

that is slightly over the $13. It is about $536. You can send a check to me like that. I will cash it!

Speedy

[Tobra]

Do not do this by telephone.

Had similar issue with Sprint on my cell phone, bogus charges for "wireless web, which I had disabled when I got the service. $2 each occasion, on there every month.

Keep track of who and when you have spoken to them on this issue. I made many calls, even several trips to the Sprint store to resolve the issue, also kept track of how long each call. When it was possible to retain your phone # and switch to another cellular provider, I did so. Got a bill for several hundred dollars, termination fees, threat of being sent to collection service and what not, also bogus because I had been month to month for well over a year.

nmWrote them, no joy, because it was not addressed to an individual, so they tell me it gets tossed in the trash. Sent a letter to the VP in charge of customer retentionl, who I was informed was the right person to contact about the problem. In this letter, I gave them a detailed invoice, with charges for my trips to the Sprint Store($150 per), charges for each call I made to them to resolve the issue($250 per hour, first call was on me, as they deserve a free chance to fix the issue, IMHO) Their bill to me was $350, my bill to them was just shy of $2000. I told them in the letter I would be happy to pay them for their invoice, but they had to pay me first, why would I pay somebody $350 when they owe me a few grand? Gave them 10 days, via certified and regular mail. If they did not resolve the problem, which I had been dealing with for almost 2 years, I would be forced to take them to small claims court, and sue them not just for what it already has cost, but also what it would cost me to close my office for a day, or however long it took to litigate it in small claims court myself. I included in this letter the information that a judge would not look to kindly on us showing up in court with a problem that should have been resolved a year ago, and I had made extraordinary efforts to resolve the issue. Let them know if I stood in front of a Judge and said, "I apologize for taking up the courts time your honor, as you can see, I called them, wrote them for over a year to solve this problem. Litigation was my last resort." The judge is not likely to be too happy with them.

got a letter from the VP in charge of customer retention, saying they were crediting my closed account for the amount in dispute, sorry about the misunderstanding or any inconvenience, blah blah.

No more bills in several years, I think maybe I am in the clear. Charge them for your time, your time has value, send them a bill for it

[RWebb]

file a complaint with the state and the feds

- don't pay and dare tehm to send out a collection agency

they won't; if they fiel in court then send AT&T a subpoena duce tectum for all billing and connection and dis-conn. records + the manager in charge who approved your billing - you want him to appear in person

you could also file a claim against them in small claims ct.

if thousands of people do that and clog up the Ct. system then there will be action