I'm a AT&T DSL service only customer... (no land line).
My problem started a couple weeks ago. I received an email from AT&T advising that my bill was ready. It told me that I was being charged some $124.69. As I'm a DSL only customer, I don't have many of the perks that other customers get. For instance, I don't have access to my bill online or other account information. So, after receiving the email... I phoned ATT's customer service department. I spoke to a guy and after some 45 min... (hold time included)... I thought I got the problem resolved. That is, the customer service guy agreed with me and was making the billing adjustments including some $35 in various credits.
This past Friday, (11/11), I got an email from my credit card issuer advising that they had received a charge from ATT for the full $124.69. Needless to say. I was not happy. I called ATT immediately. I couldn't understand the first customer service representative... It sounded like the person was underwater. I called back. The second customer service representative seemed to understand my problem and after going through a couple hold periods etc... Appeared to have it all worked out. He put me on hold again and I lost the connection. I phoned back twice more till I finally got someone that I could understand (that wasn't underwater... Their phone system had obvious issues). That person advised that they were reversing the charge of $124.69... That, it was cancelled and would not complete. I was also told that they proper charge of $88.78 would be processed. It seemed that ATT had fixed the problem.
Today, I got an email from my card issuer that ATT in fact processed and finalized both charges... That is, ATT collected the $124.69 and the $88.78.
Well... After blowing up and calming down... I called ATT. Their phone system advised that the billing office was closed... And for me to phone back during regular business hours. Well, I called my bank card issuer next. They didn't seem too surprised with my complaint about ATT. They took my complaint without any back talk or issues. I was advised that I would receive a provisional (10 day) credit for the disputed charge.
I view this as a serious matter. I don't have extra money to throw around.in my mind, ATT just stole $124.69 from me. That money is bill paying money... To other creditors.
I want my money back and I want compensation. I think I'm entitled to compensation above and beyond just getting my money back. They unlawfully charged my card. They took money they weren't entitled to. They did this without my authorization and against my instructions.
I want my $124.69 and I want a year of my DSL services for free. That seems reasonable and equitable.
My time is valuable. Given the facts... That I had to call them weeks ago, call them again this past friday... And now having to fight them for my money back... I think what I'm asking for is not unreasonable.
0 comments