In the beginning of December of '03, I called AT&T and ordered their service in order to receive their internet service. After I was finished with my order, I found out thru conversation that their internet service would not meet my needs. I asked to then cancel the order I had just placed for service.
The operator told me that I could not cancel it, it needed time to be in their system in order to cancel it. She advised me to wait 24 hours and then call back to cancel it. I then immediately called my current telephone provider and conveyed to them what had just occurred, and they told me they could not stop an electronic order if they received one.
The following day, 24 hours later, I called AT&T and canceled the service I had ordered. I was provided with a cancellation confirmation number by the operator. I then called Talk America and relayed the information to them just to let them know it had been canceled. Under my service plan with talk America, local and local lond distance is covered under a flat rate.
A week or so later I received an-mail confirming my order with AT&T I immediately called them again, and spoke to an agent named Amy, and she confirmed it had been canceled, and it probably just couldn't be taken out of the e-mail system early enough, but not to worry... It was canceled.
Well, around the 20th or so of January '04, I received a bill form AT&T for services rendered for telephone calls made. The calls they were billing me for were covered under my Talk America plan, and my bill never stopped with Talk America. I had just paid my Talk America bill. I asked for a supervisor, and repeated this inform to him, and asked him to also stop the service with them and to fix the bill to reflect a zero balance. I told him of the cancellation confirmation number provided to me by AT&T. He would not modify the bill but said he would cancel further service. I told him I wanted to speak to his boss, and he said he would put in a request for a supervisor to call me. None ever did. I then again called Talk America and relayed the latest inform to them and asked them to again resume all of my service with them. I asked then how was I receiving a bill from them and AT&T at the same time. They said was for service they provide me with.
The next month I received yet another bill from AT&T, and I again began the unsuccessful quest to rectify this problem. I have spend countless hours, days, and arguments with AT&T, and even Talk America tried to help me with conference calls to AT&T to no avail. AT&T said it was up tp Talk America to not allow the order to go thru, but, Talk America says they lack the technology and the legal ability to disregard any electronic order to switch carriers of a telephone server.
AT&T says they can't cancel any orders of service that are placed with them... So, I am in the middle of the flaws associated with these two companies, and I am the one who is in collections, and have had a black notch added to my credit report as a result of this. I did as directed by AT&T rep's as to how to cancel this transaction, and they did provide me with an cancellation number... NBBG1205.
There are records of every conversation I have had with AT&T and Talk America concerning this matter. I did not just sit by and allow this to fester. I am just unable to find a resolution to this matter besides paying for services I did not own... I had canceled them
I have unsuccessfully tried to resolve this, and AT&T is not telling the truth. I complained to the state attorney general, and they said I did not cancel until the end of January. That is not true. It was December 5th. They only finally cancelled it when I called up about the bills they were sending me.
I would like AT&T to won their responsibility in this mess, and credit me for the amount they claim I owe, and also to clear up the bad rating they gave me on my credit report. And last of all, I think there should be some sort of procedure that is very clear when some one is canceling an order. AT&T wants to blame Talk America, yet Talk America told them and sent them faxes proving to AT&T that they can not refuse to switch an order of they receive one. AT&T is seriously flawed, and in the wrong here. Thank you for your time and assistance. This has been going on for 2 years now.
Suzanne
Wixom, Michigan
U.S.A.
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