In 1996, my wife and I installed a modem line so she could work from home. March we had a DSL line installed and the modem line became redundant. We were considering using the line later as a dedicated work-only line. So we kept the line "live", but disconnected it from outlet.
In January, we received a bill for $1649 in long distance charges for calls to Japan. We had never even signed this line up for long distance.
We thought, "this must be a stupid-computer error", but were concerned someone may have "broken into" the line. If calls were being made fraudulently the most prudent action was to terminate service immediately. We called our local carrier, Pacific Bell; reported the "billing error" and had the service disconnected on February 3rd.
The PacBell representative told me I needed to contact MCI to resolve the charges. Only he missed something important - a crossed-line check. He clearly understood, the charges were being disputed and "might be fraud".
Several days later I called MCI Customer Service and was told PacBell needs to do a "crossed-line check". I called PacBell the next day and was told it was impossible to do a CLC after a line had been disconnected - as there wasn't anything to check anymore. He expressed that was an oversight that it wasn't done first.
To be clear, I don't think PAcBell is corrupt; just occasionally incompetent. Generally, they've been helpful (a little). But now we're caught in a "Catch-22" with MCI. Without a cross-line check they refuse to credit us, but there is no way to do it.
Since then I have made numerous calls to MCI Customer Service and to MCI Fraud Investigations and spent countless hours on hold, then explaining the situation to one rep, back on hold and and re-explaning it again, over and over.
Every MCI rep has a different story. One insisted our computer was dialing into Japanese websites while we were sleeping (really, she said that!) Another told me all the calls were placed through an operator (they handle calls to Japanese websites?). When I asked how that was significant, she said it proved that a person in my house made these calls and implied I wasn't being honest.
Another rep told me it was "impossible" for the calls to have come from anywhere except from inside of our house - though countless others admitted the crossed line was the most probable explanation. I wrote a detailed "request for credit" letter to the MCI Customer Correspondence Department. Since then, there have been at least three requests for an investigation on this account - all been denied without any attempt to contact us or investigation.
Then I was told me I needed to pursue the matter through MCI Fraud Investigations. After message after message (they always have "a greater than average call volume" -so you can never reach a live body) a rep from MCI FI called me (on my cell phone) to tell me they won't handle disputed accounts unless there is a specific claim of fraud. When I asked, "then who I need to talk to?", he hung-up on me...
No one has the authority to assist you; nor is there anyone with authority to call you back. Apparently, only MCI Customer Correspondence can, but the only communication I've received are two identical boiler-plate "denial of credit" postcards.
I understand MCI needs to be on guard against persons who steal, misuse or abuse their service, but if they really wanted to know, they could find out:
REVIEW our long distance records:
- We rarely make long distance calls, and never to Japan.
- This line had NO activity from early 2001 until it was disconnected in February. Not even local or local toll calls to fax/modem connections were made during this time.
- NO appliances (phone, fax, computer) was attached to this line.
- ALL of the charges fall neatly into a single billing cycle. This seems rather odd. They start at the beginning of the billing cycle, go on for one month and stop at the end of the cycle. Doesn't that seem a little suspicious? Like something a computer glitch might do?
TRACE the calls from the other end:
- unless they simply don't wish to be burdened, they could cross reference the numbers on the bill and quickly have a short list of who frequents them. A quick review would likely show an account with no charges in December.
When I asked an MCI rep if he would do this, he told me, "no".
When I asked why, he said, "We just don't. We never do. We have too many customers, besides it's not our responsibility. It's your responsibility to prove that you are not responsible for these charges.".
Right now I am trying to keep MCI from reporting this on my credit. I'm going to send letter to "efficient" addresses, and maybe some Consumer Advocates can assist me.
Kevin
San Jose, California
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