Have been signed up for Lifeline landline phone rate as I make under $22,000 as stated in AT&T's guidelines.including tax and a request to not be listed in phonebook, rate was $7-something. I have never called long distance, never answered my phone unless waiting for a delivery, and never called anyone as I'm hearing impaired and prefer to e-mail. A few months ago started receiving monthly charges of $15.30. AT&T is supposed to be contactable by email but I tried over and over again to try to find out why I was being charged extra. No answer from them whatsoever. I was tired of going around and around with no luck so decided if I had to call them, I would cancel my phone service. But then again I went round and round for minutes because the automated phone answering service could not understand what I wanted. When I finally reached a live human I was told that this charge was for long distance charges. I told him I have never called long distance and did not understand why these charges were added on. I was mad at the runaround I got and the waste of time so said I wanted to cancel the phone service. First I asked if I could get a refund for these unordered charges but was refused. So - why was I charged long distance when I did not request it and was not charged this at first? Why is it so difficult to get hold of someone and get a reply by email when one has a problem or question that is not answerable in the FAQS? Why are the automated phone systems they have so primitive and such a waste of the customer's time? Over and over I had to re-enter my phone number, several times. This is an example of a huge company being very out of touch with a customer who has a question about their bill!
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