Public Mediation

B.P. vs. At&T (Headquarters)

Continual billing issues with AT&T

B. P. vs. At&T - Headquarters
208 S Akard St Ste 110, Dallas, Texas, 75202-4209 , United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"To Whom It May Concern:

I am respectfully requesting a review of AT&T billing practices. My husband and I continually have issues regarding our increase in service charges (without notification) to our monthly statements.
I received our current bill on March 8, 2017, for 1/27/17-2/26/17. Upon reviewing it, an additional $21.87 was included,, stating “One-time Charges, Usage”. I phoned Direct TV and spoke with Jessica at 9:45 a.m., requesting feedback as to the reason for the increase. I explained to Jessica that we had upgraded our Plan December, 2016 at the AT&T store located in Bossier City, LA. My husband and I were told there would be no further increases due to this Plan including unlimited talk and text. The total monthly fee would be $159.11, which was billed for January and February.
After reviewing our account for 25 minutes, and speaking with several co-workers, Jessica stated she could not determine the reason for the increase. She suggested it could be an “Upgrade Fee Adjustment”, but was confused as to why the bill stated “One-time Charges, Usage”. She stated it the amount was unsubstantiated. At this time, I asked if she could connect me to a Manager or Supervisor.
I was connected to Rebecca, an AT&T Manager. I once again informed her of my inquiry into the $21.87 increase. She reviewed my account and en stated the amount seemed to be unsubstantiated, then provided the following 3 possibilities:
1) Our AAA discount had been discontinued;
2) Our Direct TV discount had been discontinued during the summer of 2016; or
3) Our AT&T promotional credit ended in January.
Rebecca went on to state that she reviewed my bill and it did not see “One-time Charges, Usage”. I replied that Jessica had seen this statement on my bill and Rebecca once again stated that it was not on the bill. I affirmed to her that we had been told in December there would be no additional increases to our plan; it was all inclusive. Rebecca responded that there was not further assistance she could provide me on this matter. I replied that this was the third occurrence that we were told one thing at the AT&T store and then it was denied when I spoke to a representative via phone. I went on to state that from now on, I would have to record all in-store or phone conversations in order to provide evidence of the constant discrepancies between the two departments.
In closing, I would truly appreciate your assistance in reviewing AT&T billing practices and clarification as to the “One-time Charges, Usage” fee added to our bill. If this was a single occurrence, I would accept it, but this is an ongoing issue with AT&T, adding additional charges without providing notification or a legitimate reason for the increase.
Sincerely,
Bonnie M. Porreca-Brown"
...
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Claimant timeline (1) - Hide
  • 03-09-2017 — Bill for 1/27/17-2/26/17
Additional Communication Between Claimant and At&T - Headquarters Hide
  • Apr 29, 2017, Claiming party added:

  • To date, AT&T has not contacted me on this claim. All over a request for a refund of $7.99, which I'm sure will put them into bankruptcy! You can count on AT&T to promise you a total bill for a specific amount and (SURPRISE!!!) have additional fees, "one-time charges", etc., on your next bill. Can't WAIT to get out of my contract with them!!!

What Claimant Wants Hide
Just make me happy!
Claimant invites AT&T - Headquarters to make a fair offer.
1. Other – Pay for claim posting cost Mar 25, 2017 $7.99
Cash total : TBD
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from AT&T - Headquarters. This claim will remain posted until resolved
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  • Comment: by Claimant On: 04-15-2017
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  • I wanted to update my information regarding my claim. I received a letter from AT&T on March 31st stating they were unable to assist me due to my name not being on the account. I immediately phoned AT&T and they stated my name IS on the account and has been since December, 2015. There have been no further communications.
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