Public Mediation

AT&T-Dispute-#8029166

B. S. vs. At&T
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 8029166
    • Amount Involved: N/A
    • Filed On: Sep 06, 2011
    • Posted On: Sep 21, 2011
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Contract / Agreement / Promise dispute
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"I have been an ATT customer since 1997. I have always paid my bills on time and in full. Recently we chose to cancel our land line due to the fact every minute of our family has a cell phone and that is all we used. We paid for our land line for many months and only recieved sales calls on it. I called in July 2011 to cancel that service. My account for over a year or more had been in combined billing under the suggestion of an ATT representative. I spoke to combined billling, mobile services, and internet services to ensure my account would remain in the combined billing state even though I was removing the land line service. All three services agreed it would and I would have no problems. I paid my bills without any problems until August 2011. I paid a bill August 15 with check number 4039 in the amount of $227.11. I recieved a statement showing I had paid this amount. So when I recieved an additional bill I was under the impression it was mistake until I reallized the amount due was different. It was less - $191.39 due August 27 late as of September 7. I called August 31 to resolve the problem only to recieve the information that they couldn't locate that information. I offered numerous times to fax a copy to any office I needed to. Finally after nearly 2 hours a representative from combined billing named Vertera gave me a case number - CM2011083126747588 and stated someone would contact me the next day with a resolution. No one ever called. It was a holiday weekend throughout the weekend I recieved several calls/texts to my 14 yr old son's cell phone then they began on my phone which is the number I gave them to contact me. I told that representative NOT to contact my child concerning billing. As soon as I got home from work on September 6th I called ATT only to be placed REPEATEDLY on hold; I was hung up on by two representatives - supervisors : Edward Garcia and Sherry. When I called back each time I had to sit on hold and begin the entire process once again. Each floor supervisor told me something different. The first told me that combined billing refunded my payment and that I was supposed to now pay the mobile portion. The second had no idea what was going on and transferred me to phone payment without tellling me she was transferring me which disconnected us. Finally I spoke to a floor supervisor named Frank who while rude did not hang up on me. He did give me instructions on how to get to a dispute form on the internet. He stated that the bills were for different dates. Which is the opposite of what the representative from the August 31 told me. She stated the bills were for the same dates and that combined billing would put in a transfer to correct the mistake. Frank supposedly did change the primary contact phone number from my child's to my husbands. I requested a notification on my account stating that this was in dispute and no deactivation or late fees to be accessed to give me time to once again contact combined billing as well as my bank tomorrow. He stated the late fees and disconnect would not happen until Sept 27. There is no possible way that I owe over $400 to ATT in one month especially since I have DROPPED a service. I have paid EVERY bill on time actually early. I can not get anyone at thier company to give me a straight answer. To date I have spent nearly 4 hours of my time on the phone primarily on hold and being hung up on. ATT also charged my sons cell phone an additonal $15 for going over his data plan. We were told we would recieve texts to alert us when we were getting close on our data plan. I have received those texts to my cell phone however my son's did not - so he was unaware of how close he was. I feel ATT has unclear business practices. Their representives have told numerous stories and flat out lied about thier practices. This is NOT the first issue I've had with them however it is the first one that thier representatives have been completely rude and unhelpful. It is also by far the most expensive and unreasonable. I do not know what else to do to resolve this problem. If I could afford the buy out on my current contracts I would simply close accounts and change carriers. Unfortunatunly that is not a possible resolution. I do plan to change carriers the VERY second my contracts are up."
...
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What Claimant Wants Hide
What By When How Much
1. Change of policy: show the amount paid; erase excessive late fees and fees applied where the promised service was not provided Sep 12, 2011 N/A
2. Information: all previous bills for the last year mailed at no expensive to me Sep 09, 2011 N/A
Just make me happy!
Claimant invites AT&T to make a fair offer to resolve this complaint.
Non-cash: 2 items
  • 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. This claim will remain posted until resolved
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