BILLING DILEMMA

Until recently, I liked AT&T.....then I moved and it went bad very quickly!!

I sold my house in November 2016 and moved - I had my service transferred and thought all was good. In January 2017 I received an email that my bill was ready - problem is the account number is not mine and the User ID is not mine. I went into the AT&T office and was told this was an error and it would be taken care of.....I took them at their word. I received another email notification (mind you, I never received a bill, only emails telling my bill was ready) that the bill (now $500) was ready. Since I had just talked to them in January, I thought the correction just had not been made/posted. On June 22, I received a notice from a collection agency that I owed $882.52.

I, again went into the AT&T office and found out that this was for service at the house I sold (in November 2016) from November 2016 through April 2017. After spending 3 hours being transferred back and forth between billing and fraud, the final resolution was this: Fraud could not help me because I was "associated" with the address where the service was connected (even though I sold the house and was no longer living there) and billing could not help me because I was not living there when the service was connected and they felt the fraud department should handle it. I was actually on the phone with both representative at the same time while they were arguing about why neither could help me. Both departments were going to check with their supervisors and the representative with the billing department said she would call me back......guess what - yep, you got it, no one ever called me back! If I call or go back in, I can start this story all over again from square 1. The collection agency advised me to pay them, and settle with AT&T later - yeah, I'll get right on it......the check is in the mail!

I do want to commend the young man at the AT&T office who helped me....he couldn't have tried harder to help me resolve this, not to mention that he was so patient.....not everyone can spend 3 hours with a disgruntled customer and remain pleasant and very professional. It is good to know that there are individuals who still provide good customer service - a trait that the corporate world would do good to emulate.

Oh, and did I mention there was never a break in my billing – the ending balance on the bill from my old address was the beginning balance on the first bill with my new address – and my account number never changed!  I pulled my bills back to 2015 and have proof that I never missed a single payment….

At this point, I am left with no choice but to pursue other options to have this resolved.....