Gollapudi Pramod <pyg@pc.usl.edu> (06/23/91)
In a grand display of their 'superior service', 'excellent' customer satisfaction and blah blah blah, AT&T has done it again!! Even before clarifying their earlier statements, insulting their intelligence, they have mailed me a third bill, yes, a THIRD bill for the month of February and March!! This bill states that the charges are for calls not billed earlier. Unfortunately, they goofed. It is a case of rebilling for the month of February and March, with calls starting at the same time to the same numbers as in the previous bill, with different usage periods, and hence different amounts!! For the entire month of March and April, exactly March 9 - April 13, all calls except two or three out of a total of over two hundred calls have been billed for one minute each!! The rate codes applied do not appear in full either. When questioned, an AT&T manager from San Antonio explained that the first bill was a computer error or downloading delay, the second a valid statement and the third 'a mistake' and that they will 'adjust' the bill. Other than making up excuses over the telephone and trying to avoid talking to me, (by offering statements such as 'that office is closed or inaccessible', 'the concerned manager is not at his/her desk'), they have avoided issuing a written statement explaining the matter. How do they determine which of their statements is 'a mistake'?? Is it convenience?? They claim they are investigating the matter but after 25 days of waiting, I have my doubts about their capabilities. Upon reciept of the most recently dated bill, I decided not to take it anymore and lodged a complaint with the Public Service Commissioners office. Is there anything more I could do to make AT&T respond?? This posting is intended to serve the purpose of being a follow up to the earlier ones on this subject and to evoke a response from any AT&T personnel and experienced netters who might be reading the same and can share their opinions. Basically, I would like to know how anyone can mess up as badly and come up with as stupid explanations as AT&T. Is it just another 'AT&T advantage'?? How do I get them to bill me correctly ?? Pramod. pg@gator.cacs.usl.edu (INTERNET) [Moderator's Note: You are aware, I assume, that your complaint to the PSC will be forwarded to the AT&T employee assigned to work in that office handling complaints (or to the person in an AT&T facility designated to respond to 'commission complaints') for ajudication. The Commission staff will NOT attempt to make sense of the billing or figure it out themselves. They will require the AT&T employee to respond to you with a copy to them within a certain amount of time. Depending on the amount of money involved, AT&T will probably at that point decide to write it off to appease you and the Commission rather than devote the same amount of money having a research/adjustment clerk pull it all together. PAT]