Friday, December 28, 2018

Consumer Advocate: AT&T promised to fix my bill. Why hasn't it?

AT&T promises Martin Gorfinkel that it will merge three of his bills into one and send him a $25 credit. But it doesn't, even though he has everything in writing. How do you hold AT&T accountable?
 


Q: I have service from AT&T 
for landline, cell phone, and DSL. 

That generates three phone bills each month. I contacted 
AT&T through their chat in May. 

A representative told me that they could not consolidate my 
cellular service into one bill, but that they could merge my
 DSL and landline charges. A representative said it could take 
up to two months to process the order.
AT&T continued sending me three separate bills for the next 
two months. 

I initiated another chat in August. This time, a representative
 said all three services could be consolidated on one statement 
immediately.

Also, AT&T promised a $25 credit on my account for the 
inconvenience. 
Nothing has changed with my billing, and I have not seen a 
$25 credit. 

How can AT&T be held to account for the information
provided on their chat lines?
 -- Martin Gorfinkel, Mountain View, Calif.

A: If AT&T said it would merge your bills -- and send you a $25 credit --
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