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 

Also, AT&T promised a $25 credit on my account for the 
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 --
then it needs to do so now.

It sounds as if AT&T overwhelmed you with bills, one for each service. That's particularly bothersome if you're receiving paper bills from the phone carrier. One great way to fix that is by signing up for AT&Ts paperless billing option. Instead of sending a paper bill every month, you'll receive an electronic notice.

You can view, print, or download your current and previous bills for up to 16 billing periods. I love the way you handled this. Instead of calling AT&T, you did everything online -- and you got it in writing. Having a written record of both transactions makes a resolution so much easier. I think it's interesting that most phone companies do what AT&T does: they strongly encourage their customers to call, rather than write, with a problem.

That seems like a convenience to you, until you realize you don't have a record of the conversation. You were smart to scroll down and click the "Chat available" button. I wish more customers would do that. Frankly, I don't understand why AT&T wouldn't automatically consolidate your bills. It seems like a waste to generate three separate invoices for you.

But maybe I'm naive. After all, who knows what goes on behind the scenes at a big company like AT&T? You can always contact one of the AT&T executives through my consumer advocacy site. (For their convenience, I've consolidated all of AT&T into a single page. You're welcome, AT&T.) You reviewed your bill one more time and discovered that AT&T had, in fact, credited you with the $25 as promised. I contacted AT&T on your behalf. It turns out AT&T can combine the wireless bill and the internet bill, but not your home phone.

A representative suggested you switch your home phone to voice-over-ip service, which would let you combine all three and would also lower the price of your home phone rate. You said you'll consider it.

 Christopher Elliott's latest book is “How To Be The World’s Smartest Traveler” (National Geographic). Get help by contacting him at © 2018 Christopher Elliott.

submit to reddit
Send to Kindle

Subscribe to my blog via Kindle!

Show Comments: OR

No comments:

Post a Comment

Per comment rate: $2
Payable by either clicking the BitCoin "tip me" button or the PayPal "donate" button in the sidebar.

Because, like the fine publication Tablet, whom I borrowed this concept from, I too am committed to bringing you the best, smartest, most enlightening and entertaining reporting and writing I'm able to provide, all free of charge. I take pride in my loyal readership, and I'm thrilled that you choose to engage with me in a way that is both thoughtful and thought-provoking. But the Internet, for all of its wonders, poses challenges to civilized and constructive discussion, allowing vocal—and, often, anonymous—minorities to drag it down with invective (and worse).

I'm asking people who'd like to post comments on my blog to pay a nominal fee—less a paywall than a gesture of your own commitment to the cause of great conversation. All proceeds go to helping me bring you the provocative and/or entertaining articles that brought you here in the first place.

Readers can still interact with me FREE of charge via Facebook comments and Google+ comments! You can also reach me via Twitter @davelucas

I hope this new largely symbolic measure will help create a more pleasant and cultivated environment for all! Those of you who choose to contribute, thanks for your support.


Your comment will appear after you have made your donation.

All IP addresses are logged.

Your comment will not appear immediately as all messages are vetted before publication.

PS - Any more questions? Check out my Policy & Terms of Use FAQ!

Related Posts Plugin for WordPress, Blogger...
Web Analytics