How I settled bill dispute with AT&T by filing BBB complaint

Happy New Year to Everyone. I copied my BBB complaint and AT&T's response as below. Hope it will be helpful to people encounter similar problems. Best to All.



Location Involved: (Same as above)

Consumer's Original Complaint :
I was using a calling card to make international calls to China with my AT&T(previously Cingualr) cell phone. I have been using the same calling card, the same cell phone plan, the same device for almost 2 years. I was never charged of international long distance charges from my cell phone until those charges showed up on my cell phone bill of July 2007.I think this is a fraud of AT&T for the following reasons:1. I checked my calling card record, every international call went through the calling system. 2. I checked my cell phone, there is no record of direct calls made to international destinations.3. I have been using the same phone device, same calling card for almost 2 years. I made numerous calls by this method and never charged of international distance calls from my cell phone service provider.4. The first customer service representative i talked to told me that I have to use a landline to use calling card, otherwise i will still be charged of international long distance calls. She is deadly wrong about that. I use cell phone to use calling card for many years and this is never a problem. She agreed to refer my phone call to her supervisor but I was waiting online for 10 min and her supervisor never showed up.5. The second representative file a complaint into the system.6. The third representative told me she will figure out what happened in the system and she promise to call me back later yesterday. She did not call me.
DesiredSettlementID: Other (Requires Explaination)
Product_Or_Service: Ericsson /SonyEricsson W600i/FamilyTalk Nation 550 Rollover & Unlimited Night/Weekend & Unlimited Mobile-To-Mobile Minutes
Account_Number: 650XXXXXXX
DateServiceStarted: 12/01/2005
Purchase_Price: 59.99
BusinessParentID: 38


Consumer's Desired Resolution:
1. Cancel those long distance charges. I did not make those calls from the AT&T system. I made those calls from my calling card system and it should not be charged on my cell phone bill2. AT&T should apologize to me for my time talking fruitlessly to its customer representatives for almost 2 hours in total.

BBB Processing

09/26/2007 OttO BBB Case closed - Assumed Resolved
09/26/2007 OttO EMAIL Inform Business - Case Closed ASSUMED RESOLVED
09/26/2007 OttO BBB No Consumer Response - Inform Business Assume Res
09/10/2007 AF EMAIL Forward Business Response to Consumer
09/10/2007 WEB BBB RECEIVE BUSINESS RESPONSE : AGENCY'S
NAME: Better Business Bureau Serving San Francisco, Oakland, San Mateo, and Northern Coastal California COMPANY'S
NAME: AT&T Mobility
ADDRESS: 1000 Broadway Suite 625
Oakland, CA 94607
866-411-2221 or 510-844-2000
[e-mail]
ADDRESS: New Address:
Office of the President
P.O. Box 221540
Sacramento CA 95822
AGENCY
REP: Allie Foley, Dispute Resolution Specialist COMPLAINANT'S
NAME: XXXXX XX
AGENCY'S
FILE NO.: 57102985 COMPANY'S
FILE NO.: CM20070830_1077087
AT&T Mobility, formerly Cingular Wireless ("AT&T"), received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Mr. XX states that he was using a calling card to call China and was billed international long distance charges by AT&T for these calls. He states that he has been using the same calling card, cellular phone, and calling plan for the past two years, and this is the first time that he was charged. Mr. XX states that all of these calls also went through the calling card system and were deducted, and he should not have been billed.
An AT&T Office of the President Specialist has investigated Mr. XX's complaint and determined as follows: After careful review of the account, the Specialist discovered that the invoice dated July 2, 2007 to August 1, 2007 shows a total of $1,050.86, plus $147.99 in taxes, for international long distance charges associated with wireless number 650-XXX-XXXX. The Specialist found that the calling card number (650-618-0080) was dialed, and then within the same minute the international number was manually dialed in some instances. This issue would occur if the procedures for utilizing the international calling card were followed incorrectly. Normally, for most calling cards, the calling card number would be dialed followed by a calling card pass code. The international number would then be dialed followed by the "#" sign to complete the call through the calling card system. In the case of the calling card number being dialed within the same minute of the international number, the "Send" key would have been pressed in lieu of the "#" sign to complete the call through the calling card system, thereby generating a second outbound call to the international number. In other instances within the invoice, the calling card number was dialed, and one to two minutes later the international number was dialed directly. This would have been a result of the number being manually dialed, or utilizing the redial function within the device.
On September 4, 2007, an Office of the President Specialist spoke with Mr. XXXXX XX regarding the complaint received by AT&T. In an effort to resolve Mr. XX's complaint, the Specialist advised him that it appears the procedures for utilizing the calling card were not followed properly, resulting in a secondary direct-dialed call to the international number. Mr. XX was informed that as a one-time courtesy, AT&T would adjust the international long distance charges totaling $1,050.86 plus $147.99 in taxes, for a total adjustment of $1,198.85. Mr. XX was advised that if this issue occurs again in the future, the charges would not be adjusted. At Mr. XX's request, the Specialist removed the international feature from his wireless numbers and placed an international dialing block in its place.
AT&T regrets any inconvenience caused by this matter. Mr. XX's complaint is now considered closed. We trust that this letter addresses your concerns regarding this complaint. Please contact us toll-free at 800-498-1912 if you need additional information.
NAME: Tony Shumate, Office of the President Representative DATE: September 10, 2007
08/29/2007 Otto EMAIL Inform Member of Complaint - 1st Letter
08/29/2007 Otto EMAIL Inform Consumer - Member Complaint
08/29/2007 AF BBB Member Complaint Validated by Operator
08/23/2007 web BBB Complaint Received by BBB

所有跟帖： 

• 回複：How I settled bill dispute with AT&T by filing BBB complaint -answer567- ♂ (337 bytes) () 12/28/2007 postreply 17:55:28

• You are such a jerk! -Laomo885- ♂ (0 bytes) () 12/28/2007 postreply 20:52:40

• It's ridiculous to file a BBB complaint in this case!!! -3271963- ♀ (26 bytes) () 12/31/2007 postreply 15:16:03