On Apr 3, 2007, I switched my phone and internet service from AT&T to Cox Communication (the local cable company). For some reason AT&T has no idea how to terminate a business relationship. They have been jerking me around over 25 bucks for 3 months now. Ironically they keep sending me letters asking me to come back to AT&T, but I’m so angry with them, that’s a fat chance. Anyway, I’ve spent hours and hours on the phone with AT&T trying to resolve my bill.
Every time I think we have reached an agreement about what I owe ($0.00) I get another bill or surprise. The latest was a call from a third party collections agency. So I spent another 2 hours on the phone with AT&T to determine, again, that I don’t owe them anything.
Below is the letter of dispute I’ve written to the collections agency with my latest call notes. Skip ahead to the call notes, it’s particularly interesting how the different departments within AT&T can’t agree with what is going on.
To whom it may concern
My wife was contacted by your collections agency about a past due amount from AT&T for $25.82. This letter is to formally inform you that this amount is in dispute.
This amount was from when I disconnected my account on Apr 3rd. I was charged for the next month but because I canceled my service I didn’t really owe that amount.
I had previously contacted AT&T on May 7th, and was told I had received a credit and that I did not owe AT&T money.
I’ve contacted AT&T again today. They have confirmed that this is a mistake and that I in fact owe $0.00.
Below are my call notes with your company and with AT&T on 6/25/2007
----------------------------------------------------------------------I called the collections agency back @ 1800 454-2227 at about 9:30 on 6/25/2007
Talked with a rep and told him the amount was under dispute. He gave me an address to send a dispute letter to
97 East Brokaw Rd
Suite 240 San Jose CA, 95112
I called AT&T Collections and first spoke with Chantil - 9:57 6/25/2007
She informed me that she did indeed see a past due balance and that I needed to talk with the high-speed internet department to resolve the balance, because if there was a credit she could not see it.
I was then transferred to the high-speed internet residential billing department. I spoke with Liza. She that there was an adjustment but it did not go through. She said that she would issue a manual adjustment and that she would then transfer me back to final billing where I could verify that the final balance was zero, at which point they would contact the collections agency and inform them that this was all a mistake. Her typist initials are IRLP in the notes field…
She also verified that the initial credit that did not go though (for whatever reason) was “applied” on May 7th 2007.
I was then transferred to final billing where I spoke with Mary.
I told her about my conversation with Liza and she checked the account notes.
She did not see the notes…
She didn’t see the notes from May 7th either! She asked for my cell phone in case they needed to call me back…
I was transferred back to customer service where I spoke with Bill. He sees the credit and doesn’t understand why they (final billing) can’t see the credit “I don’t understand why they can’t see it…they aren’t looking at the notes because It’s clearly there”.
I told him that I need final billing to agree that there is no balance otherwise when I send my letter of dispute to the collections agency, they will contact final billing and they will say “No he owes us money.” If I cant get them to agree that the balance is 0 then I’m screwed.
He said he would try to get final billing on the phone to see why they don’t see the credit.
He spoke with Christie, in collections, who finally saw the credit. He said, she said she pulled it from collections. I asked to be transferred to collections so I could verify that they really have the balance set at zero. (I wonder why I don’t trust them.)
Bill transferred me back to collections/final billing. I spoke with Christie (a different Christie?) I re-capped the above notes. I told her that I wanted to make sure they (collections) did indeed agree that the account was at 0 and that third party collections had been revoked. She said that they did finally show a zero balance and that collections had been notified. “They have a different system than we do and some times the credits don’t show up”
I hope this resolves the matter
Steven H Roemerman
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