AT&T Long Distance - Four were calls I made to South Africa, one to Singapore. All of the calls were charged at an average rate of around $3.66 per minute, a total of $252 for 69 minutes of calling time

AT&T Long Distance - Four were calls I made to South Africa, one to Singapore. All of the calls were charged at an average rate of around $3.66 per minute, a total of $252 for 69 minutes of calling time

&#160 AT&T Long Distance

I recently acquired a new phone number, and in mid-April 2004 opted for AT&T as my long distance carrier, choosing their plan providing discounts on international calls. On June 23, I also chose AT&T as my local service provider. On June 28, I received my local phone bill, including five calls made through AT&T. Four were calls I made to South Africa, one to Singapore. All of the calls were charged at an average rate of around $3.66 per minute, a total of $252 for 69 minutes of calling time. When I signed up for AT&T service, I had been quoted a rate of 39c a minute to South African landlines, 51c a minute to mobile phones. I naturally called AT&T customer service to ask them to correct my account. After a call lasting 76 minutes, my complaint was unresolved. I first spoke to a very helpful-sounding Catherine Marshall, who assured me that the charges were incorrect and would be rectified. Before this could happen, however, I had to talk to "Accounts," to whom she said she would connect me. I then spoke to Samantha (employee number W68Q0613) who repeatedly asked me to explain my problem, then told me how much AT&T appreciated my business, then asked me to explain my problem. After telling her three or four times what had happened, she told me that she couldn't help me because I now have AT&T local service. I would therefore have to talk to the local service department. She transferred me. I then began a conversation with Sam (#2299) who also told me how much AT&T appreciates my business. I had to explain the problem to him all over again. He told me that he couldn't help me because the problem was with international calls, and I was talking to the local calls department. I informed him that it was the international calls department that had referred me to him. (He was very apologetic, and tried his best to be helpful.) Sam then put me through to his supervisor (after a 20 minute hold)who was very combative. He told me that he couldn't help me, but would connect me with one of his associates, who "knows more about these things than I do." That's how I came to talk to Sam again. He repeated his apologies, and told me that I really would have to talk to an international calls representative to resolve my problem. That's how I met Claudia (#SC760628.) She, like the others I had spoken to, agreed that the charges looked excessive, but hastened to say that this was only her opinion and did not represent a definitive judgment on the matter. She then ventured that it seemed that I had been charged an operator assisted rate for the calls. This surprised me, since the last operator assisted call I made was probably in 1983. She also confirmed that I had indeed been signed up with AT&T long distance at my current number since April 22, a week before any of the calls were made. Claudia told me that she couldn't resolve my problem. This could only be done by "Adjustments." "Adjustments" apparently don't take phone calls, so she had to fill out a form for them, describing my problem. She asked for the phone numbers where I could be contacted for additional information, and told me that I should call back after 5 business days. When I hung up, the call timer on my phone indicated that my call had lasted one hour and sixteen minutes, and my problem was still unresolved. I have been an AT&T customer at various different numbers since the breakup of the Bell system. I have heard many horror stories about AT&T billing problems, but this was my first encounter with the phenomenon. It wasn't pleasant, and I wouldn't wish it on anyone. Obviously, the charges on my account were excessive, and I assume that eventually they will be corrected. But AT&T's customer service (if I can dignify it with such a word) compounded what could have been a minor problem. I had to re-explain my problem to each of the five representatives I spoke to, and every one of them ended up by simply handing off the problem to someone else. Perhaps this complaint is premature: I have yet to hear back from "Adjustments." But even if the charges are corrected, the service I received was absolutely unacceptable. Donald N Rallis, Ph.D.

Fredericksburg, VA 22405

Donald N R Click this link to e-mail the above consumer: //