Integretel - billed via SBC-SNET phone bill for 1-900 that never called - trouble getting refund

Complaints.com received the following consumer message update on March 2, 2003:

From: Email User

RE: Integretel - complaint resolved

I resolved my complaint against Integretel concerning "duplicate credit reversal" for a call to a 1-900 porn site I never visited by threatening to report them to the Connecticut Attorney General. The following comes directly from the Better Business Bureau of Silicon Valley web site -- not a pretty corporate picture: The Better Business Bureau of Silicon Valley

2100 Forest Avenue, Suite 110

San Jose, California 95128-1422 BBB Reliability Report Integretel, Inc.

5883 Rue Farrari

San Jose, CA 95138 Customer Experience Based on BBB files, this company has an unsatisfactory record with the Bureau due to non-response to consumer complaints brought to its attention by the Bureau. Our records show that the company has a pattern of complaints concerning Credit or Billing Disputes. The following data concerns complaints processed by the BBB since the firm's file was opened or over the last 36 months, whichever is less. Integretel, Inc. has had 169 complaints. 81 were closed as Resolved. 67 were closed as Assumed Resolved. 1 was closed as Unresolved. 13 were closed as Administratively Judged Responsible. 7 were closed as No Response. Of these complaints: 23 were concerning Selling Practices. 1 were concerning Advertising Issues. 21 were concerning Service Issues. 115 were concerning Credit or Billing. 1 were concerning Delivery Issues. 6 were concerning Refund Practices. 2 were concerning Contract Disputes. The company's size, volume of business, and number of transactions may have a bearing on the number of complaints received by the BBB. The complaints filed against a company may not be as important as the type of complaints, and how the company handled them.

Complaints.com received the following consumer message on February 25, 2003:

From: Email User

RE: Integretel - billed via SBC-SNET phone bill for 1-900 that never called - trouble getting refund

Integretel -- Duplicate Credit Reversal

This company's web site reads: "Integretel offers leading outsourced billing and collection services through the local phone bill, a direct bill, or an online bill. Our extensive billing and collection agreements cover all Regional Bell Operating Companies, GTE, and more than 1,400 LECs in North America. This established network of billing agreements enable our clients to bill over 90% of US consumers through their phone bills." Many of their clients run porn sites. In April 2002, a charge of $32.65 appeared on my SBC-SNET phone bill, which I discovered was for a 1-900 number that I never called. I complained to a SBC-SNET customer service rep, who said the charge would be removed from the SNET bill (I signed up for a 900 number block out at that time). This rep said I should also contact Integretel (1-800-736-7500), to ensure that I would not be billed the following month for non-payment. I explained my situation to the Integretel customer service rep, who first asked that I pay 50% of the charge; my response was to threaten to file a complaint with the Connecticut Department of Consumer Protection, which I never did since the Integretel rep said the charge would be removed (it was, at least temporarily). Fast forward to February 2003, when a charge again appeared on my SBC-SNET phone bill for $32.56 as a "duplicate credit reversal." I again complained to the SBC-SNET customer service rep who again removed it from my bill and again suggested I also notify Integretel, which I did. The Integretel rep explained that a "duplicate credit reversal" occurred because in April 2002, I asked both companies to remove the $32.65 charge, which they both agreed to do, for a total of $65.30, or so Integretel claims. Since the original 1-900 bill was only for half that amount, Integretel claims that I still owe them the other half! (My SBC-SNET bill from subsequent months do not show any $32.65 windfall credit to my benefit). I told the Integretel rep that I had never ordered the service in the first place, and that SBC-SNET and Integretel had to fix the miscommunication between them. I got no where with the Integretel rep, who repeated the same "duplicate credit reversal" to me several times as from a script. I ended the phone call by saying I wouldn't pay the bill, and that Integretel had to purge this charge from its records. I repeated my threat to file a complaint with the CT Department of Consumer Protection, which I will now follow through with should the Integretel charge again appear. Then again, maybe I'll instead file it with the CT Attorney General. Lessons learned: 1) get 1-900 call blocking, 2) save those old phone bills if an illegal charge appears, 3) file a consumer protection complaint -- don't just bluff! -- Frustrated in Gales Ferry, CT