AT&T Wireless - upset with performance of "view minutes" website feature - delay in reporing of used minutes

# 9 for May 19, 2003

Complaints.com received the following on May 18, 2003:

From: Mike Grasso [Email User]

RE: AT&T Wireless - upset with performance of "view minutes" website feature - delay in reporing of used minutes

TO:

John D. Zeglis, CEO

AT&T Wireless Group

7277 164th Avenue

North East Building 1

Redmond, WA 98052 FROM:

Michael Grasso

374 Prague Street

San Francisco, CA 94112

415-254-6668

Email User Dear Mr. Zeglis, The world thrives on communication today, which is why I'm so upset with the plan/contract at AT&T Wireless Group. Quite honestly, I'm furious about this issue. Just for the record, here's my telephone information: 415-254-6668. Here's my complaint: AT&T Wireless Service provides a link on their website to "view minutes". This in theory would allow users to view how many minutes they have used in their current billing cycle to avoid going over the maximum allowed. They do have a disclaimer that up to a 45 minute delay could take place, and sometimes longer if the phone call was made using another carrier for the call. It does not indicate how long the delay would be however. My dispute is that the alleged "benefit" they provide (to view minutes online) is actually NO benefit. It is impossible for ANY user to determine what phone calls are showing up as used minutes (because of the various delays in reporting) and thus could not guage how much time they have left to talk on their current billing cycle. As it turns out, I am 200 minutes over the alloted minutes for the current billing cycle, despite giving myself 30 minutes extra at the end of the month to account for the delay in reporting. I visited the website before the bill was cut, and I had 30 minutes left. When the bill arrived, I was over by 200 minutes. Dave ID 530555 recommends "2-3 HOURS" grace period at the end of the month to avoid that problem going forward because of their system limitations.

This would seem to actually benefit AT&T instead (don't use your phone as much) instead of the consumer. The disclaimer on their website (indicating possible delays in phone calls showing up) is NOT sufficient. They admit there are system limitations. Actually though, there IS NO WAY for a person to determine when it's right and when it's wrong. It creates a false benefit. It concerns me how many other people are effected by this. Quite honestly, I've always been somewhat satisfied with your company. Despite this problem, I might continue using your company for wireless service. And I'll probably tell other people about my negative experience so they can avoid it in the future. Here's what I'd like to see happen: Credit me $101.60 for the overage of calls during the May 13, 2003. Account #2002006811 I hope you get back to me soon. In this age of modern communication, seemingly simple things should not go unresolved. I'll expect a response within 10 business days. Sincerely,

Email User CC:

mike

Barbara Boxer