AT&T - 800 numbers - trouble with cancellation - ongoing disputed charges

# 14 for May 3, 2003

Complaints.com received the following on May 2, 2003:

From: Email User

RE: AT&T - 800 numbers - trouble with cancellation - ongoing disputed charges When I switched offices, I had two 800 numbers set up through my local carrier, Ameritech. They set me up with AT&T. I received bills from AT&T for a line charge (@$40 per month) and a separate charge for each call made. I switched to PowerNetGlobal in November 2001, by filling out paperwork and faxing it to them with my signature. I continued to receive bills from AT&T for line charges but with no separate charges for calls. I thought I was paying AT&T a rate for having an 800 number.

I found out later that ALL service was transferred over to PowerNet when I called AT&T to have the 800 number transferred to new local numbers due to another office relocation. This was January 2003 , and the rep named Mary told me that they hadn't been providing service since January 6, 2002. She said she couldn't switch anything, as they handled the numbers for a YEAR. This rep then said "so, I guess you want a refund, huh?" I asked why I had continued to receive bills.

She told me that AT&T will not disconnect unless the customer calls to request it. They don't even send a notification to you if your long distance gets switched. Of course, she couldn't tell me who to contact for a refund. Then, I start getting late notices for the bills I kept getting but quit paying (why keep paying for a service that isn't being provided?). I hadn't seen a line charge from PowerNet on their bills because their line charge for 800 numbers was FREE.

I filed a complaint with the FCC on 03/05/03. Got a letter from AT&T from Margaret Berry stating that "On March 24, 2003, Ms. Carolyn Dalton, an AT&T representative spoke.." with me "...who stated AT&T continued billing after she discontinued the account. Ms Dalton found that no one called AT&T to disconnect the service and payments were continually made on the account, which verifies acceptance of the bill."

So, I called this Carolyn Dalton to ask her why she reported in an official response to the FCC that she spoke to me personally, when, in fact, I only worked to 1:30 pm the day in question AND I was the only one in the office that morning. She didn't even know what to say, except that "well, you've called in before". I sent a complaint email to AT&T customer service on 03/25/03 (the day before I got this letter) and still have not received a response. Now I'm getting the "final appeal" letter form the AT&T revenue assurance dept to dispute the validity of this dept. Guess I have to send the certified letter to them to get them to verifiy the debt to me. But, the last bill I received was on 04/05/03 and they both were for $130.00- the letters state that I owe $127 and $110, respectively. Don't know why there's a discrepancy there, either. They still haven't disconnected the account-can you believe it? Here's the kicker- my attorney wants to find more people in a similar situation so we can file a class action against AT&T. Reply here or to me directly. I'd LOOOOOVE to hear your story! Jennifer