Some AT&T customers who buy bundled packages of services including landlines, cellular and satellite television have been running into a problem recently: AT&T keeps “losing” part of their monthly payments.
KOVR-TV’s consumer reporter Kurtis Ming shared the story of Karen and Darrell Smith. The Sacramento area residents were AT&T landline, cell phone, and satellite TV customers for years, faithfully paying their monthly bill on time with no problems until the family decided to cut the cord on their landline service.
Darrell says he was told it would be no problem. “She did say that once we cancel the landline then we wouldn’t be eligible for the bundle anymore, but we’ll just get a bill for it and just pay that.”
The Smiths say they paid their AT&T bills online in September, and October. But then they received past due notices from both DISH Network and AT&T. So what happened to the payments they have proof they paid?
“They said they had no way of knowing where the money went,” says Darrell. “Once it comes in it’s gone,” says Karen.
The Smiths say the billing issue didn’t seem to surprise AT&T.
“He said, ‘All you had to tell me was that you were having trouble with the bundled billing department because everybody in this company knows that money gets lost there all the time,’” says Karen.
Thus began several months of ongoing billing nightmares for the family, including familiar “buck-passing” between DISH, who blamed AT&T for the billing errors, and AT&T, whose representatives eventually zeroed out their balance, if only to get the Smith family out of their collective hair.
After AT&T shut off their cell phone service because of “past due” bills, the family cringed every time a new bill arrived, wondering what new problems would be coming next.
“How can a large company like this operate with such disjointed departments and such a lack of ability to communicate? She said that they’re working to improve that,” Karen tells the Sacramento CBS station.
After four months of nightmares, the family called the TV station hoping their consumer reporter could penetrate AT&T’s billing department and get the billing fixed once and for all.
Steven Smith (probably no relation), an AT&T representative, sent the station an official explanation that seemed to blame it all on the Smith family:
Ming
[…] Three revised final bills were generated due to payments made on the account. The first final bill separated the combined Mobility and DISH accounts. It appears the consumer did not understand that separate bills would be rendered from DISH and AT&T Mobility after the landline disconnection and the customer evidently did not notify their financial institution of the account changes for automatic payments….
Another AT&T representative suggested it was inappropriate for a customer service agent to state the company was having billing problems.
Ming was happy to report AT&T appears to have fixed the problem, at least for one family.
AT&T customers should always scrutinize their bills to make sure they are accurate. If errors are found, contact the company as soon as possible.
[flv width=”640″ height=”380″]http://www.phillipdampier.com/video/KOVR Sacramento ATT Losing Money 1-4-11.mp4[/flv]
KOVR-TV Sacramento’s consumer report Kevin Ming describes the story of one family’s ongoing billing problems with AT&T. (3 minutes)
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