AT&T, for the win!

My wife was reviewing our phone bill, and noticed a couple of suspect charges. Neither of us had any idea what they were for. Of course, this did not make us happy, so we drafted an email to AT&T Customer Support that read:

I have fraudulent charges listed on my bill from Crappy Company and Crappier Company for services I did not request. I want them removed from my bill immediately.

Also, I would like to know why a well-respected company like AT&T would allow a 3rd party to add non-AT&T charges to their billing.

Thank you.

Less than a day later, we received the following response:

Thank you for your request for a credit from Crappy Company and Crappier Company. I am sorry that you were charged for services that you did not authorize. I understand how frustrating this can be. I will be happy to contact these companies for you.

I had been able to speak with both companies. I have two different solutions. The charge from Crappy Company will be removed. Below, I have explained how to handle this situation. The charge from Crappier Company will be credited by that company.

I had been able to speak with Crappy Company to have them cancel the service and credit your account in full. I have noted your account regarding a pending credit from Crappy Company in the amount of $25.90 plus tax. The charge had been $12.95. There had been a second charge for next month that had been sent. This is the reason for the credit being $25.90. This credit will take up to two billing cycles (60 days) to post to your account. If you have not yet received your credit after you receive your June statement, please email us for
further assistance. You may subtract $25.90 from your current balance due.

We recommend that you stay in touch with both AT&T and the service provider to ensure that the pending claim is resolved and that the credit has posted to your account.

In regard to the charge by Crappier Company for $14.95, I have removed these charges from your bill in the amount of $16.07. I have contacted them about the charges but they would not speak to me. Please contact them to cancel the service and dispute the charge. I have removed the charge from your AT&T bill. Please keep in mind that Crappier Company may pursue collection of the charges directly from you.

Crappier Company has requested that AT&T refer customers directly to them for any questions on this section of the bill. Their customer service number is 800-WE-R-CRAP.

As a note, AT&T has no authority or jurisdiction over the billing practices, rates or adjustments of other service providers. Any questions or disputes on the charges billed by companies other than AT&T should be directed to those service providers for resolution.

Ms. Perry, if I can be of any further assistance, please reply directly to this email.

Thank you for using AT&T. We appreciate your business.

Regards,

Steven
Your AT&T Customer Service Representative

Easily the most thorough, impressive and speedy response (less than 1 business day) that I’ve ever received from a company of this size. Considering that blogs are often used for bitching about bad customer service (raises hand), I thought it right to praise a job well done.

Thanks AT&T. Very impressive.

If you like this post you might enjoy following me on Twitter: twitter.com/danperry

Popularity: 2% [?]

No related posts.