Bamboozled: An AT&T Customer Complaint
Automatic payments are a helpful, convenient and time-saving service. Whether you use a credit card or have debits taken from a bank account, you’ll know your bills will always be paid on time.
But using an auto-pay system doesn’t absolve customers from making sure that bills are accurate.
Betsey Bloom has learned that the hard way.
The Bedminster woman was a long-time user of an AT&T email address. The first address ended with @worldnet.att.net, then, a few years back, AT&T shortened it to just @att.net, she said. Bloom, who had always paid her AT&T bill automatically from her credit card, recently decided to switch to another provider.
“I had been paying between $16 and $21 per month — the amount increased over the years — for this service,” said Bloom, 69. “I recently decided that I would no longer pay for an email address… I then spent the last several months notifying everyone of this change.”
She also called AT&T to notify the company that she no longer wanted her @att.net email address. That’s when the confusion began.
“The customer service representative cancelled my account and advised me that I have not been paying for the @att.net email address, but for dial-up service,” Bloom said. “My @att.net email would not be cancelled, just the dial-up charge which is now $20.95 monthly, would be cancelled. The @att.net email is free.”