I need to escalate a matter and prefer to avoid the arbitration process if possible. Please read below and advise how I can futher proceed.
In January of 2013, I moved from my condo where I had a phone line established. I requested this to be cut off at that time when I moved in with a friend for a couple months prior to moving into my current apartment.
The home line was rolled into my cell phone bill when AT&T did a combined report. On July 31st, 2014 I phoned AT&T to resolve an issue with my cell phone and U-Verse account. This issue was resolved; however, when I inquired on how I could view the details of my cell phone bill the representative informed me that it was combined with my active home phone bill and I would have to login to a separate account. WHAT! Yes, it seems AT&T had NEVER shut off my home phone (where I haven't lived in a year and half) and has been charging me EVER SINCE. As this was combined with another bill, I was unaware of this charge and had not been receiving a bill or had not been able to login to view my online bill to see this was happening. After being passed around for an hour and a half or so, I spoke with a representative who informed me he would be shutting off the phoneand I would be reimbursed for the months I was charged. He calculated this amount to be about $550 but said this would have to be approved by his manager's manager and I would be getting a call in a day or two to confirm. I never got a call.
I called back on August 8th, 2014 where I was passed around for another hour and a half. Not only could no one help me but they STILL DID NOT SHUT DOWN THAT LAND LINE. I finally get to a supervisor who could only give me a $100 credit for this service (I still don't know how he calculated that). And honestly, I still don't know if my land line has really been cut off. I still cannot login to my online billing for my cell phone. The supervisor said someone in the department who told me I would be getting $550 would call me back but SURPRISE, still no call. He based this on the months of June 2013 - July 2014 because this is when I established U-Verse at my new apartment and the only way he could prove that I was living at a different location. However, I am TRULY owed from January 2013 - July 2014.
I need a call from someone who will resolve this. I don't understand how this company is unable to process a request for a termination of services and continues to charge me for over a year and a half. I would never have found out about this had a representative unknowingly divulged that information. I am owed the charges from January 2013 - July 2014 for a home phone charge. I will take this to arbitration and request more money for this is now consuming a large amount of time.