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The Dallas Morning News Katie Fairbank column: Dallas ATandT customers want to know how long their extra phone line was out [The Dallas Morning News](Dallas Morning News (TX) Via Acquire Media NewsEdge) Dec. 20--Solved THE PROBLEM: Judith Reagan and George Furqueron paid for four telephone lines to their Dallas home, but found one had not been working. The couple called AT&T in August to have a static problem fixed in one of their telephone lines. While the worker was making that repair, he found that one of the other telephone lines was out of order. That came as a surprise to the couple, who believed the line had been dedicated to their home's Internet service since 2003. But the worker explained that they were using a different line for that service. "By our calculations, we have paid AT&T at least $30 monthly for over five years for that unused line," Furqueron wrote in an e-mail. "As a senior citizen not well-versed in telecommunications technology, I feel duped and I am outraged. Can you be of help?" The couple called customer service at AT&T and were successful in getting the unused line disconnected and removed from future billings. They also negotiated two months' worth of credit. But Furqueron said two months of credit was "pitiful" if the line truly had been out for five years. So, the couple asked AT&T's retention department to do a review of their account. They never heard back on that request, so they asked Problem Solver for help. "We didn't even know it wasn't working. We'd like a review," Reagan said. AT&T immediately looked into the situation after my request and found that the line had been functional at various points during the past five years. For instance, a technician was called out to repair the line in 2007. Also, there were local and long-distance calls made on the line until June 2008. Even so, AT&T will add three months of credit to the couple's January bill, in addition to the two they already received. Reagan said they are still confused, but satisfied with the result. "The records show we used that line, but I don't have any idea how we used it," she said. "At least someone listened to us. Before we got hold of you, we couldn't get anyone to listen. We'll be looking on our next bill." Solved THE PROBLEM: When Doris Woodall's electricity meter was changed this spring, the electric bill for her Dallas home went from a zero balance to $400. "I've been having a problem with TXU for several months and I just can't get a hold of anyone to straighten it out. If I owe it, I'll pay it, but I have no idea why I owe it," Woodall said after months of trying to get answers herself. At one point, Woodall talked to a supervisor at the electricity provider who promised to correct her balance. "But I got the next bill, and here it is again," she said. Meanwhile, her husband died and she had to spend time in the hospital because of surgery to her leg. With such huge issues to deal with, she decided that the electricity overcharge was one worry she could do without. "I finally just gave up and was so frustrated, I went ahead and paid," she said. But she also asked Problem Solver for help. TXU Energy looked into her account at my request, and it turned out the new meter was a red herring. Instead, the culprit was the company's new computer system, which mistakenly added $382.52 to her statement. "Mrs. Woodall did not owe a previous balance," said spokesman Michael Gutierrez, who promised a credit for the amount she had overpaid. Woodall confirmed she did indeed receive the credit. She's glad it's all over. "I had just about given up on ever getting it fixed," she said.About this column Each week, I hunt down experts to answer your questions or speak with authorities to get your problems fixed. Look for DMN Problem Solver's answers here each week, as well as on the DMN Investigates blog, dallasnews.com/ investigatesblog. To contact DMN Problem Solver: E-mail: problemsolver@ dallasnews.com Call: 214-977-2952 Write: Katie Fairbank, P.O. Box 655237, Dallas, Texas, 75265 To see more of The Dallas Morning News, or to subscribe to the newspaper, go to http://www.dallasnews.com. Copyright (c) 2009, The Dallas Morning News Distributed by McClatchy-Tribune Information Services. For reprints, email [email protected], call 800-374-7985 or 847-635-6550, send a fax to 847-635-6968, or write to The Permissions Group Inc., 1247 Milwaukee Ave., Suite 303, Glenview, IL 60025, USA. |