Since 2005 our long distance provider has been Global Crossing (Convergia) for both local toll calls and long distance. Occasionally,AT&T would change the provider to their service or enter a 3rd party provider and be the 3rd party billing service. This usually wasn't noticed until the long distance and local toll calls became outrageously costly. The AT&T billing statements would gradually increase until BOOM - very noticeably high.
This spring it took a lot of effort to get over $200 in credits, and the mess continues! Global Crossing tried to arrange a 3 way conference call, so we could get this straightened out---AT&T changes the TCSI #, the pick code, and that knocks out Global Crossing as our long distance service provider.
It must be AT&T's business strategy to wear down the customer so that one gives up and pays. We are retired so I have the time to keep at it, but I feel sorry for those that have jobs and do not have time to go through AT&T's stalling.
The customer service procedures are a frustrating non-service oriented method. Each representative gives a different answer and/or solution that doesn't work or is so obviously lame and incorrect. The latest one was that our fax and main line wires must be crossed outside - meaning they are worn and touching. My husband is a retired engineer and said "it's impossible for the 2 line wires to rub against one another to cause a crossing of long distance charges!"
With planning to move soon from our home sale, we do not want the inconvenience of changing our Internet and land line service from AT&T to another company. I can't wait to move and cancel the service. Kicking AT&T to the curb will be a relief!
P.S. I plan to call our Senators and Congressmen in Washington, D.C. and also look into filing a complaint with the FCC. However, I read that At&T is big political donor.
Product or Service Mentioned: Att Phone Plan.