Phone-y bill

Seven On Your Side
August 5, 2009 2:53:29 PM PDT
It was a billing mix-up that took months to straighten out. A Poughkeepsie woman was charged twice for her cell phone. And she paid it twice. But when it came time for a refund, the communications giant didn't seem to be getting the message. Bernadette Condesso is a self-confessed obsessive texter. So when she was visiting family in Portugal last Christmas, she used the phone to text home dozens of times, racking up a huge bill of $1249..

When Bernadette got home in January, the bill was waiting for her and she says she paid it by check. But the next month, she got a call from AT&T. "Tey said they hadn't received payment and they were gong to cancel service."

So Bernadette paid the bill, again using her credit card. Then she looked at her next bill, " So I see the credit card charge and I see the check cashed, within days of each other. They got the payment twice." That was in February. Bernadette asked for one of the payments to be refunded and she says AT&T said told her no problem.

"And then we began this whole series of phone calls where they would say they sent the check, I would say I didn't get it and they would say they would have to begin an investigation," said the frustrated AT&T customer.

Bernadette says three times AT&T told her they had mailed a check and three times she didn't get it. "It's insane, if it was the other way around, they would charge me late fees and fines and cancelled my service." So Bernadette called for Seven on her Side and...

"The full amount. And it came, I would say, in 3 days, after you contacted them. So that was impressive."

AT&T acknowledged to us that Bernadette overpaid. They say they sent out two checks previously to the address where they send her bills. The first one in march, but apparently neither check was received.

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Story by: Tappy Phillips


Produced by: Steve Livingstone

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