So, after about 5 years of great service from AT&T something changed about two months ago (October 2004). I had started calling my friend Jeremy in Fresno, and realized I was getting close to my 400 min/month. So, I called up the friendly folks at AT&T and explained my dilemma. Well, turns out I qualified for several promotions: Free calls to other AT&T customers and an additional 400+ minutes a month. Woo Hoo, I signed up.

Well, immediately afterwords, but unbeknownst to me, they started charging me for long distance calls. I found out about it on my next bill with there was $20 of extra charges. I called them up, and explained my plight. The lady was helpful, and said my plan clearly indicated that those calls should have no additional charges. She reversed them, and told me that if it occurs again, that I will need to call back, and they still start a “Billing Inquiry.”

It happened again. So I called when the bill arrived. This time, there was something different, because the fellow changed his story three times, and never didn’t initiate this “Billing Inquiry” they promised, unless it was something he did while I was on hold. But, I got the impression the previous month that its a time consuming process so they really didn’t want to do it then.

Any way, at first he claimed it was because I had taken AT&T Long Distance off of my house line, which is true (I’m in the process of getting ride of all my land lines, and this was just a money saving opportunity along the way). I pointed out that I made that change only two week ago (around the end of November), and this billing problem has been going for two months. Further, this was never explained to me as part of my cellular plan.

He wasn’t really interested figuring out what’s been happening, rather, he wanted me to consider some of the other plans. This would involve either getting a new GSM phone (but I really like my Panasonic Brick). Another offering he had would limit change my “home region” from AZ-CA-NV-?? to just AZ-NM. I Never go to New Mexico, but I do go to CA. Finally, there was National Plan that would let me keep my phone, no roaming charges anywhere AND cost an additional $10/mo. Honestly… prior to this I had been spending? $57.56/m (for my $49.99/m “Regional Advantage” plan). And while I thought it was kinda high, it was consistent, and met my needs. Now he wants me to spend *more*???

So, after giving a little thought to the above, I realize that until I understand what has been happening, I don’t want to make any *more* changes. So, I point out that we still haven’t figured out why I’m getting charged long distance. He goes away for a longer time, and finally comes back to say: Its because my phone is calls are going through a USCellular tower instead of an AT&T/Cingular one. He says all I have to do is before each long distance call be sure my phone doesn’t say roam OR call 611 and make sure I get Cingular’s customer support. If either of those check out, then place my long distance call. I explain that most all of those calls were made from my home, and my phone has never said roam. Further, anytime I’ve called 611, I’ve *always* gotten AT&T/Cingular. So, I tell him again his new explanation isn’t consistent with the data we have.

He became frustrated to the point of not wanting to help me anymore, and claimed he didn’t see the inconsistency.

You know, I just want the plan I signed up for.

But, if I can’t have it, maybe, just maybe, Verizon, here I come.