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AT and T / extra landline installed without authorization

1 San Diego, CA, United States

In mid August 2016, we moved. At that time ATT installed an extra land line of which we were not advised. When the billing came in, we paid the requested amount to be sure. I believe that it was in January of 2018 that the Billing format was changed, and we immediately saw that we were billed for an extra line for 2 years+, it was right on the first page. We called ATT, and were told that in order to benefit from the overpayment, we now would pay 105+cents a month till August 2020. Which we did. However we were none the less billed monthly for the full amount showing no credit at all. We called ATT, twice about it and were told finally that it was our fault for not seeing it before (it was really buried in another page and we just paid the bill amount asked on the first page). My husband is 83, and I am 78, we pay our bills as due when due, however when an error is made all parties should be able to correct the error. In this case, ATT did not look at their billing although they very well saw that no other phone line was used, and that no request was ever made for another line to be installed. over the years we called ATT several times because the amount of the bill was over the amount we were told it would be but they never mentioned the fact that we were paying for 2 lines. and frankly we did not realize we were. ATT in a manner is punishing us for having overpaid for a line that was installed without a request, and never used, we didn't even know it was there. I would like to think that we can settle this matter of credit due in some reasonable way. We have been with ATT for many years and never missed a payment, each time we moved elsewhere in California we always paid our bill and never had a problem until now. Severe letters are not a way to negotiate at all.

Thank you very much for any response or help.

JACQUES & JACQUELINE TOLSTONOG EMAIL: jacques5660@yahoo.com

Ja
Mar 11, 2018

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