Complaint Review: AT&T Universal

I purchased a computer on e-bay for $506.00 through PayPal on 6/2/04 and the item was never delivered. I worked through safe harbour, square trade, and other third party services and had no luck getting the item delivered. I found out a couple of months later that the person with the computer was in jail for theft and that the item will never be delivered. The police told me to contact Mastercard's Fraud Division and ask them what steps to take.

I called, and after the run around, they stated that since the transaction was through a third party (paypal) there was nothing they could do, they said it was like a cash transaction and was therefore unrecoverable. I then said I guess it wouldn't do any good to contact my AT&T card and he said no. So I gave up and filed for reimbursement through PayPal (up to $200). Paypal denied my claim because they needed to see proof that my credit card company (AT&T) refused to reimburse me.

I contacted AT&T on 10/21/04 to ask them to send me a letter stating that they refused to reimburse me. To my surprise, the rep said they weren't refusing to reimburse me, I just need to fill out a claim for reimbursement. I filled out the form, sent in the information, and within a week received a letter from S. Larson at AT&T denying my claim, because the age of the charge and my delay in contacting them. I called and spoke to a M. Sweller, who told me it's written on the back of my statement that all billing disputes must be handled within 60 days. I pay my bill on-line and never read my statement, so I have to take their word for it. I tried to argue that I did contact Mastercard Fraud Center and that I have proof that I spoke with them and was informed to speak with them by the police. She didn't care about that, she said that I didn't contact AT&T as agreed.

I tried to explain that I have been an excellent customer of theirs for years and have paid thousands of dollars in interest charges and I think the least they could do is cancel the $506.00 charge. After making me feel like an idiot for not contacting them first, which now I realize I should have done, she flatly denied my claim.

I'm pulling out of AT&T, which I'm sure won't kill them (they'll make up for it by jacking up rates and denying other claims in the future), but that's my little way of getting back to them.

Thanks.

Jim
Small Town, Illinois
U.S.A.