Complaint Review: SBC - AMERITECH

I had been a customer of Ameritech for over 30 years.

Due to a personal situation, I requested my home service be shut off. When I requested the service be turned back on, customer service took my order and suggested I should change the type of service I had been using.

Previously I had 2 lines installed. One for regular use and the second line for Internet and fax use. I subscribed to the CALL PACK 100 plan on my Internet line and paid per call on the regular line.

It was a convienent way to know ahead of time what my cost would be. Only on rare occations would I go over 100 call a month and my regular monthly bill would average $70.

It was suggested that I install only one line and pay for each call because as it was explained to me, each of my calls were local. The cost of each call would only be 3 or 5 cents regardless of how long I was on. All of this was verified by Ameritech doing a prefix search of my calling area at the time I ordered the new service. I was informed I would save $10 a month and any associated costs eliminating the second line. Who wouldn't want to save $120 a year?

I received my first bill since the line was connected and almost fell out of my chair ... It was almost $600!

I called customer service and was informed that I made calls on the Internet outside my local calling area. I was being charged by the minute! I informed them I was told at the time I placed the order for service, my Internet calls were local according to their people. They refused to accept my account of what I was informed by their people.

I asked to speak with a manager and was given the biggest run-around I ever encountered. I had to hang-up and call back. The woman I was speaking with refused with a capital "R" to let me speak with a manager.

I finally spoke to someone who informed me that since Ameritech was bought by the SBC corp. the rules have changed. Customer service is not allowed to look into billing problems anymore and the only people Ameritech will connect you with regarding billing issues is the collections department.

On a side note I was also informed that managers are not allowed to speak with customers anymore. I was informed there is a guide book that SBC issues to it's people in customer service to use when dealing with issues such as mine.

I made a formal complaint with Ameritech over this. Their response was that my calling habits have changed and they were sticking to their belief that the bill was correct. When I said I have proof that my average monthly bill has been $70 and that my calling habits did not change to reflect an increase of almost 600% they laughed!

They actually analyzed my calling habits based on the fact alone that I had a second line installed several years prior. I agreed with that ... I got married and needed the second line!

When I asked they look at my payment history they stated they do not keep that information. Uh huh ... sure.

I filed with the ICC and noted that I would pay the customary hookup fees and what I considered to be a reasonable bill. Ameritech has taken the stance that I owe the entire amount.

Needless to say I switched phone companies. I stayed with Ameritech out of loyalty all these years. The switch has saved me on average $20 a month and my Internet service is now free!

SBC, you destroyed what was once one of the best customer service departments I ever used. You got greedy, you lied and lost a loyal customer.

The fact of the matter about this is that the calls I make are the same. There was no additional use of equipment or wear and tear on the telephone lines. It all boiled down to the type of billing structure setup at the time the new service was ordered.

Ameritech, fess up! Your people can make mistakes and the mistakes are obvious at times. Common sense dictates this was the case with my billing problem. I have the proof of that but you refuse to acknowledge it, to bad.