- Report: #153999
Complaint Review: Bell South - Atlanta Georgia
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Bell South
P.O.Box 105503 Atlanta, 30348-5503 Georgia, U.S.A.
Phone:
888-757-6500
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Bell South Internet discount being added instead subtracted. New kind of Bell South arithmetic! RIPOFF Atlanta Georgia
I am Bell South phone and Internet customer with "Complete Choice" plan. Therefore my Internet charge is $9.95/month.
Everything was this way until I've received bill in July from them. There on p.5 (Unregulated charges) they have charged me for Internet not $9.95, as they should, but $19.47 ! They ADDED discount to regular dial-up charging, instead of SUBTRACTED it !!!
I have mailed them the dispute letter, which was received by them on July 26/2005 (delivery
confirmation). I have never received any response from them. Instead, in the current bill, they include the difference between proper charges and THEIR charges ($ 11.60) again and furthermore, charged me for Internet $14.95 - regular charge, totally ignoring my $5 discount. I've sent them inquiery e-mail, using their submission forms on bellsouth.com and got confirmation number, that they have received it.
Today (August 17/2005) I've called them, spoke with bellsouth.net representative (I have exact time and duration of call and the name of her) and she told me that somehow, their records shows, that Complete Choice plan on my account was terminated month ago and that why these extra charges started to accrue.
It doesn't explain though, why discount was added instead of subtracted. but nevertheless, after the short waiting, she told me that she has credited my account to eliminate all these extra charges from now on and this credit will go through on September bill.
After that she connected me with Bell South Phone service representative which told me, that their records doesn't show that my Complete Choice plan EVER was terminated!
So, who lies ? bellsouth.net representative, or someone's comuter ?
Anyway, this case is in progress and upon receiving any new info, it will be added to this report.
Ilja
Hiram, Georgia
U.S.A.
Everything was this way until I've received bill in July from them. There on p.5 (Unregulated charges) they have charged me for Internet not $9.95, as they should, but $19.47 ! They ADDED discount to regular dial-up charging, instead of SUBTRACTED it !!!
I have mailed them the dispute letter, which was received by them on July 26/2005 (delivery
confirmation). I have never received any response from them. Instead, in the current bill, they include the difference between proper charges and THEIR charges ($ 11.60) again and furthermore, charged me for Internet $14.95 - regular charge, totally ignoring my $5 discount. I've sent them inquiery e-mail, using their submission forms on bellsouth.com and got confirmation number, that they have received it.
Today (August 17/2005) I've called them, spoke with bellsouth.net representative (I have exact time and duration of call and the name of her) and she told me that somehow, their records shows, that Complete Choice plan on my account was terminated month ago and that why these extra charges started to accrue.
It doesn't explain though, why discount was added instead of subtracted. but nevertheless, after the short waiting, she told me that she has credited my account to eliminate all these extra charges from now on and this credit will go through on September bill.
After that she connected me with Bell South Phone service representative which told me, that their records doesn't show that my Complete Choice plan EVER was terminated!
So, who lies ? bellsouth.net representative, or someone's comuter ?
Anyway, this case is in progress and upon receiving any new info, it will be added to this report.
Ilja
Hiram, Georgia
U.S.A.
3 Updates & Rebuttals
Ilja
Hiram,Georgia,
U.S.A.
e-mail answer from Bell South
#2Author of original report
Thu, September 22, 2005
Today, September 22/2005 after the e-mail reminder to Bell South about my bill inquiry, I have got the response from them. Here it is: Dear (my name here), Thank you for contacting BellSouth regarding your inquiry for account (XXX)XXX-XXXX. I am extremely sorry for the delay in responding to your e-mail. We are currently experiencing a high volume of e-mails, and we are working diligently to handle each customer's inquiry quickly and efficiently. I apologize for the confusion regarding your current charges. The $19.52 credit was applied to your current charges. This did take care of the $14.52 past due balance. Your current balance of $133.08 is correct, and does reflect the $19.52 adjustment. (????????? because my current total charge of $133.08 INCLUDES these $14.52 - I.M.) Also, I do see your BellSouth Internet Service price was changed to $9.95. This will be reflected on your bill as $14.95 for the service, and you will then receive a $5.00 BellSouth Answers credit. Should you need further assistance or have other questions, please reply back to this e-mail and the BellSouth Online Customer Care team will be happy to help you. Thank you for doing business with BellSouth online. Sincerely, Melissa Helmly BellSouth Online Customer Care I have replied immediately, that elementary logic says, that correct total amount would be $118.56 if this credit REALLY would take care of these $14.52 charges. Plus she totally ignored my second question about on-time charges for so-called NEWLY ordered Complete Choice plan. Now I am waiting to see from them again.
Ilja
Hiram,Georgia,
U.S.A.
Bell South arithmetic continues...
#3Author of original report
Thu, September 22, 2005
August 18/2005, I have called BellSouth again to confirm that their promises to credit my account still exist. The representative (I have his full name) confirmed that credits are in the system and should appear in my next bill. August 19/2005, I have received the postcard from Bell South confirming my subscription for Complete Choice Plan. Bell South September bill: they kept their wprd: credits really appeared on my bill, but the charges which should be eliminated by these credit remianed in place ! Understand, that "4 - 2 = not 2, but 4 again!" That exactly the sort of arithmetic,I've found in this bill! Furthermore: I have been charged one time charges for NEWLY ORDERED Complete Choice plan !!!!!!!! And this is when it was canceled in their Internet department computer system by this system's misfunction and remained uninterrupted in Phone services department !!!! Do they know, what their departments are doing ????????? Or all of their centralization works ONLY, when they need to collect just or unjust (as in this case) money ??!! September 18/2005, I have e-mailed them inquiry using their forms on bellsouth.com. I have received the confirmation e-mail, where the case number was assigned and was written that BellSouth reprsentative will contact me ASAP. This "ASAP" lasts untill today, September 22/2005. I have e-mailed them reminder to contact me and I'll see if they will.
Ilja
Hiram,Georgia,
U.S.A.
forgot to say
#4Author of original report
Wed, August 17, 2005
At the present time, this bellsouth.net representative advised me to pay my current bill with all extra charges AS IS. I'll try to trust her and this company one last time and will do it, for this time...
