Consumer Watch: Recurring phone bill problem with AT&T frustrates man


Posted on March 31, 2010 at 4:31 PM

Updated Wednesday, Mar 31 at 7:19 PM

Bob Kessler is a patient man.

He’s spent hours on hold with AT&T trying to clear up his bill but, month after month, the long distance service that he cancelled in August keeps showing up.

Month after month, the charge is credited and Bob is told the billing problem is taken care of.

Kessler says he can afford the charge, but he’s fighting on principle and on the belief that he’s not the only one.

The last two managers he talked to reported a system problem.

"I'm just thinking, ‘here I am being charged an extra $12 every month and if there's 1,000 people out there that are being charged this... that's not right," said Kessler. 

Bob literally turned the problem over to us during our visit.

"Would you mind talking to my friend Andy who is here?” asked Kessler.

A customer service rep forwarded me to a supervisor but all we got was an answering machine, so I left a message with my information for them to call me back.
That didn’t work, the supervisor never called.

But after a call to AT&T Corporate Communications, Market Manager Cathy Lewandowski provided this statement.

“In the fall of 2009 we experienced a system issue that resulted in incorrect charges on some southeast customers' long distance bills. We have addressed the issue and have since been proactively issuing adjustments....most customers have received their credits, and we are in the process of completing adjustments for a few remaining customers.”
Mr. Kessler says he’s waited this long and, if the bill is right, next month he’ll stay with AT&T.

If there’s a consumer issue you need help with, send Andy an e-mail at