Working with a Memphis healthcare system that's been getting absolutely hammered by AT&T Business. They have 23 locations with a mix of internet, phones, and data circuits. AT&T has been billing them for circuits that were never installed, equipment they don't have, and services at locations that closed 6 months ago. We're talking $127,000 in overcharges over 3 years. Anyone dealt with AT&T's "Enterprise Billing Resolution" team? They're giving me the runaround.
AT&T billing nightmare - need advice on strategy
Randy, AT&T is the absolute worst for this. I had a Concord client with similar issues - $89K in bogus charges. The key is bypassing their first-level dispute team and going straight to their "Executive Response Team." You need to file complaints with the FCC and your state PUC simultaneously to get their attention.
I've been battling AT&T for a Richmond client for 8 months. They keep "investigating" but never provide any documentation. My strategy now is demanding to see the original work orders and installation records. Half the time they can't produce them because the services were never actually provisioned.
The phantom billing is AT&T's specialty. Helena client was paying $2,400/month for MPLS circuits to locations that were demolished 2 years ago. AT&T's response: "The circuits are still available if you want to reconnect them." Took 14 months and an FCC complaint to get credits.
Thanks everyone. Filed the FCC complaint today and sent a demand letter to AT&T's General Counsel office. The smoking gun is they've been billing for T1 circuits at 4 locations that never had phone service installed - just internet. AT&T somehow created phantom voice circuits in their billing system.
Randy, that phantom T1 billing is classic AT&T. They'll create circuits in their system during the quote process and sometimes they never get removed even if the customer declines the service. Document everything and demand circuit IDs for verification. Most of the time the circuits don't actually exist in their network.