Troubleshooter: Phone bill mishap

CHAPEL HILL Dana Carvalho says she looked at her bill each month and caught the same mistake month after month.

She says despite calling each month to get the extra charge taken care of, it continued to show up on her bills.

The AT&T bills show the charge for long distance service. The problem was Carvalho did not have long distance on her home phone.

"I noticed every month I would get this charge," she said. "This month it was for monthly service and I called and said, 'oh no, I don't have that' and they said 'oh yes, we see that you don't well take that off.'"

Carvalho says she's been hearing that since October.

"Every month I called and I've tried talking to supervisors, I've tried talking to a number of different people at the phone company and all of them say we don't know how to fix this it's happening to a lot of people we're working on it," she said. "I'm on the phone for a half an hour, put on hold, talking to the next person, and I've been told it won't happen again and it happens every single month."

Finally fed up, Carvalho turned to ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

Wilson contacted AT&T and a rep said in the fall 2009, they experienced a system issue that resulted in incorrect charges on some southeast customers' long distance bills.

She said they have addressed the issue and have since been proactively issuing adjustments to impacted customers.

The rep added that most customers have received their credits and they are in the process of completing those adjustments for a few remaining customers.

Carvalho also received a call from AT&T and they assured her she would not get billed for long distance anymore.

Carvalho says she will make sure AT&T follows through on that by checking her next bill.

The rep with AT&T also said that accurate and reliable billing is a top priority and they apologize for any inconvenience this has caused for their customers.

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