Sherry Jimieson of Fitchburg sounds almost exactly like the kind of customer any of the big telecommunications companies would want.
She’s been loyal to the same provider; bundled her home phone, cellphone, television and internet services; and pays her bills on time.
Aside from her insistence on getting accurate bills and being charged only the prices she was quoted, she’d be perfect.
Jimieson contacted SOS Aug. 21 after what she described as months of hassles with her AT&T bill. She said she had been getting satellite TV through DirecTV for eight years when she decided to bundle it with AT&T’s U-Verse (for internet and home phone service) in February 2016, or seven months after AT&T acquired DirecTV.
In March of this year, she added AT&T cellphone service to her bundle and was quoted an introductory price, only to see her bills vary wildly over the next few months, all the way up to about $220. She said she’s kept paying them because she wants to keep using the services while trying to figure out why AT&T can’t accurately charge her for them.
“AT&T has so many offers and promotions and so many sales people (and) billing, that they can’t seem to coordinate what is going on where,” she said. “Consumers should not have to go through this and I doubt most people have the time to waste jumping through all the hoops.”
SOS contacted AT&T on Aug. 28 and, to the company’s credit, Jimieson reported receiving phone calls from the company and its DirecTV division the next day, with someone from U-Verse calling two days later.
AT&T does not comment on the details of customers’ accounts, including any problems they’re having with service or billing, but the upshot, according to Jimieson, is U-Verse cut its monthly charge by $10 and did not charge her for two subsequent service calls aimed at getting her equipment functioning properly. She said she’s still being erroneously charged for one of the DirecTV boxes, though.
“I have been assigned a case number and have been able to talk with reps from the office of the president,” she said. “I have direct numbers to them and hopefully, what they say and what is accomplished will show in one or two billing cycles.
“The reps have been very accommodating,” she added, “but until I see the future bills, I will not believe it.”
That sounds only prudent — which is also one of those qualities that are nice to have in customers, or anyone else.