They instructed us that the problem was with the laptop and we needed to contact the ATT Computer support. Calling them, after being on hold for about 45 minuted before even speaking to a live person, they told us there would be a $15 dollar charge for the call. We thought that was reasonable to get the computer working and in the importance of our dog’s well being. After a lengthy conversation, ATT Support said the problem was with a firewall and we should go back to contacting ATT Customer service to get the problem solved.

My wife took her computer to work the following day, and was able to log on using her works internet access, thus telling us the problem is indeed with the internet. We saw the $15 dollar charge on our next bill….actually $16.24 with everything added on. We called ATT Customer Service to have the charge removed since they did not help us at all and didn’t seem to need them since it seemed to be a firewall problem. ATT said we would have to contact the ATT Support and get the charged removed. Calling them and remaining on hold for over an hour and a half to speak to someone in charge to get the charge removed from our account, we gave up and decided just to pay the fee and be done with it, after all our time is worth something.

Fast forward to July phone bill. First off shame on us for not noticing the bill sooner. Between my wife and I swapping off paying the phone bill, no neither of us noticed that we were being charged the $16.24 a month. Again, calling ATT customer service, they said we would need to call ATT Support to deal with the problem. ATT Support for some reason bills through HBS Billing service by the way. Calling ATT Support on July 19, 2011, I was on the phone for an hour and a half with them explaining the situation. I was told that when we called in March we agreed to sign a year contract for this monthly charge. I asked for them to play me the recording where I verified this service was ordered and they could not produce any recording. They told me it would be $90 to cancel the service, $10 for every month left on our contract.

After that, I called ATT Customer Service back and they instructed me that a company does not need voice verification, or a recorded statement saying you agree to a year contract. Kind of sounded odd to me since any other company will want a recorded statement making sure you agree to what you are signing up for. I have since looked up HBS and you can find all sorts of blogs where people have incidents where they are being billed for services that were never ordered and several websites with talk about a class action lawsuit. I know HBS is a billing service, but ATT collects the money. I find it very frustrating that ATT can charge you on behalf of another company saying you signed up for services, with no proof as to whether you did or not. When you call ATT about such charges, they can wash their hands of it and just tell you that you need to contact the company that is charging you.

As you can tell I am not a very happy customer at all, and just wanted to caution all consumers out there to be aware of such things going on through ATT and HBS Billing. I am currently in limbo for two weeks while upper management at ATT SUPPRT decides whether to let me out of the contract with a penalty, never mind getting a refund from the last 4 months. I guess if the results aren’t good after two weeks, if we even hear back from them, it may be time to speak to a lawyer.

I am tired of consumers getting screwed over like this! Beware.

Here’s the press release from the FBI Website:
http://www.fbi.gov/news/pressrel/press-releases/billing_121610

Note: If you were a victim, you need to get a hold of the FBI as soon as possible.