last updated 05/10/09

Formal Complaint #2

After Comcast offered business phone service in my neighborhood, I switched my business phone service to Comcast. It was a great relief to get phone service through phone lines that were not defective.

After I switched my business service to Comcast, AT&T refused to credit my account for the recurring service problems, and sent a collections agency after me. By email, I contacted Stephanie Krapf, asking that the appropriate credits be issued to the account. I then received a letter from Ms. Delony at AT&T January 27, 2009 , who avoided the issue of whether or not there were service problems. Her letter did not include a mailing address and she asked that I call the toll-free customer service number.

I am not permitted to call the toll-free service number because of the Rule 11 restrictions imposed on April 3, 1997, shortly after I filed an informal complaint in March 1997. As a result of Stephanie Krapf committing a blatant act of Perjury in the Formal Complaint, Rule 11 restrictions still apply to me. The letter from Ms. Delony establishes a pattern of behavior -- when I don't have written proof of problems, I am ordered to communicate in writing, and when I do have written proof of problems, I am ordered to communicate by phone.

In order to file a Formal Complaint, an informal complaint needs to be filed first.

On February 2, 2009, I filed an informal complaint through the CPUC website.

I wrote the following on the Complaint form:

Due to recurring service problems with AT&T phone service, I switched to Comcast business. I received a collections letter from AT&T. AT&T never credited my account for recurring service problems on my business fax line (925-846-3642).

  In an AT&T letter dated January 27, 2009 from Ms. Delony, it appears that  AT&T has no records of recurring problems on my phone lines from 2003 through 2008. 

  I would like to know if AT&T has records of service problems on my phone lines, and if so, to issue credits, and an explanation for each of the service problems.

 

On March 4, 2009, I contacted the CPUC and spoke to Paul Harris. He told me my complaint had not even been sent to AT&T. He did, however, state that AT&T will be ordered to answer the complaint in writing, so that this does not turn into a "he said, she said," situation. He absolutely understood the importance of putting things in writing.

I received a letter from the CPUC, dated March 10, 2009. File No:020809. The letter states:

...Depending upon the complexity of the issues raised in your complaint, this process will take a minimum of one month, the time allowed for the utility to take all necessary investigative steps.

 

 

In a letter from the CPUC , dated April 06, 2009, the CAB (Consumer's Affair Branch) wrote,

Based on the information included with your complaint and the utility's report, it appears that AT&T California handled your case in accordance with the appropriate tariffs, codes, regulation, or service agreement; and the utility's initial position is sustained.

There was no signature or name on the CPUC document, and in order to file an appeal, the name of the CAB representative is required.