Office of the Ohio Consumers' Counsel

Media Center

Residential consumers should watch out for long-distance billing error

Columbus, Ohio - March 26, 2004 - The Ohio Consumers' Counsel (OCC), the residential utility advocate, alerts telephone customers of a $3.95 "Monthly Service Charge" by AT&T that is being added in error to the long-distance portion of some customers' monthly bills. Depending on the customers' long-distance provider and current plan, the charge could be part of a billing mistake that the company is in the process of correcting. Even customers that do not currently have AT&T as their long-distance carrier may see this charge on their bill.

The charge stems from a change in AT&T's basic state-to-state long-distance rate, which applies to customers who have selected AT&T as their long-distance provider but not chosen a specific plan. In years past, the standard rate did not carry a monthly service charge. In January 2004, AT&T began to charge these customers a $3.95 fee. However, billing system errors caused this charge to be added to other customers' bills, including the bills of some customers who have not chosen AT&T as their long-distance provider.

AT&T estimates that as many as 300,000 of their customers nationwide were improperly charged. In addition, up to 800,000 non-AT&T customers may have been billed in error.

The company has assured the OCC that it has identified many of the affected customers and will continue to review its databases and accounts so that customers will receive an automatic refund.

The OCC recommends that Ohioans who notice a $3.95 Monthly Service Charge on their bill and believe the charge could be in error to contact AT&T toll free at 1-800-222-0300 or call the OCC toll free at 1-877-PICKOCC (1-877-742-5622).

About the Office of the Ohio Consumers' Counsel

The Office of the Ohio Consumers' Counsel (OCC), the residential utility consumer advocate, represents the interests of 4.5 million households in proceedings before state and federal regulators and in the courts. The state agency also educates consumers about electric, natural gas, telephone and water issues and resolves complaints from individuals. To receive utility information, brochures, schedule a presentation or file a utility complaint, residential consumers may call 1-877-PICKOCC (1-877-742-5622) toll free in Ohio or visit the OCC website at www.pickocc.org.