Upstate Woman Charged Hefty Phone Fee By Mistake - WSPA.com

Upstate Woman Charged Hefty Phone Fee By Mistake

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An Upstate woman says she was charged a hefty phone fee by mistake. She says she was promised the fee would be waived. An Upstate woman says she was charged a hefty phone fee by mistake. She says she was promised the fee would be waived.

As a small business owner, Anita Whitmire says her phone is her lifeline at Custom Embroidery & Gifts in Anderson.

 "If I don't have this phone, then I don't have a business,” said Anita.

She recently updated her business by ditching her AT&T landline to straight cell service. Anita called the company in June to make the switch.

“She promised me if I went with AT&T cell phone with a two year contract, that they would forgo the early termination fee,” said Anita.

So she ported over her number to the new cell phone. And it was business as usual, until July. That month’s bill included the $240 termination fee.

Anita says she started calling AT&T and kept detailed notes.

“Well, it never got resolved,” said Anita. “And next thing I know they've turned it over to a collection agency.”

Anita says she then emailed with an AT&T representative. One response read:

“I'm still waiting on a response. I don't want to tell you to pay and then there's a delay.”

Anita's next call was to 7 On Your Side.

AT&T helped us out right away and routed Anita's case straight to its resolution team.

Within 24 hours Anita says she got a call saying her account would be credited enough money to cover the fee. They also told her they’d alert the collection agency to the fix.

"I regret if Ms. Whitmire was inconvenienced in any way, but I'm glad we were able to make things right,” said AT&T Spokesperson Josh Gelinas.

And Anita is glad to get back to business.

Gelinas says customers who have questions can visit any retail store to discuss their account.

Or if you're calling from an AT&T wireless device, just dial 611.

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