2. Details of the complaint. Page 1
out of my home, I pay for commercial phone service, and I continually
have phone service problems-- especially after it rains. According
to the phone company technicians who have been to my house, the
wires buried in the street are worn out and need to be replaced.
Bell offered me $2000 in Nov. 96, for the service outages, but Pacific
Bell wont fix the problem
to the PUC about the problem and Pacific Bell then accused me of
threatening its employees with bodily harm. Pacific Bell invoked
Rule 11, and rescinded the $2000 offer. (about two years later,
I asked the PUC to find out who I allegedly threatened with bodily
harm. Pacific Bell could find no such record, nor could Pacific
Bell find any police reports).
to AT&T (which simply resells Pacific Bell local phone service)
and Im still having service problems, especially after it
rains. Pacific Bell denies that there is a problem. AT&T officials
say they cannot make Pacific Bell fix the phone lines.
AT&T executive told me Im losing service because of the
rain, and he suggested that I move to a commercial location.
my phone listings keep changing, without my knowledge or consent.
My business listings have repeatedly been made unlisted, so people
think I have gone out of business. Also, my home address has repeatedly
been published in the phone books, and in 411 and AT&T 00
Directory Information. My home address should never be given out
by 411 and AT&T 00 operators. My phone listings
have now been made unlisted or incorrect over 30 (thirty) times.
The phone companies have taken as long as 5 weeks to fix my listings
after I notified AT&T about the problems with my listings.
has refused to provide confirmation letters to explain changes to
my service or listings, or to explain credits/adjustments to my
service has been illegally restricted numerous times, without any
notice, and even when the account is fully paid. It appears to happen
after contact with the executive complaint team.
says its Pacific Bells fault that my listings keep changing,
and Pacific Bell says its AT&Ts fault that my listings
keep changing. Both companies claim they cannot determine why or
when my listings changed. I pay for additional business listings,
and I have asked Pacific Bell and AT&T if the billing records
could be used for finding out when my listings changed, and who
is responsible, but Pacific Bell told me I had to ask AT&T,
and AT&T refuses to answer the question in a direct manner.
2. Details of the complaint. Page 2
August, 1998, AT&T executives asked me to communicate by fax
or mail, but refused to acknowledge receiving faxes, and refused
to provide a mailing address. On Dec. 1, 1998, I asked AT&T
Executive Complaint Manager Nancy Rodriguez, if her business mailing
address was 795 Folsom St. She said it wasnt, and the following
day, on Dec. 2, 1998, I received a call from AT&T Corporate
Security. When I told the Security Officer that the call was being
recorded, he could not provide a reasonable explanation for calling
March, 1999, I asked the Executive Complaint Team why I was reported
to Corporate Security, and I received an anonymous letter, dated
March 16, 1999, signed by, Executive Complaint Team.
The letter demanded that all communication be in writing, essentially
invoking Rule 11. Nobody has admitted to writing the letter.
Corporate Security sent a three-page letter (dated June 9, 2000)
that basically stated, We are aware of the problems with listings
and service outages, but you cannot complain to management about
the recurring problems. The letter directed me to call only
the 800 numbers for customer service.
receiving the letter from AT&T Corporate Security (dated June
9, 2000), I have continued to experience recurring service outages,
problems with my listings changing, and recurring overbilling problems
that do not get fixed by calling the 800 numbers directed
to me by AT&T Corporate Security.
AT&T Corporate Security about the recurring problems (January
19, 2001), and asked what I should do about the recurring problems.
I received a letter dated January 24, 2001, from AT&T Attorney,
Rosalie E. Johnson, which stated if I ever call, fax, or email anyone
other than the people at the 800 customer service numbers,
my service would be disconnected. 5 days later, on January 29, 2001
my business fax line was having problems. Pac Bell said the line
tested perfectly. On Jan. 30, 2001, my business fax line had no
dial tone. According to AT&T and Pac Bell, the service outage
was due to a defective F2 cable. An F2 cable is the wire buried
in the street. Since January 30, 2001, I still experience recurring
problems on my business phone line, especially after it rains.
is my understanding that AT&T attorney, Rosalie E. Johnson,
and Bob Kargoll, had gone to the commissioners office and
told the commissioner and his staff that there were no problems
with my listings.
or around, December 15, 2000, a jury awarded Caltech International,
a company which resells Pacific Bell phone service, damages of over
1 million dollars. According to the verdict, Pacific Bell was found
guilty of sabotaging resale phone service, and this included problems
with phone listings. I have asked AT&T if this has anything
to do with the problems I have experienced, and nobody at AT&T
will discuss it.