Here is the letter I sent to AT+T:

July 24, 2008
AT+T Complaint Dept.
PO Box 989045
Sacramento, CA 95866

Dear Sir or Madam:
I am writing to try to rectify a situation with our account #xxxxxxxxxx. We were shocked to receive a bill dated Jun 25, 2008 that included $100.64 in long distance charges. We tried unsuccessfully to resolve this through the call center.

Background
We ordered the local and long distance from AT+T earlier in 2008. This service was for a land line in a new home we were completing in Meadow Vista, CA. The plan allowed for unlimited local and long distance calls.

Because this was a home that we were completing, we ordered a dial up internet service for the location. We were mistaken and used a non-local number for the dial up. AT+T sent us a notice telling us we were in violation of the terms of service. A phone call to AT+T restored our unlimited calling plan. We switched to local number from the list provided by our ISP (Earthlink) to be in compliance with the terms of service (or so we thought).

We received a second offense notification on May 8, 2008. I called the AT+T help line on May 13, 2008 to try to understand the situation as we thought we were meeting the terms of service. It seems that the number we thought was local was not considered local by AT+T. We had inadvertently violated the terms of service. By that time, we had switched to a satellite internet provider, so no more dial up calls would be made. The operator informed me that he was re-instating our unlimited long distance plan. He said it was done before we disconnected from the call. At that point I expected that we were back to the unlimited long distance plan.

I received our June bill to find the $100.64 for long distance (charged at $.10/minute). The bill specifically says that we are on the Unlimited Calling Select II plan (on page 1 under plans and services). On page 2, it has a paragraph about “the ALL DISTANCE© service with unlimited domestic long distance provided by AT+T long Distance…”. So, how can I be billed for long distance when my own bill specifically says that I am on the unlimited calling plan?
When I called the help line, I was told that I could not have the unlimited calling plan because I had a second violation. I escalated the issue to a supervisor, Joshua Jackson. He told me the same answer, and that I could never have that plan again as I had two violations. I asked why the bill says that I have unlimited long distance, yet they bill me as if I do not. He only repeated that is was due to my violations. He could not explain why the bill says that I am on the plan.

What are the proper remedies?

There are two issues in this situation that I would like AT+T to remedy.
First, I was told by an AT+T operator that we were back on the unlimited plan on May 13, 2008. We made long distance phone calls based on that representation by AT+T. I do not believe we are liable for any long distance calls from May 13, 2008 through today, July 24, 2008. I will be withholding that portion of the payment on my bill.

Second, I would like to be on the unlimited calling plan, matching the assertion I received on May 13. This would then match my billing statements.
Your quick resolution of this situation would be greatly appreciated.
Sincerely,

Ted M. Odell