Looking for Resolution to ATT U-verse Billing

Here is a copy of the letter I intend to mail tomorrow along with my payment and a printed copy of today's online chat.  I have now spent 30 minutes in online chat and another hour in two phone calls with customer service.  I am having a very difficult time getting my U-verse/internet bill adjusted as I was promised by a customer service rep in early August.  

My next thought is allow a week or two for the credit to appear on the bill and if it does not, call again and record the conversation in the same way that ATT records its calls "for quality and training purposes," except my purpose would be to hold the company accountable for verbal promises made by reps.

Dear Sir or Madame,

I am writing to explain the circumstances of my current AT&T billing and outline the phone and chat conversations and agreements that I had with your customer service representatives.

My bill for 6/21-7/20 rose from the amount of $189.82 to $253.34. I called immediately, and was told by a customer service rep that nothing could be done to adjust the bill unless I was willing to downgrade my service. I then began making plans to switch to a new provider. I called Directv and Hughesnet and arranged pricing for similar service for a slightly lower rate. Two appointment times were set for installation of the new services.

The day before I was to have the new services installed, I called AT&T in an effort to keep my existing service and give your company one more chance to meet the competition’s pricing. I spoke with Patricia at AT&T and spent 48 minutes with her on the phone. She very nicely and professionally found a way to adjust my billing to the previous level and keep my existing service. I was told she would issue a credit for $32.11 on the June/July bill and that I should pay the amount of $221.23. I was also told that the difference between the amount of $221.23 and $189.82 would show up as an adjustment on the July/August billing. This would make my July/August bill $158.33. I was also told that my rate would continue to remain at $189.82 on subsequent bills.

Unfortunately, my July/August bill now shows an amount of $237.47 rather than the expected $158.41 which would indicate there is problem with the correct monthly pricing being applied and well as a lack of the credits being applied. I conducted an online chat with Molly G on August 30 and, in the process of a 20-30 minute chat, and after much explanation was told that she could issue several credits bringing my July/August bill to $161.00. Since this was only a difference of a couple of dollars, I agreed. She confirmed this. When I asked for additional confirmation, she said the amount was actually $176.00 plus taxes. I explained that she had just adjusted the amount to $161 and that is what she said in the chat, but she was unable to verify this and suggested that I contact the customer relations department. She was also unable to confirm that my subsequent bills would remain at the $189.82 level promised by Patricia at AT&T three weeks earlier.

Here is the breakdown of the math:

$189.82 agreement retroactive to June per Patricia at AT&T
$221.23 payment on 8/10
$31.41 difference is an overpayment that was to be credited for July/August bill

$189.82 agreed upon rate by Patricia for July/August bill and subsequent bills
-$31.41 credit due from 8/10 overpayment

$158.41 total due for July/August after the $31.41 overpayment is applied

Subsequent bills should be $189.82.

I have all of my notes from my conversation with Patricia in early August and saved a copy of my online chat with Molly G. on August 30.

This should be simple math. Please take look at your records of my conversation with Patricia in early August and see the attached print out of the online chat with Molly G. It should not be this complicated or difficult to issue a simple credit and provide pricing promised by your representatives. Molly G and Patricia were both very nice and pleasant but several errors have occurred in my billing. I appreciate your time and attention in resolving this matter.

In the meantime, I am enclosing a check for $158.41 for my July/August billing as an act of good faith.

Sincerely,

Leslie and Brian [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]