Family faces moving hangup

JENKS, Okla. - Her family moved into their new home a few weeks ago.

Hillary says the move went smoothly except when it came to transferring their AT&T phone and Internet service.

"It turned into this fiasco."

After making the transfer, Hillary says she was overbilled $50 for phone and Internet.

She says she was charged for the days between the disconnection of their old service and the connection of the new service.

"In the beginning, it was about 'I don't owe this money'."

Hillary thought it would be simple to resolve, but it turned into several days of long phone calls to customer service, including a final call with a billing specialist that Hillary says lasted four hours.

"I was absolutely livid when I got off the phone with her. After I talked to her, it wasn't about the money anymore, it was about the principle of the matter."

And that's when Hillary decided to call the 2News Problem Solvers.

We got in touch with an AT&T representative who looked into the situation.

It wasn't long until a supervisor called Hillary.

Not only would she get a credit for those earlier charges, Hillary's family was getting an extra $100 credit for service at their new home.   
 
"She was very apologetic, very kind, very understanding, she was going to take care of it."

The problem stemmed from the fact  the previous owners of the house didn't disconnect their AT&T service when they moved out.

But now that it's been solved, Hillary says all  the loose ends are now tied up after her family's big move.

When adding or changing service, experts say always ask for any extra charges and special conditions in writing, including specific dates for cancelling and starting service.