Action: Non-customer gets bill from AT&T

My January phone bill included charges for AT&T's one rate calling card plan. With the monthly usage minimum amount and other fees and taxes, the total was $17.49. I am not an AT&T customer, nor do I have a calling card with it. I spoke to two employees in AT&T's billing department, and both said they could not see where I had any service with them and maybe the communication service could search a bit further. I was given a fax number to send a copy of the invoice to it. I tried for a week to get through but only received busy signals. At this time I am requesting your assistance in this matter. Rosa Murray

Response: According to AT&T, you will receive an adjustment of $17.28.

But wait, you were charged $17.49, a difference of 21 cents, and not in your favor either! So back to AT&T we went.

AT&T's response, through its spokesman Latron Thorne, was that your problem was really with your local carrier, since AT&T has no record of an account for you. In that case, we asked, why was AT&T even issuing a credit for a non-existent account?

Alas, we're unable to pass on an answer to that question, or an explanation of why you were ever billed in the first place. What we can tell you, however, is that you are to get a credit for the full amount of $17.49. Let us know if you don't.

Collection delayed

My problem involved a coin set I ordered from IdeaPlanet.com. The particulars are these: I purchased a 50 states coin folder when they were all the rage back in April. A redemption certificate was included with the map that allowed me to order the first five coins for a $3.99 shipping and handling charge. All I had to do was send my purchase receipt, the official redemption certificate and a check for the $3.99. The latter was cashed, but I never received the coins. I wrote to IdeaPlanet.com in Lincoln Park, N.J., in November but never heard back. Please help me with this. The issue is not the money, it is the principle of the thing! John Luttrell

Response: Telebrands customer satisfaction department apologized for the inconvenience. A new set has been reshipped, and you should have it by the end of the month.

Insurance confusion

I have been receiving statements from Apple Ophthalmic of Brooksville since last fall for an amount that I do not owe. When I made an appointment for an eye exam last year, I asked if the doctor accepted Medicare and Blue Cross Advantage 65. I was told yes to both. At the time of the exam, the office made copies of both insurance cards. I have since found out that Dr. Stolte is not on the accepted list of Blue Cross Advantage 65 insurance. Why wasn't I told this when I went in for the test?

It seems that someone in the doctor's office is not aware of this problem, but I don't feel that I should be penalized for this. I hope you can help me. Ronald Weinert

Response: Janet Nieradka, office manager of Apple Ophthalmic in Brooksville, said the $26.53 has been written off.

This is not the first time we have encountered a problem resulting from misinformation concerning a patient's insurance coverage. At least in your case the amount was not great. We generally never learn how or why these errors occur. We do know that figuring out insurance coverage -- who and what the participating providers are, what is covered and how much -- is approaching the complexity of rocket science.

Calling your insurance plan to double-check that a health care professional is indeed one of its providers is always a good idea. But keep in mind that what is true today may not be true tomorrow. Unfortunately, we have also discovered that it can be difficult to get accurate, up-to-date information from the insurance companies themselves. Keeping accurate notes of whom you spoke to and when can help when it comes time to untangle the bills.

Slipping up

I ordered two pairs of slippers from J.D. Marvel Products in Champlain, N.Y., on Nov. 22. My check was cashed, but the slippers never arrived. I have written to the company twice with no results. I did get one card saying they would be shipped Jan. 4, but nothing further. I have called the toll-free number, but the phone is always either busy or I get a recording saying that calls cannot be accepted at that time.

I would like some action, either the delivery of my slippers or the return of my $15.75. Mrs. Burnell Griffith

Response: According to J.D. Marvel in Beaconsfield, Quebec, your slippers were shipped on Feb. 14. We hope you have received them by now. If not, you're asked to contact the company at its toll-free number. Since that has proved to be an exercise in futility for our many readers with J.D. Marvel problems, we suggest that you contact us instead.

-- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

-- Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

-- We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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