Consumer Confidential: AT&T Stumbles in Helping Customer With $24,000 Phone Bill

It wasn’t what Ron Dorff said. It was how he said it. The 83-year-old wanted to let me know he was having problems with his phone company, AT&T. I get calls like this every day. But Dorff’s desperation was clear. I could hear it in his voice. “It’s the bill,” he explained. “The company says I have to pay it. I can’t pay this bill.” I asked how much it was for. “Twenty-four thousand dollars,” Dorff replied. Clearly something...

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