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Public utilities

AT&T California Responds to Customer Complaint

Strategic Insights

— 1 min read

Pacific Bell Telephone Company d/b/a AT&T California (U1001C) has submitted a comprehensive response to a complaint filed by Rosemary Greenlaw. The complaint alleges that AT&T increased her account rates without notice, ignored a credit balance, and added additional fees to her account. AT&T California denies these allegations and provides detailed explanations for each point. The company states that Greenlaw's account was correctly billed, and she received timely notice of the rate increase. AT&T California also maintains that the credit balance was applied to Greenlaw's account and that her services were suspended due to non-payment but were restored the same day after payment was received.

Key Takeaways:

  • AT&T California denies the allegations made by Rosemary Greenlaw, asserting that the company properly billed her account and provided timely notice of the rate increase.
  • The company claims that Greenlaw's credit balance was applied to her account and that her services were suspended due to non-payment but were restored the same day after payment was received.
  • AT&T California argues that the complaint has defects requiring amendment, specifically naming the proper defendant as Pacific Bell Telephone Company d/b/a AT&T California (U1001C) instead of "AT&T."
  • The company admits to being aware of Greenlaw's concerns but asserts that the issues raised in the complaint are administrative in nature and do not require a response.
  • AT&T California raises affirmative defenses, including failure to state a claim upon which relief can be granted and failure to plead with specificity.
  • The company reserves the right to assert additional affirmative defenses as the action proceeds and requests that the complaint be dismissed with prejudice.

Statistics:

  • The complaint was filed on May 23, 2025.
  • AT&T California's response was submitted on July 8, 2025.
  • The hearing date set by the Commission is August 7, 2025.
  • The credit balance on Greenlaw's account was the result of a previous overpayment, which was applied to her account in December 2024.

Sources:

  • ANSWER OF PACIFIC BELL TELEPHONE COMPANY D/B/A AT&T CALIFORNIA (U1001C) TO EXPEDITED COMPLAINT OF ROSEMARY GREENLAW (filed July 8, 2025)
  • California Public Utilities Commission, ECP C.25-05-022 (filed May 23, 2025)
  • California Public Utilities Commission, Rules of Practice and Procedure, Rule 4.2(a)

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