Earlier today I contacted Customer Service through AT&T Chat~ What a mistake. 
Not only did the CSR not know anything, but it took her Over 10 minutes to inform me that she couldn't help me, the department she was Going To Transfer The Ongoing IM To Was Closed, & she couldn't find the information I was talking about.
REALLY?
Not only did I spell it out (in detail) under "Issue" with the date, time, name & amount of VOD in question, but I filled out the Name, Phone #, Acct. #, AT&T Email, & Authentication #. On 02/26/12 @ 4:30PM Scorpion King 3 was ordered By Mistake - He ordered & watched it On 02/16/12 @ 6:11AM. He immediately ordered another movie at 4:46PM on 02/26/12 Terri to watch instead.
What more could I have done? Her job....
I had to reiterate the fact that my "family member" had mental disabilities & that even though I try to let him be independent, he isn't. He receives SSI. He's already ordered the Movie once before but forgot so Please Remove, the one he just ordered, From My Bill. If you can't do that, then please issue a credit instead.
I've never once disputed a VOD he's ordered, & he orders a lot of VOD's every month (this month it's over $100). If it weren't for his SSI he'd have "Parental Locks" on his receiver.
Just wish I didn't have to go through this every single time I had to get something "trivial" taken care of when it comes to something my son has done, understand?
FYI, he's now 21 so I've been doing this for awhile & it doesn't get any easier*. I wonder if the CSR read all the info I provided or if she just skimmed over a couple of words here & there. Judging from her initial comments, I'd say she skimmed & that's where the CS departments are lacking in any & all places I deal with.
Unfortunately in today's society, it's become the norm, companies are getting away with it, & people don't care unless it happens to them....
Thanks for taking care of this matter. I shouldn't have to call & talk to anybody on Monday, if you read this thoroughly, hope not.
*I get a little smarter when it comes to watching him ~ but only After He's Done It. Kids with Autism aren't dumb ya know....
Contact Alex, the AT&T Community Manager that has helped many users, by Private Message (his response, blue letter in upper right are PMs). Include your full name, account # and good phone #. He will be back tomorrow.
http://forums.att.com/t5/user/viewprofilepage/user
Let us know how things work out if you can after contacting Alex. 
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
