AT&T cues up videos to help customers understand their bills

05/24/2013 | Bloomberg Businessweek · Wall Street Journal, The

AT&T has begun sending subscribers their bills online via links that lead to a video describing the charges in detail rather than via the usual PDF file. "Our research had shown that our customers wanted a better understanding of their bills,” said AT&T's Michael Armstrong. Also, AT&T said its decision to add a 61-cent administrative fee to monthly bills this month is a common practice in the industry. The carrier pointed to the need to recover "certain expenses, such as interconnection and cell-site rents and maintenance."

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Bloomberg Businessweek · Wall Street Journal, The

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