My husband had an IPhone 4s and he broke it, he wasn't too impressed with the Iphone she he bought a Samsung Galaxy Note 3 off his friend (we were unaware there were problems with it…) When we call AT&T to get help with the ativation, the phone was not connecting properly so the agent told us they were sending us a like new refurbished phone with a prepaid return label to return our device into them. To the very best of my knowledge they made no mention of the physical condition of the phone or I would have told them there was one crack on the front of the screen. We received the warranty device and sent ours in. A couple weeks later we receieved our device back with a letter stating due to the crack on the screen the warranty was not valid and we were to be charged $659.00. We called warranty department confused and they reiterated what the letter stated. So then I called AT&T customer service and explained all the above to them. I stated we had no issue returning the warranty device as it was never our intentions to try and scam/fraud AT&T in any nature (had we know a crack would have cancelled the warranty we would have taken the phone back to our friend and just gotten our money back). I was transferred to the cancellation department because I was requesting either permission to return the warranty device and if I could not do that I was going to find another carrier. The cancellation department did some investigating and talked to managers and I was given the okay to return the deivce, I was emailed a return label and was told once the warranty device was returned back to them I would not be charged. I printed the return label and sent the package to my local USPS on 9/9/14. The device was received in Fort Worth, TX on 9/15/14. On 9/17/14 I looked at myatt and see my current bill, with a $659.00 charge for physcial damage. I call customer service and explain all the above, after being transferred several times and explaing my situation to every agent (due to poor noting) I finally get to a Rebecca in Warranty, who has spoken with her manager, who told her that since I was told I would not be charged (even though that is not normal policy) she was going to send a request to the receiving department and once they notified her that they had the device (which shows delivered on 9/15/14) the credit department would take the charge off my account, she stated it could take up to 5-7 business for my reply. On 9/19/14 I received a text message stating the warranty department had not received my device and the charge would remain. So, once again I call customer service, I then have to explain this all over again because the agent was confused by the notes, she tells me she needs to transfer me to customer relations, I get transferred and yet again have to explain, then I get transferred to warranty, re explain, get transferred to cancellation (since they are the department who gave the ok to return the warranty device) and then for a final time get transferred back to warranty--- the agent told me her manager wanted her to compose an email to him, and he would get the credit taken care of and the agent stated she would call me directly back once he had. I never received a call, so on 9/20/14 I called back to make sure the process had been started (after explaining this WHOLE situation again)--the agent could find no notes to imply it had. I was transferred to warranty, re-explained and then the agent, went through several tracking programs to see the deivce had been received on 9/15/14 but stated they had not "checked it in" and sent a message to the "back office" for the credit, she also stated I needed to wait the 5-7 business for a reply as I had been told on 9/17/14, which I was fine with, but I took the text message on 9/19/14 stating the charge would remain as my "reply"…. So I have been checking everyday, becuause I fully intend to stay on top of this. I would like to say all agents I have spoken/chatted with have been polite as have I, even though I am very frustrated over this situation..It wouldn't been AS bad if my account was noted good so that everytime I call the agent can just read the note and know exactly what is going on, but that's never been the case, I have to explain from start to present to every person I have spoken with. Today it will make 6 business days since my device was scanned as delivered in Fort Worth, TX. I just continually check each day to see if the returns department has notified accounting and everyday they still have not. I REALLY would like to stay with AT&T because up until now we have had no issues. October 3 is coming up soon and my bill will then be due. Unfortuantly I am not independantly wealthy and cannot (and in my opinion should not have to) pay and extra $659.00 especially for a device I do not have. Right now I'm just kind of getting my situation out there, I have read other's post and sometimes they get thing resolved or other helpful information or even get's resolved by an AT&T employee which resolution is all im seeking and trying to be as polite as I can but persistant. 
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Awaiting Credit
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