I have a simple problem but no one at ATT is willing to help. On 9/19 I have paid 285$ to terminate the contract of one of my line's. I authorized this charge as ETF, and paid it before receiving my bill on 9/19. The same day on 9/19, I switched from ATT to carrier X. In order to get a reimbursement for this ETF, this amount should be listed correctly as ETF under the number which is what I authorized to pay. Unfortunately, due to a mistake on my current bill this charge is listed as miscallenous fee. So I simply need a revised bill in which this charge is listed as ETF under the correct number. I contacted ATT 7 times for this issue unfortunately with no solution. In order to get reimbursement, I have to submit this fee in 6 days. For the last 5 days I am trying to reach someone from ATT to solve. First person I chatted said the system was updating asked me contact on 26th october. On 26th october the first person I chatted had no clue to help and excalated this issue to his manager, second person blamed me not understanding, third person admitted this is ATTs fault and opened a case to solve the issue. Case opened 26th today I received an email the issue is solved with no clue how att really solved it ! I did not receive any correct bill in this email! When I called back, I have been told that the case team tried to reach me and left voicemail, guess what no voicemails! I asked the person on the phone what is the phone of the person trying to reach me no clue. I explained the issue to the person on phone who told he will take care of it immediately. After 3 4 hours no solution I chatted back. The person on chat has no clue and for trying to help opened another case and told me I hear back on 11/5. Really I have to wait 7 more days what was supposed to be solved today. I think this is irresponsible I was a great customer for last 3 years and everytime paid everything on time. I think this is how much att cares about us if we no longer a customer they do not care and do not provide help even they have made this mistake. If I do not receive a correct bill in 6 days I have to absorb this ETF due to ATTs mistake!!!!! I am really frustrated are there any sensible att person that really is trying to help!!! I just need a correct bill that states what I paid, and if it is your mistake as admitted you should find a solution!!!
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