Recently I tried to add a line to my current AT&T wireless account for a Christmas present for my daughter and I was denied due to having an outstanding balance on another account. This old account should have no balance. In May of 2013, I ordered new service. Within the 14 day cancellation period, I decided that I did not need the line after all. I never even opened the box that the device came in. I was going to return the phone within the 14 days. Unfortunately, the F5 tornado came through Moore and demolished my home. I could not locate the phone for a couple of days. Once I located it, I took it back to the AT&T store. I spoke with the manager there and explained my situation and he agreed that it was beyond my control and couldn't get the device back with 14 days. He assured me that an exception would be made and that I would owe nothing on the account. I received a bill in the mail later on. I called and called to try to resolve this matter to no avail. The account was sent to collections and I disputed the debt. I sent documentation from FEMA. The device was unopened, no service was ever used and I returned the device only days after the 14 day deadline. Now, I can't even get a phone for my daughter all because my home was destroyed by a tornado. This is ridiculous. In comparison, my Cox Cable boxes were destroyed and when I called them, they said NO CHARGE, come pick up new boxes at NO CHARGE. Please help me resolve this matter.
Recently I tried to add a line to my current AT&T wireless account for a Christmas present for my daughter and I was denied due to having an outstanding balance on another account. This old account should have no balance. In May of 2013, I ordered new service. Within the 14 day cancellation period, I decided that I did not need the line after all. I never even opened the box that the device came in. I was going to return the phone within the 14 days. Unfortunately, the F5 tornado came through Moore and demolished my home. I could not locate the phone for a couple of days. Once I located it, I took it back to the AT&T store. I spoke with the manager there and explained my situation and he agreed that it was beyond my control and couldn't get the device back with 14 days. He assured me that an exception would be made and that I would owe nothing on the account. I received a bill in the mail later on. I called and called to try to resolve this matter to no avail. The account was sent to collections and I disputed the debt. I sent documentation from FEMA. The device was unopened, no service was ever used and I returned the device only days after the 14 day deadline. Now, I can't even get a phone for my daughter all because my home was destroyed by a tornado. This is ridiculous. In comparison, my Cox Cable boxes were destroyed and when I called them, they said NO CHARGE, come pick up new boxes at NO CHARGE. Please help me resolve this matter.