On 10/27/14, I contacted ATT to discuss my dissatisfaction with Samsung Galaxy Mega phone. Manual (ATT rep) and I reached an agreement that if I returned it, ATT would replace it with a Gallaxy S4. He emailed me a ATT shipping label and I returned the phone by US mail the following day.
After tracking the delivery and verifying it was returned to ATT on 11/4/14, I followed up with ATT on 11/7/14. An ATT rep confirmed it was received, but informed me I needed to allow time for processing. After lack of ATT proper documentation, numerous calls, multiple transfers, disconnections and hours of holding, ATT finally agreed to send a replacement phone on or around 11/14/14.
However, I then started recieving harassing text message indicating, if I didn't return the Galaxy Mega I527 by 12/27/14, I would be charged $83.59. I called twice and was told there must be a glich in the system. Just ignore the messages. Because my file was well documented and I would not be charged.
Yesterday, December 27 at 6:13 PM I received a text message and email indicating I was charged $83.59 because the phone was not received. I called again today, December 28, 2014 and Miguel confirmed the charge was pending. However, he assured me, he would have the charged removed within 72 hours and provided me with Case ID # CM20141228_98387112.
I was a previous Southwestern Bell and now an ATT customer for over 20 years. In all these years, this has been one of my worst experiences with ATT. Since I was also in Customer Service management for over 30 years I can't believe the poor service. Your ASA most days is over an hour, reps do not warm transfer or periodically check back with caller during long hold periods. But the worst phone etiquette issue is dropped calls or disconnections.
Please escalate this issue to the necessary department responsible for sending any further request for return messages. I am not confident the issue has been resolved but sincerely hope this is the last time I must call or contact ATT regarding this issue. Thanks