Let's see where do I begin...
In October of 2014 I started to have issues with my device not charging. I called Att customer service and they told me I had to go to a retail store. I couldn't do it for a week because my schedule is very tight. I finally made it to a store and waited 3 hours to be seen. After the rep checked my account and phone she said I had to call the warranty department because they do not handle it in the store. (1st disappointment). The rep was very nice so it helped and she said she would note in my account that there was no liquid damage. The next day I called and had everything taken cared of. I received my replacement and immediately exchanged my phone, placed the defective device back in the box and placed the smart label on it. I took the phone on October 27, 2014 in person to my local USPS and have a receipt that shows the smart label number on it. A week later I started to get pre-recorded messages saying the device was not returned and if I didn't return it I would be charged for the full amount. I called the number they provided and stated that it was already mailed out. A few days later they called again (2nd disappointment) and I called them back again and gave the same exact information. At this time I went to the package tracking and no information was provided except for "not received". (3rd disappointment). A few days later another call. (4th disappointment). I called again. After this call I didn't receive any more calls so I figured everything was ok. I logged on the att website on 12.20.2014 to check my bill and was SHOCKED to see it over 900 which I already knew the device cost was attached to my bill. I called customer service and was told that my device was not returned. duh. I explained that I returned it on 10/27 and that I had called whatever number keeps calling me and already stated that many many times. I was then transferred to the warranty department and they told me the same thing. I told the rep how upset I was and that the last time I returned a phone the same exact thing happened. I was asked all kinds of questions and then he asked me "Why did you take so long?". I responded "Excuse me? I did not take long, I returned it in October and only recently discovered I am being charged for it". He found some activity on the tracking and said that it was scanned by my local USPS on 12/16 and that since it was showing activity I should not worry because once they receive it and inspect it I would get credited. At the end of the call he asked "Have I satisfied your goals today?" (or something like that) and I said "no". He said , "how can I satisfy your goals" and I said once my account is credited. He stated that he was just a man behind the computer and I said I understand but I am still not happy. The next day I got a text survey in which I responded negatively to each one. A rep then called me on Saturday 12/27 and I explained the entire story along with my frustrations. This rep I spoke too was the only one who made me feel better about the situation. She said she is not sure if I was aware but the phone had been received but the warehouse needed to inspect and clear it. She said that it should not take more than 10 days so she would extend my payment arrangement and once my account was credited she would give me a call and I could pay the remaining portion. She then transferred me to finance but finance said they would split the payment so that I could go online and pay the portion I wanted to pay and that if the phone situation didn't clear by 1/12 to call and they would extend it again. Well I still couldn't pay just the portion I wanted to on 12/30 so I figured I would go to the store since I do not like to pay over the phone. I wasnt able to go until today because of the holiday and storm and work etc. My phone is currently off and now I am told that the 659, the portion being disputed either has to be paid or I have to wait till it clears. I am totally frustrated and was actively chatting with someone and they just closed it
hank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Azenith '
Azenith : Good afternoon to you Natasha! Checking your account now.
Azenith : I am still here Natasha.
Natasha : ok
Azenith : Thanks!
Azenith : Thanks for waiting, it says here that the service was suspended due to non pay. I am checking the charges now and talking with my manager about it.
Natasha : Yes please, I talked to many reps and before talking to the finance department I talked to whoever it was that called me because I submitted a negative survey after talking to the warranty department. I told her that I normally make my payments online but that I refused to pay the $659 but that the system wouldn't allow me to just pay the 256, it required me to pay the entire 900+. She said that the situation should be cleared by the 12th so she would have the finance department separate the payments so that I could pay the portion I wanted to which was due on 12/30 but I still couldn't and of course with the holiday I waited so that I could go in person to the store.
Natasha : I was told that if the phone situation didn't clear by then I would get a call back so that we could extend the disputed amount. The portion I paid is what I believe I owe but the last rep I spoke to today said my service would not be restored until either I paid the 656.62 or the situation was resolved.
Azenith : I understand. Sorry for the delayed response. I am talking to my manager.
Your AT&T representative has closed the chat session.
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