I have been waiting over a month for a resolution to my situation and have just been given excuse after excuse and lie after lie. Is this typical?
I purchased 2 iPhone 6 celluar phones at my local authorized AT&T outlet way back in September of 2014. I have the receipt. All of a sudden, I look at my March 2015 monthly bill statement and see that they took $563.00 out of my bank account for my bill. (I made the mistake of setting my payment to be automatically debited from my account -- LESSON: DO NOT EVER DO THIS). I look at my AT&T statement and see a charge on there that was dated 02/03/2015 with the description of in-store purchase in the amount of $422.38 -- the amount I PAID for my 2 phones! First of all, I feel this was totally unauthorized because I agreed for AT&T to debit my bank account for my monthly bill, not for whatever they decided to errantly tack on there. So trying to make this short, after I call and go into several chats, they tell me they cannot find a transaction that I paid for the 2 phones. I used an American Express card and I actually (twice) conferenced in a registered representative from American Express to confirm that American Express approved the payment and AT&T claimed the payment on October 7, 2014. The AT&T rep on that call would not accept that, nor would the other AT&T rep I had on another conference call. Next, they tell me they need me to fax and/or email my receipts so that they can confirm the payment. I actually went as far as to request an official statement from American Express showing the transaction from their executive office, plus I sent them a copy of my receipt from the store. That was a month ago. I have resent them faxes and emails with the documentation at least 10 times now. I continue to call and go into chat rooms and boy do I hear some excuses and lies! One tells me my case is in the most urgent level possible, while the next rep tells me my case is at Level 2. One tells me they have to contact the person who initially put in my case and of course, they cannot contact that person. And by the way, the person they said initiated the case is not the name of the person who actually sent me the case number. Isn't that something? I was told I have to be patient -- I shouldn't be so mad -- I should trust it will be resolved. Then, a guy calls me (not from the "back office") last Friday, April 17 and says most definately someone from the team will call me Saturday with the resolution. Do I have to tell you what happened? Another rep tells me I will hear from the team within 48 hours and I should make SURE I have my phone on at all times so that they can call me. Glad I didn't hold my breath on that one. Here we are, April 22 and still nothing is resolved and the rep today tells me I have to wait.
Can anyone give me some advice on where to go from here? I have contacted the BBB, but I am not sure if that will help.