Hi,
I'm hoping to be able to obtain guidance on how to resolve an issue regarding my mother's contract for a hot spot/device that was never used. She was diagnosed with dementia last year and in May of this year went to an authorized dealer with her ipad and very old mobile phone to ask about wireless service for her ipad (which she already had). The agent sold her a hot spot with 2 year contract (ripped her off!) and used an unknown email (we can't figure out what email is connected to the contract) and password. Months later, while we were packing her things to move her near us due to her illness, we find the device she NEVER USED because she put the hot spot away in a drawer and never used it (her bills reflect 0 usage). We took her to our local ATT store to return the device and recover whatever we could on the contract to perhaps upgrade her very old phone. We spent two hours there. The employee called the corporate office who wouldn't help us because we didn't know the email/password that was assigned to the contract (but they had no problem sending her the bills - ???). We explained everything to corporate (including her issue with Dementia and non use of service) and they agreed that if she paid her back fees, they would waive the termination fee and allow her to reinstate the contract so that she can use it to upgrade her very old phone. My mom went ahead and paid the back fees...we were all happy to have resolved the issue...when the charge went through, they tell her that due to her prior non-payment, they require that she provide a $500 deposit to reinstate her fee. Money that she did not have. So they kept everything the same as before we walked into the ATT store; no service, old phone, and RIPPED OFF BY ATT. To add insult to injury, a week later she gets a call from a collection agency asking her to pay the termination fee (again, she has dementia and ATT is aware of it). Days after, she gets a letter from the collection agency demanding payment within 30 days. All we want is for her to be able to reinstate her contract and be able to use it to upgrade her phone. We could take this further but prefer to resolve it in the most amicable way and move on. Her diagnosis has been devastating to us and we have been dealing with many issues/changes to make now that she needs help/assistance. Any help or guidance would be most appreciated.