Just wanted to post about an experience I've had with ATT that I believe is unacceptable...I obtained an iPhone 6 last fall on a Next 18 month installment plan...I upgraded to an iPhone 6S this fall, and returned my iPhone 6 as directed...Several weeks later, I recieved the iPhone 6 back in the mail with a letter stating that I had returned the wrong iPhone and asking that I return the correct one...As I had returned the only phone I had, I immediately called ATT Customer Service who advised that I take the phone to an ATT retail store and return it there...The next day, I took the phone to an ATT store and the rep spent almost an hour on the phone with ATT trying to corerect the problem...Apparently, they had the wrong REMI number for the phone...Juan, the in-store rep, told me that I should return the phone as instructed and that it would now be recognized...I did so the next morning (at a US Post Office)...About a week later, I got a text from ATT saying that I hadn't returned the phone so I would be charged $299 for it on my next bill...I immediately called ATT Customner Service and spoke with a rep who told me that I wouldn't really be charged because the phone had simply not been logged as returned...She told me I could disregard the message...Today, I got my November ATT bill only to find that I had indeed been charged for the phone...Irate, I called ATT Customer Service, spoke with a rep and her supervisor, who ultimately said that the case would be turned over to a "team" who would contact the "warehouse" to find my returned phone...I argued without any luck that it was patently unfair to leave this matter unresolved after all the effort I had made to return the phone on two occassions (the rep admitted that there was voluminous documentation of my attempts to resolve the problem in their contact record)...I objected to still being suspected to be a thief after all I had been through...I can expect to hear from the "team" in 72 buisness hours...I have never made such a post before, but thought everyone should be aware of what I believe is an unfair and very customer unfriendly approach from ATT and to warn all those who have NEXT plans to be very careful when you return your phones...
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