Dear Vice President,
I have been a customer for ATT for the past 9 years using phone # ***. I am surprised that I have to go thru all the trouble calling customer care multiple times and even when the case is opened, nobody calls me. Below is the summary:
Bought iphone 6s plus from ATT. When I clicked on any app, the iphone would just shut down. Seeing that the device is not working, I returned the iphone on 5th October at the post office and I still have the receipt. I informed ATT immedialy that I have returned the iphone using the same return label that was provided. I called after 10 days and the iphone was still not received or lost in the warehouse. I called again after 5 days and the iphone was located. I was told that I will get the refund back which I didn't, instead ATT kept charging me monthly bill. I called customer care to enquire again after few days and I was told that iphone will not be returned or refunded since the location service is ON on find my iphone. Customer care told me to go to find my iphone app and remove the iphone 6 plus. I did that same and again I was told that this would enable me to get the refund. After few days, today I called to enquire about the refund since I see there was a huge change of approximately $280. After waiting for 40 minutes, I was told that I would not get the iphone back neither I will get the refund. Besides that, I will have to pay for the iphone monthly bills.
This does not make sense and it is absurd that I am paying for something which I am not even using. The amount is not a small amount, it is $750. I am really upset about this and did not expect this attitude.
Please help me resolve this issue as I think it only the top executives can resolve this issue now and relieve me from this pain and financial burden.
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]