I am writing in hopes that you can assist me with a issue I have been dealing with since December 2013. In December I added a line to my wireless acct. The lady at the store totally blew it! The first thing that happened was regarding the smart phone trade in promotion. I brought 4 different phones (including an iphone) with me to trade in 2 towards my new phone and a tablet. She LOOKED at them and told me none of them were good enough which meant two things...I had to pay out of pocket for my new phone and I missed out on the $99 tablet offer.
In January I went to the AT&T store to pay my bill and noticed it was rather high. I called CS from the store and was told that $258 would be credited to my acct. I was asked to make a payment of $100 at the kiosk and was told that (along with the credits) would cover my Feb bill. Then I was told they had done the math wrong and there was still a balance of $7 dollars. A payment arrangement was put into place for Feb 24th for the balance to allow for the credits to impact my acct. I was assured that on the 24th I would have a balance of $7.00. On Feb 24th I went to the AT&T store to pay my bill and called CS to insure that everything had been handled. 3 hours later I was told that the credits had not been put on my acct but she would make sure they were credited as promised. I explained to her that I had a payment arrangement for that day and now the store was closed. She assured me that it was not an issue and told me a supervisor would call me back on Friday. (Initially it was Wednesday but I was going in for heart surgery so she changed it to Friday). I asked her if they were going to shut off my phone and she said NO.
On Wednesday Feb 26th my phone was disconnected. I went to the AT&T store and called CS. They turned my phone back on and said a supervisor would call me back. When the supervisor returned my call he told me basically "tough luck" and that I had a balance of $138.00. I explained to him that I was on a very budgeted income due to my heart issue and kidney failure...and that if I was told $7 that is what I budgeted...again..."tough luck". I asked him to pull the tapes from my previous calls and he agreed. I asked him to call me back if he could not get this taken care of, if there were any further issues or if he had any questions. I never heard back from him. Friday rolled around and I never received a call from the supervisor who was scheduled to call from the 24th.
Monday I awoke to my phone being without service AGAIN. I spent 7 hours bouncing between agents and supervisors. I finally got a supervisor who could see what the issue was and he gave me a partial credit. I then spoke with his supervisor who assured me a member of the escalation team would call me first thing in the morning (I have limited access to a phone since I became homeless due to my heart and kidney failure). Nobody called me back.
I called AT&T back and spoke with yet another group of agents and supervisors who informed me that my bill was $318.00. Now mind you...this was the 6th varied amount I received in a week. They did finally issue the credits to total the $258 initially promised but I still carry a balance...
Now not only do I have a balance WAY above the $7 I was told but since my phone was disconnected I have to pay the March bill (which I usually pay at the end of the month) and the remaining balance to have it reinstated. Mind you, had the credits been issued when they were promised and the $7 balance upheld and supervisors returned phone calls my service would not have been disconnected....Now I have a failed payment arrangement on my acct.
I absolutely need my phone...I have doctors scheduling me for surgery and appts. My child is with his Uncle while I recouperate which is 90 miles away and now we have no way to talk...
I need some assistance having my phone service restored.
Thank you
LB