I am writing to just say that I had a HUGE issue with at&ts customer service over the phone today. I called for an extra charge of $300 on my statement, which I knew exactly what it was. In September my mom and I ordered the new iphones but in the mean time we had to use our old phones until our new phones arrived to our place. The plan was to return our old phones back once we received the new phones, which would mean we wouldn't have to pay off the old phones since we would be returning it. Well, I accidentally damaged my old phone which means I could't return it and I had to pay off my phone, which was fine. So our new phones arrived and I called AT&T to tell them that I broke my old phone and I can't return it. At&t stated that I had to off my phone, so then I asked how much was left to pay it off. At&t said it would be $25.00 to pay off the phone. I said great, thank you. My mom and I decided to go into the at&t store to pay off both of our phones since it didn't cost that much, which would then mean we get to keep our old phones. Now, one month later I receive a text saying that my mom and I will be charged $149.99 if we didn't return the phones. So I called at&t explained this to them and they said this was just a delayed message and that we don't owe anything. I then receive another message on November 15 saying that we need to return the phones or we will be charged 149.99 each, I called at&t and explained this again. They again told me that this was a delayed message and that we don't need to worry, we had paid off our old phones. Now it's December 22,2015 and I see my bill as $450, I almost had a heart attack. I saw that we were being charged for 149.99 twice. I called at&t to explain the issue and they tell me that I am incorrect and that I still have a remaining balance to pay off for my old phone. After 30 minutes later, she then tells me that I need to go into the store to handle this situation since I paid off our old phones in the store.
I get to the store and the same lady that helped us last time was there, her name is Octavia and works in Alexandria, VA. I am just writing to say that after all of the hassle that I had to go through, Octavia was absolutely wonderful. This poor girl was on the phone with customer service for about an hour long trying to explain what the problem was. She was very professional and did everything to make sure the issue was resolved. Octavia is a great employee and definitely knows her stuff.