Purchased a Smart watch on Dec 14 2015. Returned the Device on Dec 16 2015. Device return was not processed correctly and I was incorrectly billed in Jan.
Called Jan to get corrected. Agent credited me for the overage and claimed it was fixed.
Called Feb to get corrected. Agent credited me for the overage and claimed it was fixed.
Called Mar to get corrected. Agent credited me for the overage and claimed it was fixed.
Called Apr to get corrected. Agent credited me for the overage and claimed it was fixed.
In May, the device was finally removed from my account but a $130 early termination fee was added.
Between 28 Apr and 9 May. I called and spoke to more than 30 customer service people all agreed I was owed the credit but were unable to process the credit because apparently after so many credits, a lock is put on your account (it goes to a level 4 account) and no one I have been able to speak to has the access necessary to apply a credit.
Was advised to go to the store where I picked it up from. Store was unable to process the credit (account locked) and could find no department at AT&T that could resolve the issue.
Finally, called the Retention Department and they said they would apply the credit and it would take 24 hours. As of this morning (14 May), no credit. Called again and spoke to a Manager, Michele Ream and was directed to go back to the store and that she would call me back between 5 and 6 p.m. CST to check if the issue was resoved. I went back to the store but again, they could not resolve the issue even after making multiple calls themselves because the account was locked (for credits). It's now 7 p.m. and Michele Ream has not called me back...
In the process of trying to resolve this, I have been hung up on 4 times (twice by "Supervisors") and have had one "case" denied (they denied because they said the device was never returned as they are unable to see the store records which validate the return) Apparently the On-line folks cannot access store records and the record that they should have seen is not there because the return was not processed correctly.
As many times as I have asked for escalation and to talk to someone with the access and authority to over-ride the lock on my account to process the ETF credit. I just get the run-around or redirect or hung up on. I have been trying for 5 months to get this fixed.
Hoping someone from AT&T will view and get this to someone that can help me.