What AT&T did:
I went to the Orange CT AT&T store and worked with Ashley for over 3.5 hours on Saturday October 16th, 2021. I was planning to port my services over from Verizon due to my account being compromised. Ashley took my Samsung Galaxy S20 Ultra as a trade in for the Nite 20 Ultra. When I questioned why my brand new S20 only received a value of $190, she said it was because I was getting $1000 off the Note. Before I left the store, I got two emails stating there was an issue with the porting of 2 of my other lines. I read the email to her, she said it has to be an error because she put everything in correctly, I read the email to her, but she didn’t care. About 2 hours into my process, she stated she had to leave at 7 so I needed to hurry up with my selections; I asked to work with someone else so she can go about her business, but she refused and as a result messed up my order. The following Wednesday, October 20th, I called customer service and spent close to three hours on the phone, thinking the issue was fixed, but I kept getting the same error message so I called again the next evening after work and spent another two hours getting put on hold and transferringback and forth. By then I received a bill emailed to me for $144. I asked questions regarding the high amount and hot nowhere. The representative told me it was because the other lines hadn’t been processed yet so I was being charged a higher rate as a single line since I only had one line active. I asked for a manager, she put me on hold and got the manager, but he refused to get on the phone to speak with me. He simply told her to tell me I needed to go back to the store I got the order processed at because they’re the only one who could help with my concerns. Hearing that, I contacted the store and spoke with a guy who told me manager wasn’t available and that I needed to come to the store tomorrow because they’re closing soon. I went online that same night and canceled my pending orders, contacted Verizon and ported the active line back to them. I went to see Ashley the next evening after work. Explained my frustrations and hours spent with customer service and asked for my S20 Ultra back so I can return her Note back to her. I had it boxed up and manufacturer reset and everything. She told me she couldn’t give back my phone because the trade was final. I called corporate customer service, spoke with a guy who assured me he’d help me. He was on the line when he connected the call to the trade in department, but the lady Jennifer, stated as soon as she told him they don’t deal with returning a trade he hung up. Abraham or Ibrahim was the acting manager at the store, once they heard I was calling corporate, they asked for me to give them a moment. Ashley came back out with a paper showing my phone was shipped; however when I tracked the UPS tracking, it said “label created” and dated that same day I went in, asking for my phone back. I told Ashley I was not going to lose so it’s either they return my phone back to me or I keep the note. She said they couldn’t give back my phone so I walked out 3 hours later and kept the Note. On my way home, I called customer service again and spoke with a representative who transferred me to a supervisor. After multiple holds, she said she could only resume my service and waive the $144 charge, but was told they cannot return my S20 back to me because the trade is final. I hung up the phone and did not answer she called me back to resume the line.
I now have a bill for $1166 meanwhile they have my brand new Ultra S20 that I only traded because of an ex hacking into my phone and constantly accessing my emails. I would like some help in getting this charge reversed please. I spent at least 10 hours, trying to resolve this matter on my own, but AT&T did not care to work with me.
Submitted by: Anonymous AT&T customer in Lantana | Read more AT&T complaints
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