Horrific customer service

[abarenblat]

I've been an ATT mobile customer for a decade and had a simple issue - I lost my phone on August 29th and called in to temporarily disconnect the line while a new phone came in.

First after a week of waiting ATT said FedEx sent my order back (even though I have no delivery door tag confirmation) and suggested I go into a store. At the store they suggested I order online which I did. I then 2 weeks later get an email with an incorrect mailing address saying my new phone is going to this strange address in Vegas (I live in California, have never lived in Vegas). Fast forward another 3 weeks and I have been on hold for hours and hours with various customer service reps in different departments each telling me a different story - that the address has been changed, oh its actually not been changed, that my phone is coming to the right address, that actually its not and no one can help me because they can't change addresses for online orders.

So ATT is charging me each month for wireless service when I don't have a phone, charging me for a 2 year contract and a device that is going to a fraudulent address and I am helpless. No one can tell me how they accidentally put a Vegas address into my account, how I can actually get a phone or even just completely cancel my account with ATT. I have honestly burned 2 to 3 hours a day trying to get this resolved for over a month and all I wanted was to sign another 2 year contract and get a phone upgrade. The customer service is awful - the wait times ridiculous - and nothing has been resolved. 

[ShaunMN]

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