AT&T SCREW UP (END USER PAYS THE CONSEQUENCE)

MY LINE WAS DUE FOR AN UPGRADE. I CHOSE THE GREEN STYLUS AND AFTER A FEW DAYS, IT STOPPED WORKING. I CONTACTED AT&T AND THEY SENT ME A RETURN LABEL. I TOOK THE PACKAGE TO MY LOCAL POST OFFICE ON 11/29/2021. I CONTACTED AT&T FOR A NEW DEVICE NOT KNOWING AT THIS TIME THAT THEY STILL HAD NOT RECEIVED MY RETURN PACKAGE. AT&T TOLD ME I HAD TO PAY $143.60 FOR MY NEW PHONE AND I WILL BE REFUNDED $143.60 ONCE THEY SHOWED RECEIPT MY RETURN PACKAGE. THEY TOLD ME MY FIRST BILL WOULD BE HIGHER BECAUSE I ALSO ADDED A LINE FOR MY GRANDSON. ON 1/4/2022, AT&T FINALLY ACKNOWLEDGED THE RECEIPT OF MY OLD PHONE. AFTER RECEIVING MY BILL IN JANUARY, THE AMOUNT ALMOST DOUBLE FOR WHAT I WAS PAYING, I LOOKED AT MY BILL. NO ONE IN CUSTOMER SERVICE TOLD ME THAT THEY WOULD HAVE TO CREATE A LINE IN ORDER FOR ME TO RECEIVE MY NEW PHONE. I HAVE BEEN PAYING $150 FOR MY OLD LINE AND THE NEW LINE FOR ONE PHONE. WHEN I CALLED AT&T ABOUT THIS, THEY TOLD ME SINCE MY NEW PHONE IS ON A PAYMENT PLAN, MY ONLY OPTION WAS TO RETURN THE PHONE. NOW HERE I AM AGAIN WITHOUT A CELL PHONE. I, THE END USER, AM PAYING FOR THE CONSEQUENCE FOR AT&T SCREW UP. I STILL HAVE NOT RECEIVED MY REFUND OF $143.60 AND AM PAYING AN EXTRA $70 FOR A NEW LINE. AND YET AT&T HAS THE AUDACITY TO JUST "pay your bill". I'M TO THE POINT OF WHY SHOULD I PAY THE AMOUNT AT&T IS SEEKING WHEN I ADD UP THE PAIN AND SUFFERING THEY CONTINUE TO PUT THROUGH, THE REFUND THAT IS DUE TO ME AND THE MONEY FOR THE NEW LINE THEY CREATED. 

AND ALL OF THIS WHILE DEALING WITH MY FATHER'S DEATH IN DECEMBER 2020 AND MY MOTHER'S DEATH IN OCTOBER 2021. 

AT&T IS HEARTLESS AND I NO LONGER HAVE TRUST IN THEM OR THEIR SERVICE. LET ME HEAR OF ANOTHER CARRIER OFFERING TO PAY OFF ALL MY DEVICES, I WOULD NOT THINK TWICE ABOUT MOVING MY SERVICE TO ANOTHER CARRIER.