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lm6590's profile

Contributor

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1 Message

Sat, Dec 1, 2018 5:15 PM

Order and Refund Mayhem

I ordered an Apple Xs 64GB on October 7, 2018 at a store. The store did not have the phone in stock, so they said they could ship it to me. Fast forward to day of supposed delivery: UPS reports phone as "stolen", this was a Friday. I call ATT on Monday, they say I need to go to the store, so I go to a store and the store says they cannot help. I call ATT again, they say I need to call UPS, however UPS cannot tell me anything except that they'll provide further details to the shipper (ATT). I call again, ATT says they'll open a case and I"ll hear back Friday. Friday arrives, no word. The next Monday, I call. I hear that the case was completed and it takes a week for a new phone to ship, but I should receive a tracking number Friday. Friday arrives, no tracking number. I call again the following week, the person I spoke with says the case was not entered properly, 2 hours later, and learning that I can no longer "return the phone", even though I have never received it, because it's past the return period, he gives me a case number and expected completion date. The date passes, this time I contact ATT via online chat, the woman I spoke to tells me AGAIN that the case was entered INCORRECTLY. This time after it has been "entered correctly" I email the transcript to myself. Within a few days I receive a text saying the case was completed. I check the bill, the phone and the payment are still on my account, even though, I was TOLD that EVERYTHING would be removed, because I now want to LEAVE ATT. I call again, I speak with someone in refunds, he says he'll submit a case to have the refund of $488.75, the down payment I made, to be refunded to my card, but that he couldn't do a refund for the payment to be taken off my wireless account at the same time. I say "that's fine" because I'm more concerned with receiving a refund for a phone I never received at the moment. I receive a text on November 19, 2018 stating the refund has been processed, and, since I understand that refunds take a few days to process I wait until after the holiday. That brings us to today, where I still have not received my refund, so I call ATT again and get bounced around to 4 different people who all tell me that they can't help, with the last person telling me that she "cannot help or transfer" me and that I would need to call the 1800 number back and ask for "wireless". I do this, the man I speak to tells me my "claim got denied and to leave ATT, you will need to pay off the phone". My questions is: HOW DO I LEAVE ATT? I AM NOT PAYING FOR A PHONE I HAVE NEVER RECEIVED.

 

TLDR: ATT is refusing a refund for equipment never received by the customer because it was lost in shipment, thus cheating the customer out of over $1000. THIS IS CRIMINAL.

ATTHelp

Community Support

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203.5K Messages

4 years ago

Hello @lm6590,

 

We'd be more than happy to take a closer look into why you have not received this refund for your wireless account. We'll be sending you a private message to request account information shortly.

 

Sean, AT&T Community Specialist

Contributor

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2 Messages

4 years ago

I also have this problem.  It’s been a month since the phones were delivered back to AT&T and still no refund to my credit card.  Multiple calls and different answers each time.  The latest is they even closed the case without any notification.  This is VERY FRUSTRATING!!!  I’m now with no phones and no refund!!!  What can we do about this?

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