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Dachawne's profile

3 Messages

Friday, January 19th, 2024 6:18 PM

Reimbursement for my order cancelation

I recently purchased my phones through a third party representative in Sam's Club for AT & T but they sent the phones to the wrong address. I called to get the phones blocked after instructed to do so on the 7 day period of time. I was promised that I would get reimbursed the $313.50 that I was charged for the service but I have yet to receive my reimbursement. I sat on the phone for 3 hours with different representatives but no one could assist me with my isssue.

ACE - Expert

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24.2K Messages

3 months ago

Unfortunately, the AT&T kiosks at Sam's Club are independent resellers of AT&T good and services. They are not owned or operated by AT&T or are they staffed with AT&T employees. Some play by their own rules just to make a sale, and then send the info to AT&T who has no clue as to what was said and/or promised to the customer. Technically, you did business with the retailer, not AT&T, and AT&T will only honor what is listed, in detail, on their website regardless of what the sales person told you. Did you get any paperwork (receipt or otherwise) that stated the cancellation policy and did you read the TOS?

If the phones were sent to the wrong address, and you tried to cancel them following what you were told, then you can try to file an online complaint with the BBB if you can't get anywhere with AT&T Support. The complaint will be forwarded to AT&T Upper Management and someone will contact you. Just have your documentation in order when they do.

3 Messages

3 months ago

I do have the paperwork for the transaction but I have no way to attach it to this message.

ACE - Expert

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24.2K Messages

3 months ago

@Dachawne It does no good to attach proof here because this is a customer to customer populated forum only. It is not AT&T Support so all we can do here is offer advice and guidance. You need to fill out the BBB online form with whatever info they require and then just have all of the documentation in order when someone from the Office of the President contacts you.

3 Messages

3 months ago

Ok thank you 

Former Employee

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22.2K Messages

3 months ago

Did you pay ATT or did you pay Sam’s Club on your receipt?

Community Support

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231.3K Messages

3 months ago

Hello @Dachawne,

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact us page - https://www.att.com/support/contact-us/, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

Thank you for contacting AT&T Community & Forums,

Kevin, AT&T Community Specialist

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