Have NOT received a refund for 2 out of 3 iPhones I returned in time & received an email of receipt from ATT.
First of all, this is the very first time I make a complaint about a business online, and I am known to be patient. My hope is that by doing this, other people take notice and will not have to go through what I have been through, and because I’ve decided this may be the only option now after I had called and spoken to probably a dozen or more ATT representatives in the last month or so. It has been more than frustrating at this point to have been given this kind of customer experience.
Every time I called, I was transferred one department to another, and had to explain my situation all over again. On top of that, I was told contrasting and often wrong information from each representative. I would say a few of them were extremely professional and courteous, and did their best to try helping me.
Here is a short version of what has happened in the course of last month or so. Originally I was going to switch a mobile service from Verizon to ATT (currently I only have an internet service with ATT), but decided not to proceed with the plan at least for the moment. I called ATT back the next morning to request for cancelation of the order, which was at the end of January. I was transferred from one representative to another, and by the time someone finally tried to cancel the order, three new iPhones had shipped for which I had paid the sales tax. I was told I could just drop them off at any local ATT store or ship them back to them once I receive the devices, and that I had 14 days to do so without any reason, without any penalty. Once the devices arrived with delay due to an ice storm, I was assured again by ATT rep that I get a full refund especially since I had not opened the boxes or activated the wireless service. With some confusing and inaccurate information given to me including the options to return the devices, I shipped them back via USPS which turned out to be the only return option I had for the order placed over the phone. That was in the second week of February. Then on February 23rd, I finally received the confirmation email of return receipt from ATT. For a few moments, I felt relieved to see the email. On the email, it shows the information about the date of return received, three IMEI numbers for each phone, but only one iPhone model and one phone number, and the refund amount of $82.50 instead of the total of $231.00 for the tax I paid for three iPhones. I spoke to about 5 different people at ATT today and transferred to one dept to another again, once I was disconnected, once transferred to a wrong number.
Hoping to get this issue resolved soon!