Being charged for returned phone
I have been an AT&T customer for all of my adult life. In the past 5 years alone, I have spent over $18,000 with AT&T. I have 6 lines and an unlimited data plan; my monthly bill is over $350.
In November of 2017 I ordered an iPhone X for my wife. I received the wrong phone – 64GB of storage instead of 256 GB of storage. As has always been my experience with AT&T, your staff were very helpful, and promptly sent me the correct phone and the shipping labels to return the incorrect phone. My wife and I miscommunicated (as frequently happens), and I thought she returned the original phone, while she thought I had returned it. We heard absolutely nothing from AT&T regarding the matter until January 18, 2018, at which point we were told we had to pay $966 for the original phone. At that time I realized what had happened, and I immediately called AT&T. I was told to return the phone, and a case would be opened regarding the $966 charge. I mailed the phone that day. I again heard nothing from AT&T until February 18, when I received my monthly bill, which included the $966 charge. I again immediately called AT&T, and after 2 hours on the phone with 5 different representatives, was told nothing could be done and I had to pay the charge.
At this point, you have the phone. You are out nothing – the phone is in your possession.
I will not pay the $966 charge under any circumstances. I will cancel my service with AT&T over this matter. That is a tremendous inconvenience for me, and given a long history of good service from AT&T I do not wish to do so. In the process, you will lose many, many years of me paying you over $350 monthly. Given that you have lost nothing, it is inconceivable to me that you actually want to do this. I give you much more credit for your business savvy than this path would indicate.
Please help me in resolving this matter. It is in neither of our interests for you to insist on payment for a phone I do not want, and do not have.