Reemireem's profile

Tutor

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6 Messages

Fri, Oct 11, 2019 3:04 PM

How to file a complaint

I went into an att store to pay off my device. I also had a past due balance due on my account. I had already set up a payment arrangement prior to entering the store, and the representative said this was fine. I made a cash payment of $800 and the representative applied it to my bill instead! I explained to her the mistake, so she accused me of stealing , did not refund my money, refused me service and kicked me out of the store. I was at a store in Newark California at the Newpark mall. This should not be acceptable and as an att customer I expect this to be handle correct. How can a store manager just accuse someone of stealing and also call the cops, when she is unsure of her own mistake? Please help!!!

ACE - Sage

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97.4K Messages

3 y ago

Never pay cash.,,  

you should have paid off the phone online with a debit or credit card. That is the prescribed method by At&t.  I assume you are canceling?  So, do so.  Port your number to an At&t MVNO then unlock your phone. (Like cricket)

Constructive

Employee

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27.9K Messages

3 y ago

what were you accused of stealing?

Tutor

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6 Messages

3 y ago

I do normally use card for payment but I made cash payment so I can pay off my device early. This is were the mistake was made and caused confusion. I called att for them to issue me a refund for my payment. I canceled my main account with att and switched to sprint. I still have one account open as I resolve this issue. This store shouldn’t be able to get away with this mistake and there accusations. Att should do something about this! @lizdance40 

Tutor

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6 Messages

3 y ago

The store assumed that I stole an Apple Watch from the display, called the police. When police arrived , I had no idea of any Apple Watch and agreed to be searched. After searching , the store told me I was no longer welcome to do business at the store and that I would not be issued a refund. Shouldn’t this be against some type of store policy or code? I am sick to think that mangers can do as they please , take people’s money, and still call the police. AT&T should deal with this issue accordingly. @Constructive 

Constructive

Employee

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27.9K Messages

3 y ago

@Reemireem  mall stores are authorized retailers not at&t corporate kinda the same as the people inside of Costco or sams club, they are independently owned however they still have rules to go by if you can find a corporate store close by they should help you other wise @lizdance40  can suggest another route for you to go.

ACE - Sage

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97.4K Messages

3 y ago

They cannot refund a payment.  If you have overpaid, you can ask for a refund by calling AT&T.  They will mail you a check.  
NEVER pay cash.  Too much risk that the funds are not applied correctly.  Which is exactly what happened.  

Tutor

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6 Messages

3 y ago

I called att to get a refund since this was the stores mistake. They refused the full amount of my cash payment in a check. I’m still waiting to receive. I no longer trust att with any cash or debit transactions. Att is at fault. I was also charged for a new line being added to my account which I had canceled. All because of store representative own mistake.

@lizdance40 

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