Tutor
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6 Messages
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!!!
formerlyknownas
ACE - Sage
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113.3K Messages
4 years 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)
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Constructive
Former Employee
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32.9K Messages
4 years ago
what were you accused of stealing?
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Reemireem
Tutor
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6 Messages
4 years 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
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Reemireem
Tutor
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6 Messages
4 years 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
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Constructive
Former Employee
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32.9K Messages
4 years 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.
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formerlyknownas
ACE - Sage
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113.3K Messages
4 years 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.
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Reemireem
Tutor
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6 Messages
4 years 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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