how to find someone with authority to resolve a problem?

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@tati99 wrote:

I made the mistake of trying to take advantage of an AT&T bogo offer. i returned it within 48hrs using the shipping label, box, packing slip and packaging provided. the box never reached it's destination and now AT&T keeps charging me for a phone # and 2 phones I never activated. i've tried resolving this through normal AT&T customer service channels and have spoken to at least 30 agents. Most were unhelpful and some even implied that I was trying to defraud AT&T out of 2 phones. I'm a 20 year customer!!

AT&T does not keep track of shipping numbers they generate and since I did not notate the number myself, they claim it's my mistake they got lost and I'm responsible for the charges. It's hard to believe that a trillion dollar corporation does not have a contingency for lost packages.

Since Feb 28, (it's now June 5)I've spent over 100 hours on the phone trying to resolve this through regular channels. I have also sent a letter of notice to the dispute resolution office and filed a complaint with the FCC.

How can I speak to someone who can understand this problem and has the authority to resolve it? 

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What were the results of the FCC complaint? Whoever contacted you would have been the person who could make this go away even without locating the package. If they weren't any help, you can do small claims court (if the amount is low enough) or file for arbitration. 

You've pretty much exhausted all of your options. 

Call and ask for the retention dept. They should help you