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17 months ago when Direct TV was installing my new equipment, an integrated solutions consultant (Rockford (Rocky) *****) showed up and talked me into switching over to At&t with the promise of a free phone. I was perfectly happy with the one I had but he said they would pay off my current phone and the new one would be free. There was no misunderstanding that. That was the beginning of a 17 month battle with no end in sight. They have credited me some of the payments but not all and there are still 13 installments left on my "FREE" phone. This is a monthly frustration and I feel like it is a huge scam as no one at any AT&T store knows who this guy is and can not help me. They say they have customers come in all the time with integrated solution consultant issues. They have heard his name many times but don't know how to contact him. He does eventually get back to me but the problem is never resolved. I just get the run around. Promises of supervisors contacting me but they never do. The latest was that his supervisor, Julia would call me by Tuesday at 2 P.M. Never happened and when asked why, I was, EVENTUALLY after many texts and phone calls, told that HER supervisor was out of town until next week and nothing could be done until then. I know next week will come and go with no call again, because that's the way it's been for 17 looooong months. It feels very much by design that there is no one to call or no store to go to to get help. I guess it's supposed to be so difficult that customers just give up and pay. What, who, where, and how can I get someone from AT&T to resolve this issue permanently? My next course of action is to take the consultant to small claims court, as I just did some investigating and found out his home address. I have 17 months of texts between us that prove my phone was supposed to be free. Is this all I can do?
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