is JOY *** a real person? - WORST CUSTOMER SERVICE EVER!!!
If Joy is indeed from the Office of the President of AT&T, she truly doesn't care that she has deeply offended a customer. I am thinking she is either the worst customer service employee in the universe, she won't fix my problem without talking to me or she wants to deny that I have sent my phone back. AT&T is currently in possession of a phone I returned and they also have a charge on my account for a phone that I paid for while at the store. She will not correct this issue and ATTCares has not helped either. I sent proof that I sent back my phone and proof that I tried to call AT&T for help.
Here is what happened. I purchased three iPhones and an iPad in July. One was for my daughter that was not with me at the store and I unfortunately broke my phone. As it turns out, it is EXTREMELY important when doing a trade in that you remember a year ago that you switched phones with your daughter. I had a broken phone and paid it off to get a new phone. I ordered a phone for my daughter, who wasn't with me. I sent that phone in when I received the new phone. As it turns out, I returned a phone that I paid for because my broken phone was actually my daughter's. AT&T sent me back my phone saying I sent the wrong phone. When I received it, I called immediately. I wasted an hour of my life on the phone with three people who didn't have any idea what was going on. The last person told me I don't need to return the phone. I can just use it to upgrade an additional phone. I didn't believe that, so I wrote a letter explaining all of the issues I was having, including the policy that AT&T will not give out a customer server address. I included this letter with my phone when I returned it a second time. I also sent the letter to other addresses I could find by searching the internet. The useless Joy attempted to call me. After dealing with the three people who had no clue what they were doing, I refused to speak to anyone on the phone. So, Joy FOUND MY ADDRESS ON MY ACCOUNT. This is important because this is what proves what awful customer service I have experience with AT&T. Joy , told me repeatedly that she was not going to fix my account until she spoke to me on the phone to verify my identity. I explained to her that she is communicating with me in email because SHE WENT INTO MY ACCOUNT AND FOUND MY EMAIL ADDRESS. I was not asking for information on the account. I was asking for her to take an incorrect charge off of my account and she knows I am the owner of the account and the fact that she had my email address, proves she has the correct account.
Here are a few very very cold and uncaring emails for this person who claims to want to help me. I don't think she wants to help me.
Last email from Joy [Edited to comply with Guidelines]
[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
6 years ago
Thank you for reaching out on the Community forums. I am sorry to hear you have faced such issues while returning a device. I see you have sent us a private message as well and have responded there as to keep details private.
I hope you have a fantastic rest of your day!
Jessica, AT&T Communtiy Specialist
6 years ago
It took 3 months and there is still a $5 late charge on my account due to the incorrect charge, but yes, the charge is finally removed. Thank you