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Wed, Sep 16, 2020 8:52 AM

Resolving an issue



I am writing regards to a $500 credit that was promised to me by several reps and supervisors in your company  for billing me for a phone that I sent back , but first let me just say I have been a loyal customer of At&T for quite of number of years.  I have time and again received great service which is one of the main reasons I continue to remain with At&T. But to my surprise and after taking advantage of a promotion to trade in to upgrade the line ending 4821, my trouble was only about to begin.


  I went to the At&t store to pick up a new iPhone 11 and drop off my Samsungs10+.  The sales rep who met me for curbside delivery told me, I had to mail the phone back to the warehouse because they were not taking in any customer phone’s because of Covid-19.  The rep air drops me the labels for me to send back the phone and I went about my day.   On May 27th  I took the Samsung S10+ to post office is as per the store reps’ instruction (who by the way was very friendly and courteous) I handed the phone( my trade in) to the postal clerk and went home.  I called you guys on the same day to let you know that I had shipped back the phone as per your instruction.  (I was trying to avoid a similar problem I had a few years ago where I had mailed a different  phone back and it was somehow lost, and I ended up being billed for the phone before having it resolved.) 


It has been approximately 4 months I have spoken to several reps and several supervisors;  I have been billed for a phone and I would like to resolve this issue once and for all.  Please contact me asap



Thanks in advance









20.2K Messages

9 m ago

At&t won’t contact you.  You need to contact them. This is a customer forum not At&t

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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