Returned Phone has Not Been Received
I returned a phone to ATT back at the end of October. I used the USPS smartlabel that was provided in the box with the new phone, per the instructions provided by my CSR. I dropped off at Post Office without waiting for them to scan. I had no idea that ATT would not be able to track using their own generated label. Now ATT is saying the device was never received, refusing to dig deeper to find their own smart label information, and charging me $900 for the device I sent back to them. I have spent countless (over 5) hours on the phone with Customer Support, getting conflicting info, dealing with totally incompetent staff who finally would transfer me to an equally incompetent supervisor and I'm done. I'm ready to contact my attorney to fight the charges, transfer all three of my lines to Verizon, and say goodbye to ATT for good. After a decade of being a loyal customer. The last supervisor I spoke with criticized me for not taking a picture of the tracking information (how was I to know that ATT wouldn't have this information when they supplied the label?!) and accused me of lying about sending the device back. He told me to go to the Post Office, which I did-- twice. And twice I was told by USPS that they need the tracking information from the shipper (technically ATT) to look into it.
ATT, you are the absolute worst.