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Mr_Mahem's profile

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Tuesday, March 28th, 2017 9:39 PM

Unexpected charges/Unfair due dates

Long story short...
When I switched from Verizon to AT&T I was paying slightly less for a similar service and was able to keep my old phone. However, the old phone had technical issues that I nor AT&T could not resolve, so they replaced the phone with the same model, which was actually pretty great and gave me confidence in AT&T's ability to handle customer issues.
Unfortunately, it wasn't very long before my new phone was having issues of its own, so I sent it in to the warranty department and they sent me a knew phone. Meanwhile, I got my old phone back because it had received damage allegedly before reaching the AT&T facility. This added a 500 dollar charge to my account. When I spoke to representatives on the phone they explained that reguardless of whether I had caused the damage or it had received damage en-route, if it was relieved by AT&T with damage it was my responsibility to pay for it. Fine.
However, when I tried to stretch the payments out of the "myAT&T" app, it would not let me go past two months, which meant that I would have to pay my regular phone bill PLUS the additional extra 500 dollars in no more than two payments. When I spoke to representatives they were unwavering because the warranty adjustment is a one time/unforseen charge which cannot be broken down in to separate bills.
I cannot afford to make this payment, even with the month extension, and it seems unfair to me that an unforseen charge does not come with the option of being split over a pay plan like it is when you buy a new phone. I have always paid my bills on time, yet it seems that being a "valued customer" only applies to people that can afford to be ripped off.

Community Support

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229.8K Messages

7 years ago

 

Hi @Mr_Mahem,

 

I’m very sorry to read you’ve had this experience with the warranty exchange process, and I apologize for any inconvenience this may have caused.  I completely understand where you’re coming from with this payment.  You definitely did the right thing by trying to setup a payment arrangement for this.  At this time, the only arrangement which can be made will split the payment in two.

 

Thank you for reaching out to verify this information and I really hope you enjoy the rest of your week!

 

Larry, AT&T Community Specialist

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