USPS lost my package, AT&T won't refund the down payment I paid
I called AT&T on January 21st, 2019 to take my husband and my phone line out a family plan and get our own AT&T account for them, the AT&T representative lied to me by assuring me that I can buy two new lines and devices, then replace the new phone numbers with the original numbers we want to keep once we receive the devices. I paid $511 for the down payment and tax. We soon found out it's impossible to replace the phone numbers, so we shipped both devices to AT&T through USPS with AT&T return label two days after we received them.
It has been showing the package is in transit for 8 months, AT&T told me I'm responsible for the missing package to be delivered and they can't credit me 511 dollars I paid because of that, even though I did my part to ship out the return package and kept the receipt.
I have been calling att more than 20 times, they just keep submitting requests and none of them got through, why does it have to be so difficult to deal with an issue like this? It's not on customers to make sure the package is delivered. I just call AT&T again, they said I have to find out where the package is and get it delivered to AT&T, however, if the package is missing in transit, I won't be able to get my money back. AT&T choose the package carrier, why do customers have to pay for their mistake? It's unfair that AT&T doesn't give my money back? Now I paid $511 for nothing and I don't own these two devices, it's such a dishonest business.