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TripleMonkey's profile

Tutor

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4 Messages

Sun, May 20, 2018 12:06 PM

Who do I contact to escalate a sales agent fraudulently taking a phone under an active next plan

Agent STOLE my phone... instead of using the phone for upgrade with trade in offer as requested (and as was available per art's own website) she placed a new next plan on a different line and used the phone from the other next plan for buy back credit. The buy back credit was only $265 and the remaining balance on the phone was $376. A manager at the store promised me the remaining credit in 72 but of course that never happened and when I connect att they ay the phone was never eligible for trade in upgrade even tho the website still shows the line is eligible with trade-in. I also have a printed copy of this from the site as well as other proofs that the store employees as well as every employee I spoke with after the fact does not give a slit about making this right. They just want sales commission and atts greedy as should be ashamed.... but they won't be because giving a rats app about what is right is far outside Randell Stevenson's wheelhouse. 

 

Please someone provide me with a usable escalation contact to get this resolved [Edited to comply with Guidelines]

ACE - Sage

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98.7K Messages

4年前

Gather your receipts k which should show the full transaction, and file a BBB complaint .

BTW did you read your purchase receipt?  It shows which line was upgraded.  

Tutor

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4 Messages

4年前

So what you're saying is at&t has no integrity and will not even step up to correct an account they messed up to save $500+ monthly in revenue... Oh of course that makes sense cause $500mo and chit to them fat sobs. 

ACE - Sage

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98.7K Messages

4年前

I’m saying you have 2 options to contact ATT, calling 611 or live chat.  Neither will get you ‘escalation’ up to the top.  ATTCares is not accepting messages anymore.  

So the best way to rattle the cage and get the top brass, is a kick in the kidneys, which the BBB will do in 24-48 hours.   Then ATT will contact you rather than fighting with the phone tree

 

JUST an FYI,  If the phone was STOLEN, how did it get turned in for credit?  It was obviously turned in wrong.  That’s stupid, but not theft.  And the receipts?   Which line shows the upgrade?  Your number?  No?  Did you read before you signed?  

Tutor

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4 Messages

4年前

Yeah,at this point I consider it stolen because the agent explained to my wife that she was doing what was asked but actually created a whole new contract without my wife understanding. Even tho my wife continued to explain that she wasn’t sure it was right, the sales agent continued to push and promised that it was all free and part of the upgrade. In my opinion it IS in fact theft if a company's employee convinces a customer to give up a piece of equipment for half the price and then refuses to correct the error while still charging for the equipment which has now been turned in. Additionally it is AGAINST AT&T NEXT PLAN POLICY to allow a phone on an active next plan agreement to be traded in as credit towards any other products or services while the current plan is still active. Had they credited my account when and as promised I would not consider it theft. But since all 7 AT&T employees I have reached regarding this issue are refusing to correct this matter even when presented with definitive proof of eligibility from the att.comwebsite, this can be considered nothing less than theft by the all too large for its own good cooperation, AT&T. We did everything requested to get this corrected including returning the ‘free’ accessories that were sold to my wife under these false pretenses yet they still refuse to honor their end. Not surprising.

ACE - Sage

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98.7K Messages

4年前

@TripleMonkey

I suggest you leave that out of your complaint.   Since the rep does not physically have the phone, it’s not stolen.  To be blunt, it’s enflamatory and you come off a nut.  Keep it simple, factual and have your records to do the talking.  

Since the phone was not turned in under Next, there was no way to undo it.   Not even returning the new phone.   ATT just has to eat it, and credit the remaining amount in the line to zero out the old phone installment.  

 This is why no one but me is allowed to do upgrades.  I micromanage the process and don’t trust anyone to get it right.  Too much time on here.   

MicCheck

ACE - Expert

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11.7K Messages

4年前

I'm going to second what @lizdance40 said. Don't use inflammatory words like "stolen," or "theft." While you might have good reason to feel that way, using that sort of language makes it seem like you're just trying to get something for nothing. 

 

There's merit to your complaint; don't let yourself get written off because you come of as accusatory, or worse, crazy.

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