ATnT poor customer service with returns
I have returned an iPhone 11 Pro Max (ATnT contract phone) right after getting a better deal from Verizon. I got the phone through Walmart and I have successfully retuned it to Walmart. I have the confirmation receipt too. However, on my actually ATnT account, I was charged for the whole phone cost and when I opened a case regarding this issue no service rep helped me with accurate information. Actually one rep guided me in the wrong path and told me not to pay the due amount for the phone which resulted in suspension of services( this one was on a recorded line). This affected other active members on the family account. I walked-in to the store like 10 times and no person was able to help me too. The case I have opened was closed in just one day without any information to the customer and ATnT claims that the phone wasn’t returned at all. I’m super frustrated about this. I personally feel ATnT is having poor customer service and support as I have tried to reach them numerous times and they end up giving the same response. rep guys from ATnT suggested me to go to Walmart as ATnT is not responsible for any return through a third party. I did a through research with Walmart and figured out that the phone was returned form their end too. Underlining point here is why ATnT is doing business with Walmart when ATnT claims no responsibility over device payments or returns with Walmart. On more thing to add... the hold time for 20 calls I have made so far with ATnT customer service desk was close to 30 mins for each call. At times the customer rep guys also hung upon my calls after putting me on hold for ages. Thanks for the best service and support team ATnT. Kudos!!!