AT&T Lost My Online Phone Order and Still Continues To Charge Me For the Phone
I just wanted to share my experience with ordering a phone online in case this happens to you and that you may think twice about continuing to use AT&T as your cell phone provider.
In September of last year I ordered a refurbished LG K20 online and apparently AT&T uses FedEx to store these phones in a warehouse and then ship them when ordered.
The tracking information showed that the phone made it to Los Angeles but then was pending delivery, I live in Hawaii. The phone never made it out of Los Angeles and was never delivered, the tracking information on the FedEx website continues to say pending delivery to this day, May 2019. After a week went by when it was supposed to be delivered I contacted AT&T to let them know it was lost. They told me that I had to get the serial number from FedEx of the phone to confirm if it was in the warehouse that they contract with FedEx in order to confirm it is lost and then send another phone. I got the serial number, FedEx confirmed it was lost, and I reported the FedEx lost phone case number to AT&T. From there it has been 8 months of a complete nightmare and total disregard of customer satisfaction and I have had AT&T cell phone service since 2001, I am a 18 year customer that you would think that they would treat with respect. Over this 8 months period I have literally wasted so many hours of my time and life of talking to customer service I can't keep track. I was told by over 10 different customer service agents that they would resend the phone, I have kept all of the chat records to confirm this, but they never sent a phone. Instead they said it was my responsibility that AT&T/FedEx lost the phone and to this day I am still being charged on an installment plan for the phone I never received. Imagine the outrage AT&T would have if they ordered a piece of equipment from a vendor, it never arrived and yet AT&T still had to pay for the lost equipment. That would never happen. I basically have given up on fixing the problem and ended up buying another phone from my local AT&T store. The utter disregard and care for my satisfaction is unbelievable and the fact that they can continue to charge me on an installment plan for a phone that I never received seems like a criminal crime. I followed every step they told me to do and yet I never received a replacement phone and the installment plan continues to this day. I am still disgusted by their total lack of respect and greed for such a small dollar amount. The replacement phone cost was only $100 and they won't even refund that amount or cancel the installment plan or send me another phone which is useless at this point because I had to buy another phone. I guess I would just say that everyone should drop AT&T in mass protest but that will never happen and again I have been a customer for 18 years and this is the way they treat their loyal customers. I number of times I was promised by an AT&T agent that the installment plan would be removed is remarkable and it has never happened. They have literally cost me an entire day of my life either talking, chatting or emailing their support team. Below is one of the chats where I was promised a replacement phone in December 2018 and of course it was never sent. Again I think my experience with AT&T should make you think twice about doing business with them anymore.
Reference Number: 732217651119620695
DATE/TIME: 2018-12-13 16:11:27
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
Again, the replacement phone never came and I am still being charged for the installment plan. I have records of the same answer from multiple agents who are basically telling a lie, so don't ever trust what AT&T tells you.