Horrible Customer Support at AT&T, moving to Verizon
Back in the Fall of 2019, AT&T was running a Buy One, Get One Free promotion on the iPhone11. I wanted to upgrade two phones on my existing plan. The caveat was, in order to get the BOGO promotion, I had to open a new line. So, I opened the new line and requested one of the existing lines to be closed. AT&T told me this would be done, although it might take a billing cycle for everything to calibrate regarding charges. Understood.
So, in the winter, when I continued to be charged for BOTH the old line and monthly installments on the new phone, I called AT&T to get fixed. I was told they would take care of it. Then, in February, I need to call again, as I've been being billed approximately $25 monthly for the old line (which should have been closed out) and about the same amount for an installment on the FREE phone.
COVID occured, so I haven't called in a few months. This past week, I called again, had to re-tell this story and apparently a "case" was prioritized and I was to receive a call back. No call back. I am currently on hold with another "Loyalty Department" person, who I had to explain this situation again to.
Unbelievable. My fault for not staying on top of this, but I trust that when a company representative says "it has been escalated" or "I will take care of it", I expect it will happen