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Tuesday, January 18th, 2022 9:56 PM

Huge screw up AT&T

I bought my wife a new phone may ‘21. The store messed up and opened 2 phones and lines on my card, they refunded the first charge but never cancelled the first phone.

In September I realized I had been being doubled charged, we called customer loyalty and spent 4 hours explaining the situation to a few different people, eventually getting everyone to realize we never had the first phone, it had never been used as far as the system could see. I was refunded 480$ for 4 months of wrong charges. Today my wife gets a call from collections, for AT&T 1300$ So the first 480, the 480 they refunded me, and the 4 months following the “fix” all were charged to us, and then sent to collections without any notification to us of a outstanding balance. When we called AT&T they said there’s nothing we can do except pay. Is there any way to fix this, without having to shell out 1300$? Did we just get a bad customer service rep?


ACE - Expert


63.9K Messages

1 year ago

Yes, I’d say you got a terrible customer service rep, that was a ridiculous answer based on your story. You need to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. They will straighten out that mess, no way you should have to pay.

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