Insurance Charge not removed as promised 8 months ago.
We filed an insurance claim back in January, since we thought our iphone had been stolen. However, a few days later, the iPhone was found by a kind stranger who returned it to us. I called AT&T and told them I would no longer be needing the replacement phone. They told me that it had already shipped, so as soon as I received it to not open the box, but just give it back to the Fedex guy so he would return to sender and the charges would be removed within 2 billing cycles. I did exactly that, received a confirmation email that they had received my phone but the charges were NOT removed. I gave them some time and called back a couple of months later - spoke to the AT&T rep as well as the insurance company rep. They apologized and said the charge would be removed within 2 billing cycles from that date (May). Now, it is August and the charge is still on my account. I have tried to upgrade my phone, since I am eligible for an upgrade, but was unable to do so because the charge appears as an overdue balance on my account. I been a customer with AT&T for 7 years, and have paid my bill on time every month. I have also added 2 more accounts to my AT&T account, so I handle 3 wireless accounts with this company. This is completely unacceptable treatment of a loyal customer. I have been patient, but this has gotten completely out of control. Please resolve this immediately.