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MRogers82's profile

Contributor

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1 Message

Wed, Oct 30, 2019 1:08 AM

Is AT&T unable to connect the dots that 2 affected May be Coincidence but 100+ its an internal issue

I am at my wits end and its been a week so I can’t fathom how people have maintained their sanity for 3+ months being jerked around by AT&T who can’t see the evidence laid out before them that there is an internal issue either negligence incompetence  or an ability to hire properly possibly even outsourcing to the wrong companies or very well a mixture of all the above. I have the same issue as hundreds of people sent phone back received a text confirmation from AT&T it was scanned in and in route to warranty department yet two months later there’s a back dated charge for the value of a phone much higher than the worth of the “renewed” iPhone 7 and after several calls getting different story every time I’m ready to walk away from the cell phone company I have been with since it was cellular one. First interaction consisted of someone waiving the charge and in its place giving a non compliance fee as if they were helping me. When I pointed out that’s essentially saying I refused to return the phone and want special treatment. Not to mention it would affect any future purchases or warranty issues that may come up and may impede possible phone upgrade deals and what not. Not to mention I refuse to be held responsible for the incompetence or Illegal activity or fraudulent behavior of someone else whether it’s individuals or a corporation. He offered to waive the noncompliance fee ignoring that at that point while $75 dollars is less than the $800 Att is currently trying to steal from me and while I appreciated the patronizing tone in which the offer was given I still wouldn’t accept responsibility for someone else’s Incompetence/theft. The next day I called and spoke to someone who continued the run around but was nicer about it. That is until either she lied to me or didn’t notate my account that she had located the phone which was in an AT&T warehouse and that charges would be removed in 48-72 hours. When I called back 75hrs later is when the real fun began (sarcasm in case it’s not clear) I was told that I was never told the phone was located (to be clear I wasn’t told that I was lied to or misunderstood but that I wasn’t told that implying that I’m lying. I was also informed my case had been closed insufficient evidence and therefore denied (apparently I have access att system and can send myself texts from them). I was told that the text don’t mean anything ignoring the fact that if that were true then maybe customers shouldn’t trust the text passcodes they receive for verification purposes from AT&T since they don’t really mean anything. What it means to me is that at the very least AT&T is acknowledging that The device is no longer in my possession whether it be in route from the post office or that it’s been  received by AT&T and is now being shipped internally to the warranty department which the bottom line is that it is no longer in my possession which means it is no longer my responsibility and becomes that of AT&T’s or even possibly the USPS however I’d argue not the USPS since the text came from AT&T not the USPS. Until this  incident my account has only ever been late paying a bill once or twice by a few days but has always been paid. More over since the account was first opened with cellular one there’s always been minimum one line but typically 2 or more since I used to praise AT&T and never used to hesitate when my contract ended to sign a new one cause I new I’d be with AT&T whether there were better deals at other companies or not. Loyalty and stability are worth the couple of extra dollars I could’ve saved. I hated when att did away with contracts since it meant phones were to be bought at full price but now I see I’m lucky cause if contracts were still in play I would’ve had to resign to get the garbage phone I got which would mean I’d be forced to remain with AT&T despite the fact they are pulling some sort of scam to rob me of my hard earned money but instead if this isn’t resolved I can walk across the street to Verizon or maybe Sprint or a smaller carrier (not T-Mobile since I would shortly be back to paying the same company that is try to rob me now) I am by no means rich but what I do have is my integrity and that means more to me than the cost of starting over with another company. This is not just a hiccup in the mailroom AT&T this is a bigger problem and if you actually care about the customers you have... wait scratch that your actions show you don’t care about customers since actions speak louder than words your lack of action on this issue is deafening. So if you care about the money you receive for the services you offer and wish to continue to receive them address the issues that clearly show your problem is internal. Own the mistake and make it right rather than passing the blame off to the consumer. It’s not good business these days to step on the little guy so you can pocket $800. When will someone at your company take this seriously and show that you mean what you say when you’ve told your customers like myself that I am a valued customer? 

lizdance40

ACE - Sage

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89.1K Messages

2 y ago

    Just to straighten out a misconception; T-mobile is NOT AT&T, and is in no way connected to AT&T, but is a competitor, so your comment about t-mobile puzzles me.  AT&T and T-mobile have more in common as they were always the “GSM” carriers, while Verizon and sprint were “CDMA” type technology carriers.  
    It’s hard to figure out, but I gather you sent in a phone that was defective after receiving a replacement, and it got lost.  I suggest you file an FCC complaint and send along your tracking information.  Returned phones go from USPS to Newgistics, same tracking number works on Newgistics website.  Try it, and see where the tracking has the phone.

 

Contributor

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1 Message

2 y ago

Sorry for new Id but I mistyped my email address when signing up and couldn’t reset my password which I didn’t memorize because I had thought my phone would & since i used the iOS generated password it’s a bit difficult to guess what it was. So to reply I had to create a new profile

 

My apologies for the confusion I miss spoke, I had read something on a merger between Sprint & T-Mobile & confused it with the AT&T’s attempt to acquire T-Mobile back in 2011 when it was stopped due to violating anti trust laws and I assumed they were trying to merge again. I did realize my mistake as well as spelling and grammatical errors but sadly too late cause I had already posted & I couldn’t figure out how to edit a post once submitted but it’s a moot point now that I can’t even access the account I made the original post in.

 

As far as trying to track the package. Thank you for your suggestion I’m writing a complaint to the FCC & I am aware of the site you’ve suggested and actually tried to use it to resolve my issues several days ago but the number I have i tried to track it didn’t register.

I can see how my original post is hard to follow. When I get as angry as I have been lately my thoughts can be difficult to express in a cohesive way due to minor brain damage I suffered several years back. You did get the gist though. You are correct i sent back a defective phone and it had been lost. Well not really since I did receive a text to verify that it was scanned in and when I learned att had charged me for the phone I took every step I could to resolve the issue. Now as of about an hour ago depending on whether or not I can believe what I was told after a 2 hour call with a supervisor in the call center that my phone had been found (for the 2nd time now) and that the amount that needed to be reversed is over the amount then the supervisor I spoke to is authorized to approve however she would give the information to the person who could and have them reverse the charge. I want to believe it will happen but I don’t. I’ll  happily admit I was wrong or that i’ve miss judged att and that I’ve been too pessimistic but having already been told the phone had been found and that the charge would be removed only to be told I was never told that, I struggle to believe that this issue is resolved. Especially considering how many people have shared nearly identical experiences

lizdance40

ACE - Sage

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89.1K Messages

2 y ago

Great, I will be cautiously optimistic with you. 🤔🙂.    
‘So the phone tracks with USPS, but never gets to Newgistics?   That means it should not have got back to At&t, unless it wasn’t scanned until the warehouse.  Very puzzling.  🤞🏻 

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