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New Member


1 Message

Fri, Jan 24, 2020 7:53 PM

Returned Phone and AT&T Won't Give Me Credit

I returned a phone with the return label in the AT&T box. They say it hasn't been returned to their warehouse and will not credit my bill. I am so upset! I've spent many hours calling trying to resolve and they say there is nothing they can do. Their customer service is a JOKE!!! Any advice???


New Member


4 Messages

2 months ago

Hi there. Hi ATT who keeps scrubbing these posts on phone numbers & emails. WHY is a paying customer (Me) doing your job in helping other people?

Poster, I’ve been going on 6 months of “this credit will be issued in 1-2 billing cycles”, and 3+ suspensions, and today, a termination letter.

ATT put the phone I returned on my bill, and I’m disputing. I don’t have the phone, so not going to pay it. If you want me to pay for the phone, I want it back, right?

I’m still paying my services charges every month. Still not resolved, nor does anyone follow-up but this is the info I’ve accumulated FOR EVERYTIME I’ve called. Have every agent document the call. Hang up on the worthless or confrontational agents because they will also hang up on you. Don’t waste your time. I’ve given them 3+ hrs every call. DOCUMENT names, badge #s of agents, depts & numbers & the date(s) u called.

1. Find your return email - [email scrubbed].... email in your email box. It’ll say “we’ve received your return on date” - refund under review.

2. Track the tracking number

3. Transfer to E-commerce to verify & note your account it’s returned.

4. GET A CASE OPENED THRU BILLING OR LOYALTY OR BOTH. Keep this number & follow up. You will find some Rare gem agents.

5. If u have directTV and wireless or more services, call “unified billing” @ (Phone number hidden). Agents were hanging up, telling me that they either couldn’t access my unified account or this is the ONLY department that can credit my account.

6. I’ve found the LOYALTY folks are ATT’s sharpest tools. They can add the numbers quickly and follow what’s going on. Also based in the USA. They also looked up my order return email & found my item was RETURNED (most other depts don’t do this). “say retention agent”.

7. @ATTHELP on Twitter. post and direct message them.

8. Leave messages for corporate, or someone else said leave complaint for BBB and it gets to corporate. Beyond frustrating & sad customer service with no follow through.

I’ve only encountered 4-5 really sharp ATT agents out of the 100 people I’ve spoken with. **AT&T - pay attention to what I’m saying. ****YOUR CUSTOMER SERVICE IS UNSATISFACTORY, and there is competition. I’m beyond fed up and exploring other options. Total debacle. Good luck.


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