The stories about AT&T ripping people off and being liars are true.
On 12/5/2014 I had to cancel my service with AT&T. First issue, I ordered an iPhone 6+ over the phone (first & last time ever doing that) and was told my phone would arrive in 3 business days. I got my shipping information in an email later that day and the dates were between 11/6 - 11/27. Second, if that lie wasn't enough, I got an email in early November that my order was canceled. I immediately called AT&T to see why and they said it was because the payment had been pending for longer than 30 days. They ran the payment again issuing a new order and assured me that this happens to everyone. They were supposed to rush my phone to have it arrive within the 11/6-11/27 time frame. I called AT&T several times to check up on my order and they could not provide any information but assured it would come by 11/27. Third, my phone did not come by 11/27. I called AT&T and was told my order had been canceled for a second time. No notification was sent this time and when I asked the reason for the cancellation I was told it was because of the 30 pending payment. Please note it had not been 30 days since the second order. Frustration was not the word; AT&T was very unsympathetic to my situation and simply reordered assuring me it would be on a "first priority" rush. I was told my phone would come within 48 hours but had nothing in writing to prove that because emails were only sent out once the phone has shipped. Holding on to the last string of faith I had in AT&T I believed them and even allowed myself to get excited that I would finally have my new phone. 48 hours later no phone so I called back AGAIN. I was told my phone would arrive on a Friday, Friday turned into Monday. When my phone did not come on Monday as promised, I had enough! I called in one last time to see if they could give me a concrete shipping day once they said no, I said I'm cancelling my contract. I was transferred to many departments and finally reached Retention where Andreana helped me cancel my service. She told me my ETF would be waived due to my situation. I got my final bill a few weeks ago and low and behold the fee was there. After countless lies from AT&T I shouldn't have been surprised but AT&T screwed me one last time. I spoke to several managers in several departments today who are all telling me this is a valid charge and they are not removing. Bridgett in Collections/Finance was the icing on this terrible service AT&T is providing. I'm obviously not going to take this one. I called retention to see if my conversation with Andreana was recorded. Has anyone else had to deal with this? I’m also waiting on call backs from two managers including Bridgett who was so shrewd and obnoxious. I am beyond disgusted with AT&T and their supervisor’s bigotry attitudes. Companies should not do business the way AT&T operates. I cannot believe they are trying to make me pay this fee after everything they put me through and an employee stated it was waived. So glad I left and will never be back, I will share my story as well.
PS I walked in Verizon and got the phone I have been waiting months for. All of this headache from AT&T was pointless.
A very disgusted and irritated former customer.
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]