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VERY DISSATISFIED CUSTOMER
I am EXTREMELY dissatisfied with the lack of customer service, follow through, and follow up, I have received from AT&T. My phone number is (Edited as per community guidelines). You can look me up and see a series of notations based on the number of times I have called and have been in your store. I am reaching out this way because phone is NOT working. I could also write snail mail; however, with Covid, I don't know how long it would take to get to you, and after all the lying I have been told, I felt I needed to track my communication on my own.
I think I called on 6/4 to inquire about phone plans. I have been a faithful customer of Verizon for 20+ years. I was looking to add a line for my daughter and wanted to shop around because I didn't feel Verizon was offering anything to add a line.
Again, I called to inquire. I NEVER would have done a switch over the phone, and I NEVER would have done this without talking to my husband first. I just called to inquire. The woman ASSURED me MULTIPLE times that ALL 4 phones would be for FREE. I could not believe this. I asked her REPEATEDLY. She laughed and said the calls were recorded. I told her I would talk to my husband and call back. She said I had 14 days to cancel. So with 4 FREE IPHONE 11s and the chance to still cancel, I agreed to switch. I was ASSURED that my bill would be about $140/month for 30 months, and this would cover the 4 phones AND the service. Again, I told her I couldn't believe it. My kids were in the background so excited, and she laughed saying they would be so thrilled. We picked out colors, and I paid $175 for the tax on all 4 phones. She said I didn't need to pay anything else now. We signed up for paperless and autopay and a new line, and all of that was why we were able to get ALL 4 phones for FREE.
After this conversation, as you can see, there has been nothing but obstacles along the way. There was a delay with shipping the phones because I had to authorize with Verizon, and that was another phone call. Then, we got the phones, but they were all black. So I called and was told that I could go to a store and switch them out. So I went to the store, and they, let me tell you, did NOT want to help me. They wanted to charge me to switch them out. I told them to check the notes. It was in the notes, but for some reason, the phone rep did not put anything about "free." So, guess what? I had to call you guys. The store didn't. I was on the phone for about an hour. Finally, the store rep agreed to give us the colors we ordered. We were there at least another hour because the rep had to switch our sim cards. I thought this was crazy, but I waited patiently. He also told me what my old phones were worth if I wanted to trade them in.
Then, guess what, our phones were shut off, and I had NO way to communicate! We had to figure out how to back up our old phones and transfer the info to the new phones and were without cell service for the whole time. My husband was at work! All of a sudden, he had no cell. Awesome. None of this was told to us, either.
Again, back and forth, I have called and tried to get more information with our bill. We were told over and over that the initial bill looks super high, but that is not a bill, just wait. So I kept trying to confirm to make sure my bill was supposed to be what it was supposed to be.
My days and phone calls are blending together, so I am not exactly sure on the timeline, but then I went back to the store to turn in our old phones. It wasn't a trade-in. I was turning them in to get a credit off of my bill. Apparently, this is ANOTHER lie I was told because every person since has said that I could use it as a trade-in to get half off the phone. AGAIN, THIS WAS NOT WHAT I WAS TOLD. At the store, the rep told me not to turn them in there because I had gotten them from the phone, and there were different offers between the two. She didn't want me to not get what they were worth.
So... I called AGAIN and got confirmation about two weeks ago, that my phones were, indeed FREE, and she told me I could send in my old phones to use for credit toward my bill. So, silly me, I sent in my old phones! Now, I have NOTHING!!! THIS IS WHERE THE BAIT AND SWITCH PLAN REALLY GETS INTERESTING!
I then got my bill. So, I called. AGAIN. And AGAIN, knowing I had 14 days to cancel. The rep told me that I was 2 days past, and there was nothing that could be done. Awesome. She also told me all of the codes entered were half off, not free. Awesome. I told her half off and free sound NOTHING alike. There was NO way I could have misinterpreted that. The amount of apologies I have received are endless! So, she pretty much said there was nothing she could do. I told her to check the phone call. The woman I originally spoke told me calls were recorded for training purposes. I told her to speak to the woman/listen to the call. She said that was out of her jurisdiction, but she would inquire about it, ask them to listen to the call and/or speak to the rep who sold me the phones. But there was nothing else she could do. Awesome. By the way, no follow up. She did not call me back; I have heard NOTHING. Except a bunch of apologies... Awesome.
So guess what. I called last night. I was told a supervisor would call me within the hour. Um.... still waiting for that phone call! I don't know what kind of business this is, but I have NEVER been treated this poorly. Not to mention ALL of the HOURS I have spent on hold, on the phone explaining the situation over and over.
I called this morning since I never got the call last night. And let's be real, it's not like you don't have my phone number! I have been suckered in, and you have my account. So, no follow through whatsoever.
Again, I called back this morning. The supervisor said the same thing as the last person, and interesting enough, when she read back the notes, NOTHING was mentioned about the other supervisor, the one in the other area out of her jurisdiction, being asked to check the call! How can that be?!!! Again, LIED TO! Seriously?!!! So this woman assured me that she would follow up. And honestly, she did. After we got off the phone, she called me back and told me about her research and told me she would call me back in a few days to follow up. SHE HAS BEEN THE ONLY ONE TO FOLLOW UP ON ANYTHING WITH ME. I did tell her that and thank her.
So, that is the background in a nutshell.
1. I NEVER WOULD HAVE SWITCHED COMPANIES OVER THE PHONE WITHOUT AN EXCEPTIONAL DEAL.
2. IT'S DURING COVID 19. I DON'T HAVE EXTRA MONEY TO BE BUYING 4 IPHONE 11S!
3. I DIDN'T NEED 4 NEW PHONES. I NEEDED 1. ONE FOR MY DAUGHTER. WE HAD AN IPHONE 8 PLUS, AN IPHONE 8, AND AN IPHONE 6+ THAT WERE ALL IN GOOD WORKING CONDITION. WE NEEDED ONE NEW PHONE, AND WE DID NOT NEED AN IPHONE 11. WE WOULD HAVE GOTTEN A NEW PHONE, BUT IT DIDN'T NEED TO BE SOMETHING SO EXPENSIVE.
4. I NEVER WOULD HAVE AGREED TO PAYING HALF OF SOMETHING THAT I DON'T EVEN KNOW WHAT IT COSTS! I HAVE NO IDEA HOW MUCH THESE PHONES EVEN ARE!!! AGAIN, REFER TO POINT #2. I DON'T HAVE MONEY FOR THIS.
5. I NEVER WOULD HAVE SURRENDERED MY WORKING PHONES!!! NOT ONLY HAVE I BEEN LIED TO, I NO LONGER HAVE MY PHONES!
SO, this is what I NEED. 1. I need a copy of the phone transcript of my conversation with the saleswoman who apparently lied to me in this bait and switch on 6/4. (I'm pretty sure that was the date.) 2. I need a copy of ALL of the notes from my phone conversations. There have been MULTIPLE discrepancies. 3. I need someone to call me back in the next 48 hours to explain to me how this we can come to some resolve. My expectation is that someone of authority call me to reach a resolution, including upholding the original offer that was extended to me for 4 free phones, as well as compensation for my time and effort. If not, I will be forced to take this to social media and even possible legal action.
Others have told me that AT&T was reputable and stands behind their product; however, I have not see that. I have yet to experience anything close to that.
I look forward to hearing form someone soon and appreciate your prompt response.
Amy (Edited as per community guidelines)
(Edited as per community guidelines)