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J

New Member

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7 Messages

Thu, Dec 10, 2020 1:39 PM

Who do I call for a real resolution to my case.

I have found no way for me to get to someone who may be able to help me. I bought a phone in June and returned it. AT&T reps can see that it was returned with the shipping label AT&T provided but then it never got to them. They also checked and know the phone has never been turned on. I have been on the phone with support MANY TIMES.  I'm always told a ticket has been submitted and it will be investigated and will take 14 days. I went through this process 2 times. No one ever called me or sent me anything about my case and when I call no one seems to know what happened with it. I've also been on the phone telling my story over and over to your reps.  Meanwhile, I am being charged month after month and I am paying for a phone I do not own. Last month, I gave up and I moved my service to Verizon. Now I am getting bills for the total cost of the phone from AT&T. I need for this to be resolved and I would like the payments I paid for this phone that was lost by your shipping carrier also returned to me. If this continues, I am going to contact the BBB, my local paper and start using social media to get some resolution to this. Its now almost 7 months from when I returned the phone.

Please do not give me a number for your social community team. I have already gone this route before as well and no one can really resolve anything directly from that team. I need to talk to a real person who can actually fix this now. There must be many help tickets associated with my name at this point and call history and I do not want to go through that process again as I have done it many times and it has failed. Please email me with contact info of someone who can help resolve this. There is no way I am paying for a phone that I returned with the instructions AT&T gave me. I understand that its a pandemic and there may be shipping problems but this should not be my responsibility at this point.

I was a good customer with AT&T for at least 10 years before this happened and have bought phones through the company before so not understanding why I would be treated this way.

I'm starting to read about others who have had this same problem. Please set up some system to help people.

sandblaster

ACE - Expert

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58.7K Messages

2年前

Escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. If they can’t or won’t resolve, no one will.

New Member

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4 Messages

2年前

Where do you file an FCC or BBB complaint?

New Member

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7 Messages

2年前

https://www.bbb.org/consumer-complaints/file-a-complaint/nature-of-complaint/

See link.

It's not hopeful that the second choice in the type of business you have a complaint about is wireless or phone carrier.

New Member

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7 Messages

2年前

I filed with the BBB. Waiting to hear from corporate.  I will file with the FCC then FTC if I don't hear back and then on to calling local TV news station/social media and then small claims court.

New Member

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7 Messages

2年前

See the first paragraph of this email I received. They failed to add the name or the number.

New Member

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4 Messages

2年前

Yes, they called me three days ago and mentioned they had received my claim from the BBB and introduced herself (she mentioned she would be working on my case) but have not heard from her since . Wonder how much longer now. Let us cross our fingers.  

New Member

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7 Messages

2年前

Ok, someone from the office of the president called me and resolved my issue. I should get a small refund in the mail. They referenced my BBB ticket.  I will post here when I receive the this final resolution in the mail.

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