ATT modem outstanding issue for last one year.

I have an problem with ATT service for the last one year. I am currently disconnecting my service as I am fed up of ATT customer care. Seems like everyone gets the problem but no one can resolve it. I have taken ATT service on Sept 2012. I have purchased the modem from ATT via order number 2206199055, WMS Order Number 247052519. I upgraded my ATT service to 12 MBPS around Nov 2015 but wasn't getting the speed. My modem was working fine as there was no technical issues apart from the speed part. ATT told that a support guy will come to take a look. The support guy came and told me that he will replace my modem free of cost. I agreed. He replaced my modem with a new one and took my modem (remember I had purchased this). Now the speed problem wasn’t solved but the support guy told me that it’s not possible to get the full speed. From the next month ATT started charging me rent for the modem which was a replacement. At this point my original modem is taken and I am paying rent for an ATT modem which I never asked for in the first place.

I complained and the customer care stuff understood and gave me a rebate first month and told me he will wave off the equipment charged , but in every bill it continued. Sometimes customer case will tell me that they will return my old modem back and I have to ship the new one , I agreed but my original modem is never returned. Last month the customer case rep told me that he couldn’t get my order in the account I told him that I have scan copy and can mail him, he told he is not supposed to receive mails. He have raised a new  case for me which is J61061388 but I am not hopeful as I know ATT customer care there are no true results.

I have the scanned copy of the order and can mail ATT anytime. Few chat reference id’s are Reference Number: 724330784530888457 , Reference Number: 732493729238051962.

As this is really frustrating,  I am disconnecting the  service with ATT. I want my old modem back or a refund for that modem as it was not an ATT property. I will return the ATT modem back after my sevice end date.