Complaint

So I go in to an AT&T store last Wednesday to get the Apple Watch I bought my wife for Christmas set up with a cellular plan only to find out I have a passed due account of over $1100 from 3 years ago. I call and the agent tells me it’s been sent to collections and I have to pay them. He also explained that $600 of the amount was from non returned product. I honestly can’t remember 3 years ago if I forgot to pay the last bill when I switched TV providers, so I understand (but don’t like it) paying the $500 or so. But I do know I returned the receivers. He said I just need to pay the collection agency whatever they will take and then when Uverse gets that payment, they can wipe out the cost of the product. Well I just got off the phone and now they are telling me that they have to start a ticket for an “investigation” which will take 7-10 business days. So much for my wife’s present being ready. 

Amd now I do some research to see that they have been accused numerous times of billing for non returned equipment when it has been returned. 3 years ago, I don’t have my paperwork. Didn’t think I’d need it. Frustrating!!!  I paid over $750 of the bill. You think they would be happy to keep my service I’m trying to upgrade and spend more on and take care of the rest since I took ownership of the possibility of the late payments.