10-10-2016 2:47 PM
On July 14th I switched my family's 4 phones from Verizon to ATT. I won't go in to all of the mis-information I was given when making the switch but I have never been so disappointed in a company and the lack of knowlegde from customer service. I can honestly call 4 times in one night and recieve 4 completely different answers. I shipped 4 phones to ATT on July 19th. They confirmed that they had received the 1 iphone 6s shortly after. However, they now say it has not been recieved. I am still waiting for over $400.00 in visa/att cards from July. I recieved visa cards on 3 out of 4 phones and all were sent back together. Customer service promises to "escalate" the claim with the warehouse. After the third promise I asked to speak directly with the warehouse and was told the warehouse does not have a phone! It would be funny if it wasn't so frustrating and att didn't owe me so much money. I did finally recieve an email from the "warehouse" saying that they would look further in to this situation and get back to me. Yet, here I sit 3.5 weeks later still waiting for information. I cannot imagine how far the warehouse must be from the customer service department. Is anyone else having this problem? Any advice on how to actually get an honest answer from ATT?
- edited 10-11-2016 7:14 PM
10-11-2016 6:50 PM
You say they confirmed receipt on the one phone you have not yet reimbursed you for. Do you still have the confirmation?
Please send all the documentation through the forum message system by clicking @ATTMobilityCare .
Have you submitted your final bill on the 3 phones that were received?
10-13-2016 6:56 AM
I am so sorry that this has happened! This is definitely not the experience we want for our customers, and my apologies that nobody has contacted you back. I will be happy to help get this resolved!
@lizdance40 thank you for the information! Always appreciated!
You can definitely send us a private message anytime by clicking on the link that was posted. This would let us look into your account directly. When doing so, please include your full name, phone number and the best time/method to contact you!
Also, you can check out our AT&T Switcher Program page as well. After returning the devices to AT&T, you will want to upload your final bill reflecting the termination/cancellation fees from your previous carrier.
My recommendation is to send the confirmation that all of the devices were received and any tracking or shipping information you have included with the private message. This way we can escalate the issue and get that figured out for you.
Please keep us updated. We want to get this resolved ASAP! We are glad to have you with AT&T and want to make this experience better for you in any way that we can.
Thank you so much for bringing this to our attention!
Fiona, AT&T Community Specialist
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