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"Stolen" phone

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"Stolen" phone

MY phone was stolen May 27, 2018. I submitted a claim that night and it was accepted. The next afternoon (May 28, 2018) my phone was returned to the restaurant in which it was stolen from and I went to pick it up. I called Ascurion and was told that as soon as I received the replacement device to refuse delivery and it would be sent back to them. I did so and received an email a couple of days later saying they received the device. They even refunded the money I paid to get the new device.For the last week my phone has been suspended and blocked from the network bout 5-6 times a day. I have had to call ATT 5-6 times a day and am being transferred from department to department and waiting on hold for hours at a time. Many cases were created and many promises were made that this would be fixed, and here it is a week later and I still cant use my phone. I am expected to pay my bill for this month and stay with ATT as a provider when all of this is happening and no help or resolutions have been found. Does anyone have advice on how I can get my phone unblocked? I am currently on hold, for the 15th time this week with the lost and stolen device department, and nothing has been done.

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Re: "Stolen" phone

Hello @sberryhill.

 

We have sent you a private message (PM) to get your details. Please check your forums private messages by clicking the envelope in the top right section of this page, or click Forums Inbox. Locate the PM from ATTCares and reply to the message with the requested account details.

 

Dawn, AT&T Community Specialist


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