AT&T just lost a family
I want to make others aware of this issue, which I didn't know was an issue until now.
My family switched to AT&T in May of 2022 (it's now Sep 2023) and when our phones arrive, all came to our door except mine. It didn't get delivered, which means someone in the postal system snagged it. Tracking shows that it never arrived to my home, so all was fine on my end and AT&T immediately sent a replacement which arrived shortly afterward and all was well, back in May 2022.
A couple of months ago (around July 2023) I got a suspicious email saying I owe $1200 for a device that I didn't return. I forwarded it to the AT&T fraud team, who eventually responded saying the email wasn't fraud. I called AT&T and it took a couple of calls/departments but we finally figured it out. I was being charged for the phone that never even arrived to my home, from more than 1 year prior. I was told an investigation was underway and, as the phone rep could see the problem, she said the investigative team would clear this up for me and I wouldn't be charged for that phone.
This morning I awoke to a 'bank draft' charge of $1199! I was livid but remained calm and called to get this reversed. I was informed that the charge was going to be reversed but it would take 2 weeks! My bank is already in the negative today due to their error, and I have other bill charges coming in over the next few days - and each overdraft will incur an overdraft fee if my bank continues paying the autopay bills that are coming. I spoke to a manager but after escalating the issue, it is still 2 weeks until I am refunded!
I am looking at my options on dealing with AT&T on this issue due to the incompetence of the 'team' in handling this situation and putting me into such a difficulty, especially in getting refunded all the overdraft fees that are about to come in! But I want others to be aware of this as well, so I'm posting it here. After having an issue, I came online to search and was surprised to see others dealing with this as well!
On top of that, because of this insane issue, I reviewed my bills and noticed that all along, I have been charged an extra $5/mo charge for their 'Next Up' phone upgrade feature which I NEVER asked for nor approved. I have no idea how that got on my bill and thankfully it is only on 1 of our 5 lines, but (Edited per community guidelines).
Beware of AT&T and watch your bills if you end up going or staying with them.