AT&T Next Trade In Missing
Original Issue Date: September 21, 2018
Over the past few months I've spent countless hours on the phone with AT&T support in regards to an issue that is still unresolved. I've been missinformed throughout and any chance I had to resolve the issue on my own was lost due to the incompetence of untrained AT&T specialists. I was instructed to disregard charges on my account and lead to believe the device was received, when apparently (according to only half of the specialists) it was not. By the time I was made aware of the device charge my window for retrieving the package from USPS had passed and I was told if the device was there, it would have been sent to dead mail in Atlanta, GA. I have a video recording of an in-store representative speaking on the phone with multiple support departments in which she clearly states that the device is found and once transferred she is told the credit will not be applied because the account was not notated by the previous agent whom we spent over an hour on the phone with (THIS INTERACTION IS RECORDED ON VIDEO)
Below are my records of the responses I received while speaking to the billing, loyalty, customer service and in store representatives:
|AT&T Next||Online Ordering||9/14/2018||iPhone XS Max Ordered through AT&T Next.|
|AT&T Next||Online Ordering||9/16/2018||iPhone XS Max Shipped
|AT&T Next||Online Ordering||9/20/2018||iPhone XS Max On-Hold
|AT&T Next||Online Ordering||9/21/2018||iPhone XS Max Delivered
Altamonte Springs, Fl 32714
|9/22/2018||Galaxy Note 8 Returned at a USPS drop box
Return Label# ***
|Billing||800-331-0500||10/3/2018||Informed the device has not arrived.
Instructed to wait at least 14 days.
|Billing||800-331-0500||10/10/2018||*** – Instructed to disregard the charge.|
|Billing||800-331-0500||11/30/2018||Instructed to Disregard the charge. Confirmed the device was shipped and received.
Waiting on “System” to credit the account.
|Loyalty||***||1/21/2019||Transferred to ATS. Agent could not find the bill with the unreturned device charge.
Stated the issue would be taken care of if I could have a rep call from in store.
|USPS||In-Store||1/22/2019||IF the tracking number was correct it would have shipped
IF the tacking number was for Fedex/UPS it would have been given to the proper distributor
IF the tracking number was incorrect. It would have been opened for inspection
IF I would have come in earlier, there would have been a chance to recover the package
(assuming the item was held.)
ELSE the item would be sent to dead mail in Atlanta GA
The supervisor stated that cameras do not save recording that far back. Tracking numbers are not stored and the only record would be on a receipt if one was given.
|MULTIPLE||In-Store||1/22/2019||Explained situation to “Jax”. Employee refused to call support, Stating “We don’t do that”.
Attempted to sell me internet at a lower cost with incentivized gift cards to help pay for the device charge.
Never called loyalty to resolve the issue.
|Loyalty||***||1/24/2019||Transferred to ATS.
Agent claims to have found the device and is given a code from their supervisor to have a credit issued by an in-store representative
*** – Instructed to call from the store using this number to receive a credit for the device. No Notation on account.
Tamatha - ATS and loyalty don’t know what the number is.
Employee grows exceedingly frustrated with support.
|Billing||Live Chat||1/24/2019||Supervisor (Ariel) – Offers to call.
Supervisor leaves the chat and never calls.
|Billing||Live Chat||1/24/2019||Leon * - No record of previous conversation.
Forwarded to ATS Chat
|Billing||Live Chat||1/24/2019||Kelvin – Tells me to have a 3-way call with USPS and Support. No Help.|
|Loyalty||***||1/24/2019||Transferred to ATS. Automated message, wrong department.|
|Loyalty||***||1/24/2019||Transferred to ATS. Answered – Couldn’t Hear Me – Agent Hangs Up|
|Loyalty||***||1/24/2019||Transferred to U-Verse instead of ATS|
|U-Verse||Transferred From Loyalty||1/24/2019||Informed ATS closes at 9PM.
Transferred to ATS. Fails.
|Loyalty||***||1/25/2019||Transferred to ATS.|
|ATS||Transferred From Loyalty||1/25/2019||Transferred to ATS.
Once again states there are no notes on the acocunt.
Could not find the device due to limited access. Referred to Customer Service.
|Customer Service||***||1/25/2019||Unable to track device. Forwarded to AT&T service advisor for further help.|
|AT&T Advisor||Transferred from Customer Service||1/25/2019||Spoke to supervisor. Advisor department cannot track missing devices. Referred to ATS.|
Instructed to speak with USPS.
If anybody from AT&T would like to resolve this issue once and for all, I would appreciate the courtesy.
Else, I will be cancelling my AT&T bussiness, personal, home and DirecTV accounts.
[Edited for privacy - This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]