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The Samsung Galaxy S24
Jdtj's profile

New Member


1 Message

Thursday, March 23rd, 2023 3:17 AM

Customer service and lack of internet connection

I switched from Verizon after 12 years and within 5 days I’m regretting it. I have spent more time on the phone than I’ve worked in the last 3 months. I can’t get anyone to return my wrong replacement phone or my trade-in phones. Both confusion with in person or on line. On top of this when I received the first wrong phone, one phone reps tell you to try in store; that doesn’t work or at least the customer service reps in stores don’t want to help. Coming back after being rejected in person now instead of just switching for the next size up the new representative added a 5th unnecessary line and added on the 2x up size phone without my consent, didn’t even offer me the correct size I needed. She couldn’t understand I needed to replace one of the 4 lines I already had with just the next size up different model and I got charged the extra tax fees, new insurance, and each time I told her this didn’t make sense she said it was part of the process. The next day after I received the email on what she was sending I called immediately explained my situation for the forth line and the new representative replaced that fourth line without any issues or asking all of my financials again. I was told to just take the phone the other representative sent me back to FedEx as a return to sender and it will cancel that fifth line. Well it turns out FedEx was confused what to do with it… so I hope it goes back because they do not give any documentation that it’s going back. So far the new Phone service has been a nightmare for customer service, plus slow service at times especially if you are out of your home connection. Now I’m worried they will not receive back the ultra that I sent back through FedEx and I will be stuck with a fifth line care and not get credited my taxes or extra insurance coverage she charged me.

ACE - Sage


118.1K Messages

1 year ago

It wouldn't make any difference which way you switched.

If you purchased a phone online, it can only go back the same way it came which means shipping it back, or at an AT&T corporate store, and that is assuming they have a phone that you want.

Authorized retailers cannot make returns and exchanges on behalf of AT&T corporate.

They cannot provide you another  phone without charging you for the phone and the phone line because you have to return the incorrect phone first.

They shouldn't have done that they should have told you you have to make the return first before you can get a replacement phone.

I don't know how you did the switch, but I highly advise no matter who you are switching to to go to a corporately owned store, make sure they have all the phones that you want and make your purchase there, and make sure that they will take your trade in phones at that same store.

The way the economy is going there is a shortage of devices. Especially in more expensive, upgraded phones that have more storage or larger sizes.  The manufacturer isn't providing a sufficient number of phones to fill orders they are waiting for the orders and then they fill them with phones.

It's just the way it's going to be from now on until the economy turns around and supply chain issues resolve, which may take another 10 years

Community Support


232.7K Messages

1 year ago

Hello, @Jdtj! We want to take a closer look at this for you.


Let's meet in a Direct Message to make sure the device has been returned. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).


We look forward to chatting with you soon!


Rachel, AT&T Community Specialist

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