Charging $800 for a new cellphone that was returned - DON'T FORGET TO WRITE DOWN THE TRACKING NUMBER - SCAM
We are being charged for a returned cellphone which was ordered under the upgrade on an existing line. Phone was returned with AT&T label in March, but because we didn't write down the tracking number, we are being charged $800. Spoken with more than 5 different people who tell me it will be credited to the account, only to have the credit denied later and have to start the argument all over again from the beginning. Justification is that they 'don't show it being returned and can't find it without a tracking number'. At one point, was given an email address and instructions to be able to reach out back to the person who was 'handling' the problem, but never got a response from him. Have spent hours on the phone, gone to USPS to try to track, and spoken with UPS, who tells me this is a pattern of behavior with AT&T and that AT&T has a reputation for this. We have been in business with AT&T for almost 40 years. I can't seem to get through to a person who can actually make a difference here. Maybe I should be talking with one of AT&T's competitors if this is AT&T's idea of customer service. Maybe AT&T is now too large to consider customer service an important aspect of business.