Formal complaint for public knowledge before having to take case to arbitration
In April of 2022 we upgraded my wife's phone from Verizon with an at home rep the day we were getting our new ATT fiber internet installed. The agreement was to lower her monthly bill and upgrade her iPhone 10 to an iPhone 13 which was to include a $700 credit for the trade-in of the iPhone 10. After activating new phone the rep left that day with the iPhone 10 to be submitted of the trade-in. After waiting the expected 2 month period for the trade-in to process, we noticed that we were still being charged for the full price of the new iPhone 13 in 36 installments of $25/mo. After calling customer service on July 7th and having to escalate the case to management, we come to find out that the in-home rep was no longer with the company and THERE WAS NO RECORD OF ANY TRADE-IN ON OUR ACCOUNT. At this point we were offered $300 for the "traded in phone" that just seemed to disappear. This offer was declined by us as we demanded the $700 value that we were initially offered. A case was opened, and we were promised a resolution within 2 weeks. Two weeks passed with no communication so we proceeded to call again. After having to escalate the issue again to another manager we were assured that the our next bill would reflect the correct $700 trade-in offer that was promised initially. We made sure to get all the information we could to confirm this resolution and expected to see the proper adjustments on the following months billing statement. Transaction ID#: CM20220707_154043189 Employee ID#: FM083J Apparently, that conversation meant nothing because when August's bill arrived there was no change. Once again a call to customer service was made. We were again reassured that it would definitely be reflected on September's bill. September's invoice arrives. Again, no change, credit or adjustment of any kind. I love calling customer service every month! We again escalated another phone call to management since they are apparently the only ones with privileges to view the trans. # referenced above. This is where it gets fun. They have no record of any resolution offer from July, and the only details they could provide on that transaction ID was it was denied. They so graciously offered up the $300 for the "trade-in" again. We did not accept since that was a full $40 short of the initial offer. This new contract would have never been accepted if we had expected to pay $900 for a phone upgrade instead of $200 (with trade-in). We have now been billed $125 for the new iPhone 13 with ONLY 31 more monthly installments to go. Now we start the arbitration process. Thank you ATT for wasting my time and money.