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DER_KOLOSS's profile

New Member

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1 Message

Thursday, November 17th, 2022 8:49 PM

I got robbed by AT&T - The Store stole my phone

 

  • I am looking for someone who can help me to better address this matter.
  • Should I file a police report? Or involve an attorney?
  • This whole drama has been going on since October 2021.
  • I have spent many hours in the store, even more hours on the phone with AT&T support and customer service to resolve my issue.

 

What Happened:

  • October 2021 - I purchased an iPhone Mini 12 in the AT&T Store (PINECROFT Store in SPRING, TX., 28033 IH 45 NORTH, AT&T Store, SPRING, TX 77380)
  • 24 hours later, I returned the iPhone 12 to get the iPhone 13.
  • So the iPhone 12 got returned, I paid the restocking fee of US$50, and I paid the full amount on the iPhone 13, being told the money on the returned iPhone 12 would be refunded to back to my credit card.
  • Well, and that refund never happened. I have all receipts from the process.
  • Ever since I have been back to the store multiple times and spent long hours there.
  • Managers changed, people changed at the store. But, the agents in the store on each visit confirmed that the phone had been returned, and they could also see in their system that the refund had never happened.
  • A ticket was created, and I was told that someone in the back office needed to approve the ticket, and then I would get my refund.
  • And this process has repeated itself multiple times by now. I am still without the refund.
  • My suspicion is, that the phone got stolen in the store, by the agent that processed the return of the iPhone. In order for the theft to go undetected, he fumbled with the return ticket, resulting in the refund not being disbursed. Of course, I cannot prove the theft, but I can proof that I have returned the iPhone and that I did not get the refund.

 

What can I do to get my nearly 700 dollars back? I am not even talking about the 60-70 hours I must have spent in trying to get my money….

 

tonydi

ACE - Guru

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9.4K Messages

2 months ago

Not Internet related so I'm moving this thread to the Wireless forum.

MicCheck

ACE - Expert

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12.7K Messages

2 months ago

Have you called customer service? It sounds like you keep dealing with the store that caused the problem, which isn't likely to help. 

sandblaster

ACE - Expert

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61.9K Messages

2 months ago

Have you called customer service?

@MicCheck Maybe you missed it but the OP said

  • I have spent many hours in the store, even more hours on the phone with AT&T support and customer service to resolve my issue.

@DER_KOLOSS At this point, your best course of action to resolve is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. Don’t bother with a police report. As long as you have a receipt for the return, what happened to the phone after that is irrelevant but you can share your suspicions with whoever contacts you.

MicCheck

ACE - Expert

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12.7K Messages

2 months ago

@sandblaster I did miss that; skimmed the top and focused on the "what happened."

@DER_KOLOSS With that in mind, I 2nd sandblaster's BBB/FCC suggestion. 

New Member

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6 Messages

2 months ago

FCC or BBB. No other solution. Att will never listen to you. I submitted my old phone for trade-in about two years ago. And I didn't get credit yet. They said it is recycled and they can't give me credit. I contacted them countless times. Don't waste your time. FCC or BBB.

New Member

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7 Messages

2 months ago

AT&T has become savage and predatory. Please flood BBB with your complaints. Do not take this incident lightly because it will likely happen again. I’m sorry to hear that others are also having the same experience that I have with customer service. It’s ridiculous!

MicCheck

ACE - Expert

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12.7K Messages

2 months ago

Flooding the BBB with complaints doesn't do anything. BBB complaints simply get passed along to AT&T for someone from corporate to deal with. 

That's great if you're in a situation where traditional customer service hasn't been able to solve the issue, but if that's not the case, then you're just taking their time away from a customer they could be helping.

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