Return Package Received But Not Acknowledged
I have been an at&t customer for over twenty years and for the most part I've been satisfied with the service they've provided. On June 5th of this year my wife, who at the time was a Verizon wireless customer decided that she wanted to switch to at&t. I figured that since I already have two lines on my account it would be cheaper just to add another line of service to my account. So, after agreeing that this would be the best way to proceed I called at&t customer service and ordered a new line of service. I was informed by the at&t associate that there was a promotion on the Samsung Galaxy S23 with any new or additional line of service. My wife asked if this was a large phone and was told that the phone has a 6.5 inch display. At the time my wife had a smaller 6 inch phone and wanted to upgrade to a larger model so she was happy to hear that this phone had a larger display than her own phone. We received the phone on June 7th and were excited to begin the process of transferring the files from her old phone and then activating the new device. However, after opening the package we were disappointed to observe that the Galaxy S23 is actually smaller than her existing phone. My wife decided that even though the phone was well received in the android community, and given high praise for its speed and and other features she wasn't comfortable with the small size so I arranged for a return label and shipped the phone back to at&t on June 10th. On July 19th, I received an email from AT&T Direct Fulfillment Returns that they received my return. I still have that email confirming that it was received. Now, almost 3 months later, on September 15th to be exact, at&t sent me a bill for $799 claiming that they did not receive the phone. On June 19th, I spoke with two managers, their names are being withheld to respect their privacy, who both explained that even though I received an email saying that the return package was received it does not mean that the phone was received and it could have been an empty box; "a labeled empty box" is how it was put to me by one of them. I was in shock, devastated by the thought of having to fork out $799 for something I had returned in a prompt manner without even using. The bottom line with both managers is that I would be on the hook for the full $799 because, as they put it, no record exists that the device was returned. Despairingly, I ended my conversation with them knowing that I did everything I was supposed to do, and in a timely manner as well. About 30 minutes or so after hanging up with the second of the two managers I spoke with and while thinking about what my next step should be I received an email from at&t, with four attachments, stating that they had received the device but it was ineligible for return. Mind you, this is after they both went to great lengths to explain to me that the device was never received. The attachments in the email contain images of an LG phone ( a very old LG phone, I'd hazard a guess at around 6 or 7 years old ) which is absolutely not the device I returned. There's an obvious disconnect, a breakdown somewhere in the system that's allowing this to happen and judging from the many posts that I've read on the forum I'm not the only one experiencing this type of activity. Allowing me to post this issue on the forum is a step in the right direction but not acknowledging that issues exist within the system doesn't make it right.