AT&T Wireless AT&T wireless customer service told me that my service will not be disconnected as long as I return the phone within a month. My service is disconnected. Woodland Hills CA...
I have been a customer of AT&T wireless ever since 1998 and right now I am on there most expensive plan. Early this year I switched service from TDMA to GSM and purchased a GSM compatible phone (Motorola T-720) from AT&T. This phone was defected so I called there warranty department. I told them what's going on with the phone and they said it's fine and they will send me a refurbished phone. They never said anything about returning the defected phone and when I received my refurbished phone they never sent me a return label to send back my defected phone. I even got a phone call from AT&T wireless inquiring about the phone and I told them that no one told me to send the phone back and the guy said that's fine. So I assumed that I don't need to send the defective phone and gave it to one of my friends.
The refurbished phone that I received from AT&T wireless, that phone as well was defected. So I called back there warranty department again to get another phone and this time they told me that I need to send the defected phone back. When I received my third phone I received a return label and sent my phone back. Last week I saw my bill and there was an outstanding balance of $729. I called customer care dept. And they told me that there's two phones missing and $229 in service charges. I explained to them that the first phone I never sent it back because the representative from warranty department never told me to send it back and when I received my refurbished phone there wasn't a return label to send my phone back and the second refurbished phone, I already sent back to them. The customer service rep. Told me that she can see it in there system that the phone that I returned has already been credited to my account. I went ahead and made my payment for service charges ($229) which braught the remaining balance to $250. Before I hung up with there rep.in Resolution dept. I asked him if my service wil be disconnected since there is an outstanding balance of $250. He told me that no it will not be disconnected and since my friend had the original phone and it will take me some time to get the phone back the rep. Told me that as long as I return the phone within a month my service will not get disconnected.
On July 22nd I tried using my phone and it was disconnected. I called there receivalble department and they told me that there's two phones missing. So I told them to look in there system and tell me if they see a credit for the returned phone. The representative told me that they don't see a credit for any returned phone. Luckily I saved the tracking number from UPS when I shipped the phone to them. I gave that representative the tracking number and finally they figured out that the phone has been returned. After that was resolved then they were trying to tell me that they cannot reactivate my phone until I returned that phone or if I paid $250, which is the price of the phone. I didn't wanted to pay that amount since I was getting wrong information ever since this incident started. I talked to a supervisor in receivable department named Tony. This person was being very rude and he flat out told me that I will not be able to get my service back until I pay for the phone or send my phone my back, which can take couple of weeks. I've been there customer since 1998 and I am on a $130/month plan. I just feel like I've been there customer for such a long time and they couldn't even spare another couple of days so I can return the phone back to them. Finally a lady name Michelle helped me out and got my service back. I spent about 4 hours to resolve this issue. If they weren't going to reactivate my phone why did they end reactivating it anyways? I am a Real Estate agent, every minute is very important to me. Here I had to spend such a long time on the phone when I could have been working on my business. I regret going into another 2 years contract with them. There GSM service is not all that great either. Most of the time I don't have reception but that's something AT&T wireless never takes in consideration.
Karamjit
Winnetka, California
U.S.A.
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