• Report:  #1521583

Complaint Review: AT&T -

Reported By:
Akira - Charlotte, United States

United States
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I went into AT&T to purchase two new cell phones (Iphone 13)  because our old cell phones are no longer working. We have always been Apple customers so we went from the the Iphone 12 to the 13. While dealing with the representative who was in the store off of WT Harris Boulevard, I asked him if he wanted our phones back for the trade-in or promotion he was "Applying", he told me no.

I again confirmed to ask if he was sure that he didn't need us to turn in our phones and again, he told me no. Once again I get the bill and the bill was high but like always they reassure me that it goes down after two billing cycles.

After the two billing cycles my bill was still extremely high so when I called in to find out what was going on and this was in December 2021 they informed me that he screwed up our account. And that it was past the 30 day buyers remorse period and that there was nothing that they could do.

I requested for the call to be escalated to the fraud department because I hadn't use the phone and I was arguing with them as to why am I being charge for a phone that they see as a fraudulent action and that I haven't even used and they proceeded to check the usage and the representative over the phone asked me if I made a call from the phone or if I installed my own Sim card.

I informed her that I did not install my own SIM cards that he did. She informed me that if there was no activity on the account that she could fix the issue for me but because the representative made a phone call from my phone while swapping it showed that the line was active. So the only resolution that they offered me was to suspend the lines and still pay for the lines that they added that I wasn't able to use because instead of swapping the phones out what the in-store rep did was add two extra lines to my phone account.

So since December 2021 I have been paying a monthly bill for two phone lines that I do not use. They also told me that if I ever wanted to use them I can call in and activate a phone on them. Well, September 2022 I intended to do that just that and was told that they couldn't activate those lines.

They stated they created another ticket to escort it to the fraud department again (the same department who told me basically to just deal with it), because I was being ripped off and I've been ripped off for an entire year and stated that someone should be in contact with in 5 to 7 business days. Well that was September 16 and no one has reached out to me for the two lines that I've been paying $40 for for over a year.

Ever since I switched from T-Mobile to AT&T two years ago I have had nothing but financial issues with them. I tried time and time again to tell them I can just give them the phones that we were in possession of and we can cancel this whole account they refuse to take the phones. I have requested that they cancel all of my equipment plans as restitution for this egregious oversight.

Because crediting my account all the money that they have overcharged me over these past two years still wouldn't be enough to cover the amount of time, energy, and effort that has been wasted as well as money that I've spent with AT&T. I never thought I'd be saying this but T-Mobile is way better.

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