About *** I mailed in an iphone* on the trade in program after being told the device tr...

GetHuman-dhrules's customer service issue with AT&T from August 2018

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The issue in GetHuman-dhrules's own words
About *** I mailed in an iphone* on the trade in program after being told the device trade in was $***.**. I received a Visa card for $**.**. After contacting the dept and went through verifying the status of the phone on **** I got an email that another card would be sent out. As of today **** I still have not received the correct card. Calling the Trade in Program dept speaking with the first rep was told there was no Mgr*Supvr that I could speak with and gave me another number to call that was automated and nothing related to the issue. Calling the Trade in Program dept back speaking with another rep asking for a Supvr she gave me someone named Bev that told me that they would have to escalate the issue again. Being over * months expressing myself that it do not need to be escalated again she became very combative and very rude. When asked for address to write a complaint was told she couldn't provide me with that or an email address to call Customer Care and she hung up. Calling Customer Care speaking with a Carlos (SXZZHM*) asking for an address*email he went on about being the financial dept and about collection. Again advised that only needed and address*email he said was calling the financial dept and collections again even after telling him that I have a payment arrangement in place and that I need to call Customer Care ***-***-**** the number that I called. Asking for a Supvr he informs me that there is no Supvr available and when told him I would hold he said they were not taking calls today. When I told him I would hold for a Supvr he also became rude when I insisted and put me on mute. I told him that I would not hang up without speaking with a Supvr he final said was transferring me and went to a message that said the call wait was ** minutes. I am still holding while typing this complaint. Lady answered was in the Billing and Cancellation dept. The rep intentionally transferred to another dept instead of a Supvr. Cecila in the Billing and Canncellation was not of any help and just a rude as the others when asked for an address*email and then possible phone number for a complaint to the Corp Office.**Also when I received noticed that I was being billed for games of $***.**. Game purchases that was never made. When inquired on how this could happen, although is suppose to get a refund, there was no explanation especially when seeing that there were many duplicates of the same game just not a couple of times, but *-* in the early morning like *am when the person that has that phone is * years old and was told need permission to purchase which he don't know the information to purchase anything connected with my ATT service.**I have been a customer of ATT for many years and lately the customer service have been sarcastic and very unprofessional not to mention the service*DTV is beginning to ****.**Might be able to deal with the service a while longer, but the customer service in the depts. that I have dealt with and the chat have been nothing but bad experiences and not because of the lack of resolving an issue, its your reps.***Hope I get some feedback, soon
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AT&T

Customer service issue
Reported by GetHuman-dhrules
Aug 28th, 2018 - 4 mons ago
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GetHuman-dhrules started working on this issue
Aug 28th 1:18am