To Whom It May Concern,**My name is Ilya Lakhter and I've been an AT&T customer for a n...

GetHuman1475004's customer service issue with AT&T from November 2018

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The issue in GetHuman1475004's own words
To Whom It May Concern,**My name is Ilya Lakhter and I've been an AT&T customer for a number of years. My account number is ************* my telephone number is (***) ***-****.**I am writing to you with respect to the following:**I am in receipt of an AT&T bill for the amount of $***.** of which $*** is the amount I, according to AT&T have to pay because the phone that I returned hadn't been received.**I already talked to some of the AT&T representative in an attempt to try to understand the charge. The defective device had been returned to the address indicated on a sticker in the very same box in which we received a refurbished IPhone **. The device was sent via USPS on June ** of this year. Some time in early July I got a text message from AT&T informing me that the device hadn't been received. **On July * I called AT&T to find out what's going on with the phone. The conversation wasn't very long* it took an AT&T representative about ** minutes to locate my phone. He told me that he found it, that I shouldn't worry, and that I should ignore any past or future texts.**When I received my current bill on October * I immediately called AT&T (as I mentioned above) and tried to make sense of the situation. This time the representative informed me that the phone I sent is nowhere to be found and that I indeed have to pay $***.** which includes $*** for an unreturned device. When I informed the representative that back in July my phone appeared to have been located she didn't seem to be impressed.**I basically have two questions:***) If my call was "monitored or recorded" it should be relatively easy to do both - locate it and the representative I talked to on July *. I can provide you the phone number I called from.***) If AT&T indeed couldn't find the returned device why am I only informed of that now? More than three months later? Wouldn't it make more sense to let me know about it in timely fashion? And by the way, if the device was never received why the first representative told me otherwise? To make me feel better? Or was he just blatantly lying to me? **It's not the first time that I am returning defective*broken devices and there never was a problem. If you'll do the search you are going to find out that I returned devices no less than three times before.**What I think happened is that AT&T DID RECEIVE the device I sent which is why the first representative was able to locate it back in July. But then it was either misplaced or lost, or maybe an electronic record of the returned item was somehow deleted. I don't want to speculate. Anything could have happened.**What I have to say is this - if I making this whole thing up that should tell you a lot about what kind of person I am. If I am telling the truth - that should tell me a lot about AT&T. I've been an AT&T customer for over ten years. I've been always paying my bills in timely fashion. I don't recall even one time when I was late in my payments. I've returned devices before. And I never complaint before. Can't you at least assume that I am telling the truth?**I would like AT&T to perform a thorough investigation into this matter. I am not interested in paying $*** for a defective device especially when I know for certain that I did nothing wrong.**Respectfully,*Ilya Lakhter.
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AT&T

Customer service issue
Reported by GetHuman1475004
Nov 3rd, 2018 - a mon ago
I have an issue with AT&T too
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GetHuman1475004 started working on this issue
Nov 3rd 3:07am
GetHuman1475004 shared this issue with others over email
Nov 3rd 3:12am