I am exhausted with AT&T's customer service. I have been calling for the past * months...

GetHuman-juliobat's customer service issue with AT&T from November 2018

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The issue in GetHuman-juliobat's own words
I am exhausted with AT&T's customer service. I have been calling for the past * months trying to resolve a billing issue with my account. I recently upgraded my iPhone ** to an iPhone Xmas in September. I was given instructions on returning my old device through USPS. I followed the instructions and sent out my phone on September **, ****. I received a tracking number from USPS. Its been * weeks now (********) and my phone still has not been received by AT&T. I tried contacting USPS and they dont have a clue as to where my package is. I tried tracking the phone and its currently showing that it was accepted and that USPS is now in acceptance of the item on ( *-**-**). USPS told me that AT&T should do an investigation on the lost item. Well AT&T is regurgitating the same thing to me and wants to charge me for a phone that I returned * months ago!! They keep telling me that I will have to pay for the device and that if it is received they will reimburse me. **Im sorry but after * weeks I have no faith that the phone will magically appear. I can't afford to pay an extra *** dollars for something that is out of my control and have no fault in. I did exactly what AT&T asked and now I'm being penalized. I have been a wireless customer for over ** years and also a Directv customer for *. I have never experienced such bad customer service. I have tried talking to a supervisor who refuses to understand and help me with my frustration. I am now in jeopardy of having my phone line suspended because of this extra charge that I frankly am not responsible for or can I afford. I would expect better customer service. I am now considering switching over to Verizon. This is ridiculous and frustrating.
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AT&T

Customer service issue
Reported by GetHuman-juliobat
Nov 28th, 2018 - 9 mons ago
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GetHuman-juliobat started working on this issue
Nov 28th, 2018 9:03pm