My name is Sherita Morton and my account number is ************. I placed an order on o...

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

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My name is Sherita Morton and my account number is ************. I placed an order on on ********. About an hour later I called back to change my order. I spoke with a agent named Jessica who told me that my order couldn’t be changed but that I could take the phone to an Att store and exchange it. She told me not to open the box so that I wouldn’t be charged a restocking fee. I received my order on ******** and called to my local store to make sure I could exchange it and I was told I could as long as it wasn’t opened. I also chatted with another agent named Nathalia and was told that I had ** days to exchange it. I was not informed that they will still charge a restocking fee regardless if it’s opened or not. I drove ** minutes to exachnge the phone only to be told after waiting ** minutes or so that I would have to pay a restocking fee. I then called customer service and was transferred to another agent whom I spent about ** minutes on the phone with and she wasn’t able to really answer any of my questions except to tell me that some stores still charge the fee and that I could return the phone using the prepaid label and hope it got back to you all within the ** days. And that they have no way of knowing which store charges the fee so that I could at least know which store to call and ask all these specific questions. She then proceeds to transfer me yet again and after holding I was disconnected or maybe just hung up on when the agent finally got on the line. I then attempted to chat with one of your agents to get the email address to file this complaint and was connected with an agent named Maria. She said she would check and find the email for me. I waited for about ** minutes again and never got a response not even when I sent another message to ask if I would just have to call back and waste more of my time. I have been a Att customer for a long time and I try not to complain and be a problem customer. I do feel that it is ridiculous and very POOR customer service that none of the agents I spoke with wouldn’t at least say some stores still may charge the restock fee. I pay about $**** a year for my bill and it is absurd that I would have to pay an additional $** for an agent to take the phone and walk it to the back and bring out the one I wanted. This experience has made me really question if I should continue doing business with Att. I do understand that fees and add ons are the cost of doing business but it would be nice to not be given the run around and have my time wasted and not have my situation resolved without it potentially costing me more money.
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Customer service issue
Reported by GetHuman-morton_s
Nov 30th, 2018 - 6 mons ago
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GetHuman-morton_s started working on this issue
Nov 30th, 2018 12:15am