Billie Kerfoot Account *************Cell Phone ***-***-*****Bundled service and started...

GetHuman-wynmoore's customer service issue with AT&T from December 2018

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The issue in GetHuman-wynmoore's own words
Billie Kerfoot Account *************Cell Phone ***-***-*****Bundled service and started ATT approximately September **, **** when I moved to Roanoke, VA.**Unfortunately, I could not receive calls on my Samsung S* at my new house, and could only make outgoing calls sometimes. **Went to ATT store almost every day for a week to try to fix the problem and called Customer Care, but nothing worked.**Bought new Samsung J* phone and I had the same problems. Again, went to ATT store almost every day for a week. Called Customer Care * or * times, but once again nothing worked even thought they informed me that I was in a good coverage zone. **I decided I had no choice but to cancel my ATT service and go back to Verizon. Cancelled on October **. **I was billed $***.** for September ** to October **. Since I had not been able to use my phone half of the time, I felt that amount was outrageous. This amount was also automatically taken out of my credit card ending in ****. I did not authorize this, and that card had been cancelled due to a scam, which I explained to Customer Service**I called Customer Service **** around *:** PM and was told that bill would be waived. (Please check your recorded conversation)*I was emailed a return label for the Samsung J* I had purchased and sent ATT phone back *****. According to tracking, it was received in York, PA ***** at *:** PM.**Now, I just received a new bill from ATT, dated ***** for $***.**, which included $***.** for the phone I returned. Again, it was automatically deducted from the credit card ending in **** which had been cancelled in September.**Today, December *, I tried to contact ATT by phone to get this resolved. I was put on hold and then switched to * other departments which could not help me, and then returned to the customer service department number *-***-***-****. This took over an hour with no result! * *I find this to be ridiculous! I have spent many hours either on the phone or going to the ATT store over the last month trying to either get the phone to work or settle the bill! I simply do not have any more time to waste on this.**You should have a recorded conversation with the representative from **** around *:** PM or so, and you should have a record of the returned phone. I have been trying to resolve this problem since October **. I would appreciate your settling this matter ASAP!*Sincerely,*Mrs. Billie Kerfoot
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AT&T

Customer service issue
Reported by GetHuman-wynmoore
Dec 3rd, 2018 - 2 mons ago
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GetHuman-wynmoore started working on this issue
Dec 3rd, 2018 6:19pm
GetHuman-wynmoore shared this issue with others over email
Dec 3rd, 2018 6:20pm