In Sept ****, during the release of the IPhone XS Max. I called to inquire on upgrading...

GetHuman2462631's customer service issue with AT&T from March 2019

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The issue in GetHuman2462631's own words
In Sept ****, during the release of the IPhone XS Max. I called to inquire on upgrading my phone. I asked the rep if I could upgrade even though I’d Just purchased an IPhone X. The rep told me that I could upgrade the *nd line on my account and use the phone on the first* my line. The rep walked me through order the XS Max online and told me to send the iPhone X back when the return label that came with the XS Max. I see two installment plans on my acct when I reviewed the statement. When I called back to customer service they told me I was advised incorrectly. No one can locate the IPhone X that I mailed back to AT&T but, AT&T is quite happy to charge me for a phone I don’t even have. I’ve called several times and spent many work day hours trying to resolve this and haven’t gotten anywhere. What’s so hard about sending me an iPhone X that I’m paying for or removing an installment plan from my acct for a phone that’s in your possession??
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Customer service issue
Reported by GetHuman2462631
Mar 12th, 2019 - 5 mons ago
I have an issue with AT&T too
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Seen by 2 customers so far
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GetHuman2462631 started working on this issue
Mar 12th 5:17pm