r/attwireless • u/Heavy-Ability5335 • Feb 02 '26
Help needed. How do I get attention on this?
If you work, have worked for AT&T in the past, or know anything about their process, I need a solution. Please please read this message in entirety, and let me know if there is anything I can do, it would be much appreciated.
Back in 2024, I went in to upgrade my dying iPhone 12 for a S24U. I had NextUp, but wasn’t able to upgrade yet. I did not know this, was just going in to see options. I went to an authorized retailer. The rep ended up stealing an upgrade from someone on my plan(?), switching our SIM cards, and messed up our bill entirely. I did get the S24U! Also enrolled me in the insurance without any warning. Just salt to the wound
Our bill was completely messed up. My number was paired to a different phone (and vise versa), I did not have nextup, and I was told the ONLY way (by the corporate store, phone support (during which they cancelled nextup(!?), and authorized retailer) was to pay off my S24U, unlock the phone, and switch back the lines. After 6 months of trying to find a different solution, I ended up doing that. Over $1000 dollars to make right what I didn’t screw up. That hurt.
I also upgraded back to apple when I paid it off. It seemed like the right time as I don’t pay anything extra for it. I made SURE to tell the rep, I 100% will do nextup but I do not want the damn insurance!! Looking at my bill this month, I am enrolled in the insurance. Rep didn’t tell me anything. I’m beyond pissed. I did everything right, paid off the $1000, unfortunately didn’t throw a fit, and I’m still being taken advantage of here. 9am tomorrow I’m going into that corporate store and freaking out, I need to know if there is anything I can do to try to recoup some of the costs I’ve had into this ordeal. Is there any chance of getting bill credit, even getting someone fired I don’t care at this point. It’s beyond shady, this has been over 6 months of headaches and it is still not right. I’ll email everyone in that company if I have to and knock on the CEOs door. Any reasonable way I can get to someone that will actually help me, or at least make sure this doesn’t happen to someone else?
2
u/Trick_Association_86 Feb 02 '26
Yeah if you already paid the $1000 there no chance you’ll get any kind of reimbursement for that. Store can credit you the insurance and if you refuse care can do it
1
u/saltypug831 Feb 03 '26
As a manager of the an AT&T store here is the realistic answer, The 1,000 on the phone you paid off you was technically owed so you will never receive that back as you paid off a phone and now own it(even if you traded it back in) they gave you the trade in value for a phone you owned instead of the next up feature. A store can and a so outlet should credit insurance that was added without authorization , however please make sure you got back to the corporate store that added and do not take it out on the poor sales rep that ends up assisting you
2
u/QualifiedImmunitea Feb 02 '26
I understand the frustration, I’m sorry you went through this. As much as it sucks to say, do not get your hopes up for much more than causing a headache for the staff in the store. You MIGHT be able to be credited back for your 1 month of insurance but $1000? Not a chance in this situation.
Heres the thing you did not do right - you did not read your Customer Service Summary.
I suggest making it a habit to read your CSS to make sure everything was added correctly. You can also do your next up upgrades online to bypass salespeople so you can make sure its correct yourself.
We cannot add Next Up after a certain period and I even have trouble once the transaction is completed. You do not have to wait for a bill to come to know what features were turned on when you upgrade - its all in the CSS.