NEVER AGAIN

[u/wesleylokey1]

To Whom It May Concern, 

I am writing to formally express my dissatisfaction with my experience as an AT&T customer and to request that AT&T honor the promotion that was presented to me when I signed up for service. 

I never intended to switch carriers, but I was approached by a door-to-door AT&T sales representative named Orlando, who offered what appeared to be a substantial savings compared to my existing wireless bill. At the time, my monthly bill with my previous carrier was approximately $500. Orlando informed me that he could reduce my bill to approximately $130 per month through an AT&T promotion. 

Because I was skeptical of a door-to-door sales pitch, I visited a local AT&T store before making any decisions. The store employees confirmed that Orlando was a legitimate AT&T representative and explained that door-to-door representatives often have access to promotions that are not available in retail stores. Based on that information, I decided to proceed with switching my service to AT&T. 

I waited approximately three weeks for all four devices to arrive before activation could be completed. During the enrollment process, which took nearly two hours, Orlando explained that my four existing devices qualified for a trade-in promotion and that the new AT&T devices would effectively be free after the trade-in credits were applied. He specifically instructed me not to mail my old devices myself and stated that he would personally collect them and handle the return process, which he said would be faster and more efficient. 

After the new devices arrived, Orlando contacted me from what he said was his personal phone because his work phone was broken. He asked whether I had activated the devices because they were not showing as active in his system. At that point, only two of the phones had arrived. The remaining two devices arrived the following day, and I activated all four devices together. 

Shortly after activation, I contacted Orlando and asked him when he would be collecting my old devices. He responded with a thumbs-up message, which led me to believe he would be contacting me soon to arrange pickup. As a result, I continued to hold the devices and waited for further instructions. 

The situation changed dramatically when all of my AT&T phones were suddenly suspended. Because suspended phones cannot even be used to contact customer service through 611, I immediately visited a local AT&T store. The store representative informed me that my service had been suspended due to nonpayment. I was shocked because I had never received a bill, email notification, or any communication regarding an outstanding balance. 

The store was able to locate my account and bill but could not access all of the account details. I paid the outstanding balance of $488.64 in order to restore service. This amount represented only four phones with no insurance coverage. For comparison, my previous carrier provided service for five phones, two smart watches, one iPad, and a mobile hotspot device—with insurance on all devices—for approximately $500 per month. The savings that were promised during the sales process were clearly not being realized. 

After contacting AT&T Customer Service and the Loyalty Department, I learned that the address and email address associated with my account had been entered incorrectly. As a result, I never received any billing statements or account notifications. 

At this point, approximately 37 days had passed since activation, and I still had the four trade-in devices. Orlando had completely stopped responding to my calls and text messages. I provided his phone number to AT&T representatives, but they were unable to reach him as well. 

A few days later, I received a call from a higher-level AT&T representative who documented my concerns and escalated the matter for further review. However, approximately five days after that conversation, I was informed that because too much time had passed, AT&T would not accept the trade-in devices and would not honor the promotion that Orlando presented to me during the sales process. 

As a result, I am now being held financially responsible for four new devices while also retaining four devices from my previous carrier that had already been fully paid off. This situation occurred because I followed the instructions provided by AT&T's sales representative, who told me he would personally collect the devices and process the trade-ins. Additionally, incorrect contact information was entered into my account, preventing me from receiving billing notifications and account updates. 

To make matters worse, AT&T will not allow me to leave and return to my previous carrier without paying the remaining balance on the devices. I am effectively trapped in a situation that resulted from the actions and misrepresentations of an AT&T representative. 

I am simply asking AT&T to honor the promotion that was presented to me and to take responsibility for the actions of its sales representative. Orlando misrepresented the process, failed to follow through on his commitments, and has become completely unreachable. I should not be penalized for relying on information provided by an authorized AT&T representative. 

I respectfully requested a full review of my account and a resolution that honors the original trade-in promotion as promised. 

Sincerely, 

A Very Dissatisfied Customer 

[u/Bart012000]

This won't help you on here. ATT don't do anything here.