Been having massive phone issues too. Basically, AT&T scammed me out of my trade in phone. They ran a promotion about 6 months ago that sounded too good to be true. I should have known better, but I gave in and switched from Verizon for what was promised to be a $700 trade in.
They were supposed to ship a return box, which of course never came. You have 30 days for them to receive your phone. Called several times to get the box…”it’s in the mail, any day now”. Finally they email me a return label and tell me to send it myself. Big red flag, but I send it anyway. Tracking shows it’s shipped, then disappears. I call with all the tracking info, “yeah I don’t know what to tell you”. Finally speak to someone who says it was shipped to the wrong facility; no worries it’s getting shipped to the right one and credit will be applied in one week. A week later, no credit. Call again, agent has no idea what I’m talking about. On the phone for a couple hours. No problem, we’ll honor your trade in.
You can probably guess where this is going. 3 more cycles of the same when I’m finally contacted by some kind of manager. Acts like it’s my fault, but “as a courtesy we’ll honor your full trade in on the next billing cycle. A couple months go by, and low and behold, no credit. I find a message board thread with hundreds of other people going through the same scam.
Finally file a complaint with the BBB and get contacted immediately. Email the guy and say that I’ll only talk via email so I can have a record of our convo. Of course the guy calls me and leaves a message saying he can’t speak over email for some reason. Over it, so I give up and don’t call the guy back. Got an email today saying that credit will show up on the next billing cycle. Looking forward to having to do all of this again in a month.
At this point it’s not even about the value of the phone, but the audacity of such a large company doing this shit. (I know there is probably some shady subcontractor involved, but still, they have to answer to ATT).