Complaint Review: AT&T wireless phone

In August of this year(2018) my Iphone 8+ quit taking a charge.  I called AT&T and they ran diagnostics on the phone from a distance and confirmed that phone was not charging properly.  They sent me a replacement phone and I mailed back the faulty phone in that same box using the label AT&T provided.  This was on August 20th.  On August 27th the tracking shows that it was received in their Flower Mound warehouse.  I even was patched through to that Flower mound warehouse on my first call on September 10th to try to resolve this.  The man in Flower Mound even told me this often happens and they would probably add it to my bill.

My first call was September 10th and I spoke with one person who eventually dropped my call.  I called again and got someone who didn't understand and hung up on me,  To clarify I did not use any offensive or foul language, the call was simply dropped.  On my third call that day, was when I finally got through to Flower Mound.  Those 1st three calls were well over an hour in duration.

On October 18 the full price of the warranty phone was added to our bill.  I called again and talked for 44 minutes to a man named Edward.  He made notes on my account and did not tell me there were already notes concerning this until I pushed him on it.  He said he filed a case and gave me a number.  He also told me that the change would be taken off my bill in 3 days.  It didn't happen.  The charge is still on my bill.

On the 22nd I called again and they checked the tracking and could see that the phone was received.  I also found out Edward did not file a case.  I also was told that there was a case started then on the 22nd and I got the case number.  That call was only 16 minutes.  However, my husband called back a few minutes later and got a woman who said the case was there but it was filed wrongly and she had to get a manager to fix it.  After much time on hold the manager came on and said the woman was mistaken and the case was filed correctly and it would be handled in 3 days.

Today, Oct 25th, we got a message saying the claim was denied and they needed to talk to us.  As of now, my husband has been on the phone for 1 hour and 20 minutes.  The first person filed another claim with yet another number.  Then he said he was patching my husband to Tier Two management to get the case handled right now this evening.  After a very long wait, he got the automated machine one gets when first dialed.  Then he was transferred to WIFI department.  Each time mind you, the same questions and verification process has to be answered.  After asking to talk to a manager another hold and another dropped call.  He is currently on the phone with so many people he has lost count and the bill remains the same.

All we want is the cost of the warranty phone taken off the bill.  The phone was verified as faulty by AT&T.  We sent the phone back and it is verified received.  We cannot get through to a person who can handle this because the untrained or just plain stupid help cannot keep from haning up a call and just get us to Tier Two Support.