I work for Asurion (At&t's phones insurance company) and this is my 6 MONTH RUN AROUND STORY THAT'S STILL NOT FIXED!!! I bought Note 20 from AT&T Sept 15 from a AT&T store in Roseville Michigan and was told if I traded in my iPhone 7+ that it would be free because of a promotion and me switching carriers. I was very open and honest and said I wanted to switch to Samsung because I was sick of paying for apple cloud and wanted a SD slot. He said yes that's very understandable and this was a good fit (we hadn't started fixing the note 20s at asurion yet so I was unaware it infact didn't even have a SD slot until a note 20 sales representative came over to our table as he boasted about me getting one I again emphasized how I wanted to quit paying apple and wanted the SD feature. She told me the note 20 5g didn't have one. I said I didn't want it then. The man helping me said it would be a 100$ restocking fee (mind you I had not even fully signed a contract, only gave my credit card as a auto pay option. I laughed because I thought he was joking. He wasn't. The sales rep them 2ent into my iPhone and looked into my storage and told me I'd have no need for a SD card anyway being that I didn't use a lot on my iPhone. So I went thru with the purchase. I got home and called att customer service they said I could go back and get the iPhone 11 pro max or I could get the ultra note 20 as it has a SD slot. I went back up and the same guy from the day before told me I'd have to pay 100$ restock and a 350$ down payment. I refused and they said they couldn't do anything more. I traded in my phone and got a receipt. I got my first bill and seen a charge. I got my second bill and seen a charge. Same with December. I called on Dec 20 and spoke to a woman who said when my phone was received as a trade in on Sept 2 when I took it to the store and got my receipt saying it was a good trade in. She said it was received at the trade in dept SEPTEMBER 22 2020..said I would recieve my credits from the past couple months on my next bill and I would then not have to make payments going forward.
I waited and received my bill this month in Jan and am still being charged and no credits. So I called spoke to George from collections he said that I should have it by now and I need to make a case. He transfered me to customer service and Sam told me I am going to be given a claim #CM20210122_148220830
and someone should be contacting me within 24-48 hrs. Resolution date Jan 27 2021....
I haven't received any call back yet today is now Jan 30. I called spoke with a lady didn't get her name she said that I needed to talk to a account specialist she transfered me to Gary. Gary said he needed to open up a case I told him one was opened. He said I SHOULD see my money in 1-3 montbs I said NO NO NO NOT AGAIN IM NOT WAITING!! He said he needed to transfer me to a account specialist. I said I thought you were an account specialist Gary. He said he needed to transfer me anyways. I told him I only wanted to speak to someone who could access my account and make changes he connected me to the trade in department. She said she couldn't help and would transfer me back to customer care. I got on hold with them and they said it was another 24-29 min wait so I did the call back.
Ackeria called me back and said she couldn't help me and she was going to transfer me to customer care again. Now I am waiting on the phone once again. Loyalty department CESAREO got on phone he looked into case seen the resolution date and it was past that date he spoke to his supervisor and they told him they haven't worked on it yet and he doesn't have an exact date of when it will be completed but it won't take 1-3 months like Gary said. I just have to be patient. They are still working on the case and there isn't a certain department that I can talk to about my problems I'm having with them and them not fixing it by their due date. BUT HE GUARANTEES I WILL NOT BE WAITING PAST MY NEXT BILL! Ended phone call at 1248pm 1/30/21.
I filled out a survey thru text on 1/31/21. Amber id AO 0586 from voc resolution team, called Feb 2 2021at 232pm from my survey I read her all my notes stated above she is saying she is going to see if she can find someone to work on it rn. I'll be getting a text back within a max of 48 hrs! Her manager told her her that! She's positive they will have it resolved! Feb 4 no call back
Feb 6 called again kesha from customer service said she is going to look into it got hung up on even after she asked my phone number just in case we got disconnected. They call hung up and no surprise here I didn't recieve call back.
Rebecca #lmd956j from loyalty department called me back Feb 7 at 1252pm she transfered me to the trade in department after I read her all that is above in my notes got transfered me to
Priyangid #pp920e & hung they hung up on me. Called back at 151pm Feb 7 spoke with
Israel #(PHONE) from collections. He transfered me to customer service. LJ from customer service said she wasn't allowed to give her employee ID # then put me on hold after I told her she was lying because everyone else can give their ID# she finally gave it as Xt3yvk6. She said they are working on it I told her I wanted my account credited rn. She said id have to be transfered I said no I want a supervisor she tried to argue with me that they don't have supervisors and I told her I work for you guys I know how this works. She put me on hold at 210pm 232pm she transfered me to
May she got on the phone Says she can't give number also and ask me to hang on. She Asked about case and what was traded in. She said she cannot do anything for me.. she Says she spoke with her representative and says she felt bad that it wasn't resolved. Says she checked the information and it says I have to pay $43 and change for the phone. I explain I have the paperwork saying it's free. Asks for ID number after telling her I am allowed and enrolled to it she finally gave it to me as #MP641N she transfered me to
Marine she too wouldn't give me her ID number said they are not allowed to give it out. I said
That's a lie she called me a liar. She told me I did not get a free device for my trade in and that was not the promotion I qualified for because my device wasn't turned in. She told me I had to talk to the store that I got my note 20 from about that.
Two billing cycles at 69 dollars erased 2/11Called 12 mile Roseville att like marine suggested he said I qualified for 1000$ free with trade in Josh. Niko or Jessica 2/22/21 calling loyalty department again! On hold... someone answered them didn't talk. Called back again on hold again. Speaking with JC ID #(PHONE). She said the store didn't apply the promotion. And she noted everything. She is connecting me to the trade in dept.
department. Ireen Id # ib7371 trade in dept # is (PHONE) Call zazil station#309... said they can't help I have to contact att customer service for billing credits. She wanted to put me in a que to talk to a Manager when I asked. She is connecting me to billing Billing dept Tiffany ID # td0431 I read her my notes she apologized and said her manager was working from home and was gunna call them to see if they would take my call. On hold now. She called Regina, she is going to call me back after 2 phone calls before me. I asked if I could get an iPhone back since I was lied to about my device and she said Regina. Could help me with that as well. It's 138 and I'm praying Tiffany is the real deal. Well see...and now we wait! No call back today as of 9pm on 2/22/2021 NOT SURPRISED AT ALL! ID APPRECIATE ANY HELP!
I'd also like to say as of December I ran out of internal storage and now have limited access to my phone because I don't have room. I would have kept my old iPhone had I known this. I want to get that portion taken care of as well! I have been treated like a toy being passed all around by careless and uneducated babies who call themselves professionals! I know if I do not have a part in or I cannot do a repair for att thru Asurion within 5 days we give them a new device. Why would I, a person and employee who deals with your company daily give them better service and most certainly more compassion, honesty, and integrity, for att them your own company does to their customers!!!! I will say because of all this highly unprofessional, shady, lying, deceitful, flip flop, acting like hot potato passing me around behavior... I honestly want to quit my job. Because now I AM lying to MY customers saying your a great company when it is the furthest thing from the truth!!! I AM DISGUSTED IN YOUR LACK COMPETENCE AND COMPASSION AND ETHICAL STANDARDS! I HOPE THIS FINDS YOU SOON AND YOU CAN FIX THIS ISSUE ONCE AND FOR GOOD! THANKS KINDLY, JULIA ZIELKE
2/23/2021 AT 3:57AM
(PHONE) please call me or email me at (EMAIL)