Cheryl sent a message to Randall L. Stephenson Chairman and CEO, AT that said:
Dear Sir,Good morning. Sir, I am overwhelmed with a problem that I have with your company -ATT .I had a problem with my Samsung Galaxy s4 cell phone-color blue. I reached out to the warranty department upon which a Phone was sent to me. I followed the protocol and returned the defective device to ATT without thinking of any preempt obstacles. I received a text message stating the phone was scanned and Is in transit to the warranty department. I thought nothing of it . To my dismay three months after I am checking my account and saw a bill of $1672. Upon perusal of the bill I was charged twice for defective device not returned twice at a cost of $1078.Problems began1. It took over 8 calls and transferred to several department ..not to mention the hours befor wi could receive a credit of only one device. as according to manager phone was not received. Each call told me that the package was never received.. Charge is valid. Please allow me to reiterate the rudeness of some of the representative and those who basically told me I am a liar as no device was received and the most shocking when I stated I may change my phone carrier promptly told me the process to opt out of ATT service. this surely made me realise my business is not important2. It took six calls to ATT after being rebutted on the previous calls for one representative to thoroughly did a search and realized that the package was received but the box empty. please remember I was rudely told before no box was received.3. The same representative looked at some pictures and told me its obvious that the box was tampered with and as such I should clearly be credited the charge of the phone. I was transferred to a Manger who state dNO.. The policy is no device no credit.To this point all the basis was upon a empty box not the obvious tattered box that the Post office would have never accepted in the beginning.4. Another manager spoke to me and gave me a case number and stated tHt the credit will go to my account as there is indeed some discrepancy etc and they of course did not want the problem to be escalated. I was given a case number and therefore shocked to see the charge still on my account when I planned to pY my bill.5. Over ten calls ..to date .. Emails and all comes back stating the box was empty. Sir I demanded to see the pictures and it is obvious the box was tampered with. Please take a look. To date I am not even given an option to pay the 539 over a period of time. I was told I could only get two weeks. 539 is not easy for an international student to come up with.My concern is that there are over twenty complaint on the internet and this does not incorporate the complaints on ATT community board about customers being charged for defective device either ATT warrant department stated box was empty or not received.As a CEO don't you find that this is not a coincidence that so many persons have the same problem?Also, there is an underlying problem with either unscrupulous persons either within USPS delivery department or warranty department . And this is having a negative effect on the loyal customers of ATT.I have read wher a. Us toner went as far as to take pictures at the post office etc and still that was not enough as she was charged for defect give device not received evens though she had the pictures.I have read where an ATT rep actually assisted a person in one of its location to pack the box and yet she too is being charged . The rep told the individual that she is sorry it happened to her as she have heard many complaints. These are all disgruntled glee customers on the internet .Is ATT going to allow this to continue until a couple months or years they are faced with repaying billions of dollars to customers after intervention and investigation of reporting bodies, as the case is now with monies being repaid to customers.?It is not my place to discuss to you the options available to you to solve the problems your customers are facing. But due to the fact that so many persons are having the same issue and it is reoccurring it is clear that a problem exists.There are several options for customers to return devices, why does it have to be USPS and customers are having issue with that delivery service?The banks in America, do not send cards via mail again in envelopes that clearly shows where the mail is from and it's contents or state "card enclosed etc" . This was the method previously and they have now chosen to have otherwise to prevent fraud as customers card were being stolen I transit and the emergence of identity theft. What step will ATT take to protect its customers from these erogenous charges?Sir, as a customer who has no use for a defective phone it is appealing to me that not even time can be given to sort this out. I am seeking to have the fraudulent charges rescinded from my account as I have completed my part of the bargain. I am requesting a proper investigation as I will be taking this matter to the necessary reporting agencies, especially with the fact that so many persons have are experiencing the same problem. This is a clear indication of theft and fraud. Awaiting your response before I am totally disconnected .RespectfullyCheryl
