On 9/18- I tried to upgrade my Google pixel 6 pro to a Samsung Galaxy 24+ online. I had problems, so I had to contact AT&T via chat. They called me and did the entire transaction including payment. It went easy and I received the phone on 9/23. I did my data transfer and put in my sim card on 9/25, immediately my account was shut down at 6:15pm. I didn't understand what happened, so I had to use another cell phone to contact AT&T. It took 20 mins to get a rep on the line. She went through my acct, saw I owed nothing (I always pay my bills on time) and then asked me if I reported a lost/stolen phone. I told her no. She asked me if I had the Google pixel 6 pro and Samsung 24+ phones in front of me and I told her yes. She said ok, but she couldn't fix my acct she would have to transfer me to technical support. This took 45 mins. Technical support came on the line and started interrogating me. He asked me where I bought the phone, how did I do the transaction, when did I get it. I had to read the EID numbers off each phones and then he put me on hold, then he came back to ask me more questions. At this point I got upset, I told him to review their records since AT&T did the transaction, they sold me the phone, they sent me the phone, they should have everything in their records so stop interrogating me and look everything up. He put me on hold again and eventually came back on the line to tell me, he is sorry- on Sept. 17th; the phone they sent me was reported stolen. However, it was taken back to the store and then sent to me. When I put my sim card in the phone, it shut down my account since now it looked like I stole the phone. I told him, ok how are you going to fix this since I also use my phone for work. This is unacceptable. It took him another 25 mins to get my acct on line, so my sim card could work in my old phone. I had to drop the "stolen phone" to the UPS store so they could receive it(on 9/26).I called them today, 9/30. Another process getting them on the phone. Another issue getting them to recognize that they now have the "stolen phone" which they have now even started to process. The phone is still on my acct. Even though they admit this is completely their fault once again, I can't get a new phone or have anything done for another 7 days. Then, they will give me back my money and I will have to redo the process again myself. Throughout this entire process, all I'm getting is empty apologies. No recourse for their actions. Since they will not send me the phone I actually paid for, they will have to refund my money. They will not re-send me the samsung 24+ phone, because even though they admit they sent me the "stolen phone," on my account it looks like I used a stolen phone; therefore now even once they clear it, they can't do anything.I don't want anything to do with a company that treats customers like criminals, when the company makes a mistake. Once I get my money, I'm going to Verizon or Team Mobile. Just wanted to let the public know. Great customer support AT&T, you really show much you value our time and business.
