I had an issue with my phone back around March 2025 brought it in to the store they assured me with making a insurance claim and was told a phone would be overnighted and I would have to send in my old phone . My new phone didn't arrive for 2 days but I was happy to just get it . I sent my old phone back 2 days later via UPS . No problems .
May comes around I get my June preview bill and I find out I'm being charged $900 for the phone that I sent in. I contact a customer rep and she was able to find out that my phone was returned and that she would pass it forward and the charge would be removed within 5 days. 5 days go by and my bill still was not changed . I contacted customer service and they were no help. The rep stated that they Could not find a tracking number and could not prove that the phone was returned. I was charged over $900 with taxes and fees once I was already told my phone was returned .
I had to have a friend who works in sales look up that my phone was returned and confirmed such. He then spoke with customer service rep who he provided the tracking # and they were able to confirm that the phone was indeed returned and that my account would be credited. I then had to contact a customer services supervisor because a credit for my account was not acceptable as over $900 was taken out of my account and I over drafted and was charged by my bank. The supervisor assured me I would be returned my money from my account on Mon (I spoke to him Fri ) . Mon comes around no money Tues nothing. I call a rep states that it takes 3-5 business days. Fri no money I call again now I was told up to 10 days to be refunded. Then I was told on top of the refund I would be credited to my account. It took around 20 days to be refund my money . And there was an approximate $38 credit on my account no reimbursement for my overdraft no nothing for the inconvenience.
#poorcustomerservice
