I went through the same thing! I spent HOURS on the phone. Each person telling me it's solved. Be patient. Finally I got a rep who just credited my account. Then a month later I'm notified by my credit alert that my credit score plummeted by 200 points. Why? Because in addition to our 4 numbers on the family plan, one of the numbers was on a separate account I didn't know existed! No bill. No warning. No questions. Just collections. Double billing me for same line on 2 accounts. Now nobody can solve the issue yet they admit to the mistake. Black hole once they put an account into collections. I've filed credit disputes. Nothing. Except the debt is now higher! And the reps already credited me for it in April. It's been insane dealing with this company. I want out. I just paid collections. $60. They blatantly steal from the customer and we have no recourse. Unconscionable business practices.
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