I am so frustrated!

**Clutterbug Jen** · 06-18-2008, 02:48 PM

A week and a half or so ago I ordered a new phone from AT&T [a GoPhone].

It's been nothing but a long drawn out mess and I'm about at the end of my rope with them.

When I ordered [via phone], I ordered a refurbished Samsung A437 and am love with it.

Well ... when they put my zip code in, they said that it showed no service available in my area which I know there is 'cuz my family all have AT&T for their cells.

So, the only way they could put the order through was for me to give them an address in a zip code that they did show service in.

I gave them my nephews address [which is 20+ miles from here and I don't see him much and no way to get down there to pick my phone up.]

The person I ordered it from said that he can over-ride it and have it sent to my house.

All is good until I got the DHL tracking number and it showed the phone being sent to my nephews address [kind of] ... actually what they did was to mix the addresses [his and mine].

So, DHL had to send the phone back to AT&T and I've been charged but they won't re-send my phone to me.

The way they said they had to do it was for me to buy a new phone and then they'll credit my bank account with the money I already paid but that it could take up to 2 months to do it.

I'm on hold now again to talk to someone else 'cuz I was sent to a different department ... this is the 7th transfer I've had to try to fix the problem.

Love,

Jen

**Domestic Gal** · 06-18-2008, 02:59 PM

WOW sounds like a mess.

**joyb** · 06-18-2008, 03:17 PM

I am sorry this is happening. Sometimes, customer service just stinks.

**Clutterbug Jen** · 06-18-2008, 03:19 PM

Update:

Well, the 7th person I talked to today seemed like she knew what she was doing [at least I hope so!!]

She said she went in and changed the address and that it could be re-shipped after all.

She had me give her the last 4 numbers of the card I used to pay for it and the security # on the back to verify that it was me I guess.

Man I hoping that my account isn't charged again for a new phone [she said it wouldn't be] but I'd gotten so many people from AT&T that didn't know what they were doing, I have no faith in them till I get my phone and check my bank account to make sure I wasn't charged again for it.

The lady told me to call back tomorrow, to give them my cell phone number that I was given and check the order status.

Then she said that they should then give me a tracking # so I can keep track of it on DHL's site to see when it'll be scheduled for delivery.

A few prayers from everyone here would really help ...

Darnit ... I want that phone! *lol*

Love,

Jen

To add insult to injury, my sister just recently got the same phone but I didn't know it till I told her I'd ordered one.

She come down yesterday and I got to see her phone and after seeing it, I want it worse than ever. *lol*

**itsahumanzoo** · 06-18-2008, 03:19 PM

AT&T doesn't have the greatest customer service...

My best advice is to keep firm and don't hang up that phone until you either get your money back or get your phone!

**Clutterbug Jen** · 06-18-2008, 03:23 PM

Originally Posted by itsahumanzoo

AT&T doesn't have the greatest customer service...

Boy is that ever the truth!

I asked the one person to tell me that their service is better than what I've been dealing with just trying to get the phone 'cuz if not, then I'm not sure all this is worth it!

Of course, he assured me that yes - their service is good.

If I do get my phone this time, I guess we'll see, huh?

Love,

Jen

**McD** · 06-18-2008, 08:57 PM

Did you pay with a debit or credit card? If so--you can 'dispute the charges'. By disputing the charges you get provisional credit fo the money while the bank or c.c. company investigates them matter on your behalf.

**Jskell911** · 06-18-2008, 09:22 PM

Ugggh, I am so sorry this is happening to you. How very frustrating, to say the least! Hope they get this fixed for you soon.

**fernykins** · 06-18-2008, 10:14 PM

At least you talked to real people..............I hate trying to talk to a computer........... hope you get your phone
Fern

**Clutterbug Jen** · 06-18-2008, 11:54 PM

Nichole, I used my debit card from my checking account.

I did call the bank when this was still pending but they said they couldn't do anything and to call back in 4-5 days.

Well, I didn't end up calling back and figured I'd just go ahead and wait till it did get credited back from the AT&T refund.

Today though I decided to try one more time to see if it couldn't be re-sent to me.

Supposedly it's going to be but I'm not gonna get too excited until I get a tracking # and see that it is coming to the right address this time.

Thanks everybody ... sometimes just hearing I feel for you makes a person feel better.

Love,

Jen

**McD** · 06-18-2008, 11:55 PM

Jen--if it's still in the memo-post stage, the bank would have to wait until the transaction has hardposted.

**Clutterbug Jen** · 06-19-2008, 12:03 AM

I'm not sure what you mean about memo and hard posting but I'm guessing it must be the same as being pending or already taken out of my account?

At the time it was pending but now it's been taken out of my account.

For now since they said they're gonna re-send it, I'm gonna hold off and see if they really do and if so, all will be well.

If not then it looks like they'll for sure be hearing from me!

Love,

Jen

**McD** · 06-19-2008, 12:08 AM

Memoposting is when the money has been temporarily set aside from your account but hasn't actually been sent to the company. (That's the best way of explaining it I can come up with). You know how when you go to the gas station and swipe your debit card it does a preauthorization for a weird amount (like a 1$ or in some cases 75$)? That's like a memopost. It just makes sure the account actually has the money in it. When the transacton has been hardposted, the money has actually been transferred to the other company and is truly gone from your account.

**Clutterbug Jen** · 06-19-2008, 12:27 AM

Thanks for explaining that to me ... I wasn't exactly sure but now I know.

Love,

Jen

**Clutterbug Jen** · 06-20-2008, 12:32 AM

Ugh ... I give up!

I called AT&T today like I was told to do and was to get my order status and a tracking #.

Well - apparently they "tried" to re-send my phone out but said that they can't ship it to this zip code.

They said that there is no service in the area for AT&T but it's funny that my whole family has their service and live within a 5 mile radius of where I do.

My sister just had hers shipped to her and she lives about 5 miles from me but when I asked about having it shipped to her house, they told me that they couldn't do it.

Hmmm, okay - they can ship hers to her house but when they pull the thing up today, they said that they can't 'cuz they show no service in this area??

They're gonna credit my bank account within a week or so and they had better ... I am so angry!!

WHY sell me the darned phone if they aren't allowed to ship it here, ya know?

Oh and a side note that I found out on the last call I made ... the lady told me that, that particular phone - that Samsung has quit making it.

Then she read off some other number [than the phone I ordered.]

I told her that wasn't the one I'd ordered and she said that whatever number of a Samsung [mine was an A437] but that it was the a phone other than the one I ordered that they were trying to ship but couldn't.

Sheesh - can't they get ANYTHING right? Apparently not.

All I can say is that the experience I've had the past 2 weeks with AT&T, they are totally incompetent and apparently don't know what they're doing.

What sense does it make to sell someone a phone when they can't ship it out to the customer? GRRRRRRRRRRR!

Jen

Originally Posted by Clutterbug Jen

Update:

Well, the 7th person I talked to today seemed like she knew what she was doing [at least I hope so!!]

She said she went in and changed the address and that it could be re-shipped after all.

She had me give her the last 4 numbers of the card I used to pay for it and the security # on the back to verify that it was me I guess.

Man I hoping that my account isn't charged again for a new phone [she said it wouldn't be] but I'd gotten so many people from AT&T that didn't know what they were doing, I have no faith in them till I get my phone and check my bank account to make sure I wasn't charged again for it.

The lady told me to call back tomorrow, to give them my cell phone number that I was given and check the order status.

Then she said that they should then give me a tracking # so I can keep track of it on DHL's site to see when it'll be scheduled for delivery.

A few prayers from everyone here would really help ...

Darnit ... I want that phone! *lol*

Love,

Jen

To add insult to injury, my sister just recently got the same phone but I didn't know it till I told her I'd ordered one.

She come down yesterday and I got to see her phone and after seeing it, I want it worse than ever. *lol*