AT&T review: billed twice for the same returned phone

AT&T Customer Service Experience I am writing to share my experience with AT&T’s customer service, which has been deeply disappointing and unprofessional. I originally purchased an iPhone 16 through AT&T but was mistakenly sent an iPhone 15. I returned the incorrect device and was refunded for the sale charge. However, AT&T later claimed they never received the phone and issued me a bill for $729.99. Resolving this issue required over five hours on the phone with customer service. Despite providing all necessary documentation—including the RMA number, order number, tracking number, and account details, I was repeatedly denied escalation to a supervisor. Only after my sixth hour of calls was I finally able to speak with a supervisor, who acknowledged the error and resolved the false billing. Unfortunately, six months later, I received another identical bill for $729.99 on the same account. Once again, I had to spend hours reaching the escalation department before the matter was corrected. I was assured I would receive written confirmation of the resolution within 24 hours, but no email ever arrived. When I followed up 48 hours later, I was told the reason was that AT&T only had my phone number on file—even though I had provided my email address multiple times and explained that I do not currently have a phone. Even after re-confirming my email address, I was told AT&T could not send confirmation by email or mail. Instead, I was advised to visit a physical AT&T store and ask staff to pull up my account so I could take a photo of their screen. This is not only inconvenient but unacceptable. Customers should not spend hours on the phone or physically visit a store to resolve simple billing errors. The lack of escalation, refusal to provide written confirmation, and inconsistent communication demonstrate serious gaps in training, professionalism, and accountability within AT&T’s customer service. I will not be using AT&T’s services in the future. I strongly urge AT&T leadership to review these practices, as I am certain many other customers have experienced similar frustration. No one has the time or patience to repeatedly dispute false charges. At the very least, AT&T should compensate customers for the significant inconvenience caused by these repeated errors and the excessive time wasted trying to resolve them.