AT&T Latrice Keith Latrice Keith Sr. Manager, office to the president 12 calls to AT&T 4 calls to Latrice Keith (manager) NO RESOLUTION!!!! Dallas IL,Ca,NV, TX, IN, VT, GA,FL,

(1) I've been with AT&T for a few decades now. I called to upgrade to a newer phone. We went through the process, but at the end of the call, I was told delievery might be a bit longer due to Covid19. I said I would cancel the order and just go up the street where there is an AT&T store. We both called the store to make sure they carried the Iphone11--the representive assured us that she has it.

(2) The following day I go to the AT&T store and sat for over an hour with a mask on, awaiting my turn. When it was my turn, she couldn't help me because AT&T didn't cancel the order or reverse the upgrade

(3) Call to AT&T (mid April) they listen to the issue, apolygize, promise I will receive my refund, and the cancellation/reversal of upgrade was completed. 

(4) A week later, another call. Different person--again promises everything to be rectified today.

(5) Another week another call--where's my refund? I get told it was put into my bank account and I will have to ask my bank where it is?? Then she said, she would create a ticket to have someone follow the money trail--could take 5-7 business days, I responded with, it will only take me 5 mins to get a new phone carrier. Tons more promises, all are broken naturally

(6) Call and speak to the retaintion department--the guy informs me, the order was never cancelled. ( now I'm losing my patience)

(7) Automated system probably works off of keywords spoken, so call can be directed to the right dept/person--system heard some new keywords today, that I'm pretty sure isn't in the system. I beg someone to allow me to speak to a manager--I get put on hold per usual for a lengthy time--she comes back on the line and says...my manager said your refund will be in the bank this Friday. I again said, please have her/him call me--she said she will--never did and of course there wasn't any refund.

(8) I'm going to bypass other phone call attempts that I made without any resolution, to an email I received from Latrice Keith. I would like to speak with you regarding a concern presented to AT&T Office of the President. My name is Latrice Keith and my number is (925) 302-4849.

Please call me Monday - Friday between the hours of 9:00 am - 3:00 pm PT. If I am unavailable, please leave a message with your phone number and the best time to reach you.

Our top priority is to treat our customers to a premium experience every time they interact with us. Thank you for taking the time to contact us and explain your concerns.
Seriously???!!!! I made four calls to her and left a voicemail each time--she never answered and has not returned my call.

(9) Yeah, I'm furious and I'm not going away. Not only have I been with them for a few decades, I have my whole family with them as well. I truly appreciate the thank you I'm receiving for that.