ATT WIRELESS CUSTOMER SERVICE Aus Billing.

On 01/26/2020 I place an order on with ATT sales support team DVMR. I spoke with a sales rep Austin. Here is a brief summary of the order. When I place the order it was advised I would have to add on the insurance later because the order was already placed.

He could not add it on at the moment. 180.00 for all 4 lines with automatic bill pay it will be 140.00 per month. Trade-in iPhones 8s to 11  for free. Buy 2   iPhone XR per line 5.00 Group insurance for all for lines for 15.00   I pay for the two iPhone XR over the phone with understanding that I am going to get this plan.

I call back on Monday and spoke with AMY @DMVR which is the salles support of Att and she advised me Monday night that the plan is correct To call back once I activate the lines I could add on the insurance.   The XR phones came on Wednesday  01/27/2020 and we took the phones into the corporate store to get ported from T-mobile to ATT.

However, the way Austin sign me up with a new phone line instead of port over the numbers from T-mobile so Julian the sales rep had to add on two phone lines in order to trade in the 8's for the 11. Julian advise on that the insurance is 40.00 and not 15.00 dollars. I call in DVMR customer service on Friday 01/30/2020 and they said that the information given from Austin was incorrect the promotion is XR for 10.00 a line and insurance is 40.00 and I would have to pay 23.32 per month for the next three months on those phones then once the trade-in is complete then I would get a credit back for the additional charges of 23.32.   

So on 02/01/2020, I have been at the store three times to try to see of getting this fix. Julian attempted to give the current promotion which is the iPhone Xs for free when you port over your lines over from a competitor however his system would not allow it because the two phone lines from my lines where not ported over it were new lines.  Because of that, I would not be able to switch it.

So I have been going back and forth all day with ATT multiple divisions which are DVMR 18666624548, Secondary Sales Dept 18008661514, and the loyalty department 18779991083. Alfonzo which is a supervisor for the secondary sales team came on the phone after waiting on him for thirty minutes came on the phone started talking was not willing to listen.

Alfonzo started insulting me saying I was incompetent and worthless. Then he disconnected the line. I call back and spoke with customer service and they advise they have notated on the account.   Customer service advise that there is a way to correct my problem. They stated it is located in ARTICLE BRE EXCHANGE section Buyer Remorse Exchange.

 To advise the secondary sales department and they will be able to process it. However they said the same thing as stated on the previous paragraph. I don't understand that I am trying everything I can to stay with them and they are wanting to leave because they are misleading the consumer. Insulting the consumer, calling the consumer a liar,& wasting the consumer time.     -- 
Eric G