AT&T AT&T Wireless Refund not isssued as promised Dallas Texas

My husband and I upgraded our phones through the AT&T Next Program at the end of October. We received two new devices and were instructed to return our old phones within 14 days. At the time, we were also in the process of selling our house and moving across the country. I called AT&T and informed them I may not be able to return the old devices within 14 days. The representative I spoke with said that is no problem at all and that the devices could be returned later than 14 days and that once they were returned any charges for them would be reversed. I shipped the phones back shortly after that and thought all was fine. Unbeknownst to me, AT&T took the phones we returned and shipped them back to us. They shipped them to our old address over 2000 miles away despite the fact that we told them we were moving and updated our contact information with them.

It took over a month for the phones for make their way back to us. Upon receipt I contacted AT&T and asked why they were returned. I spoke with rep Maja C. who confirmed the information I had been given during my original call about the return timeframe. She said AT&T actually allows up to 44 days to return devices and that my phones were returned within that timeframe, so I would be refunded as long as I shipped them back again. She emailed me a new return label and I shipped the phones back on January 24. After returning the phones a second time, I called AT&T numerous times to check on the status of my refund. I was first told it would take a few business days, then told a few weeks and then told 2-3 billing cycles.

I called at least 20 times and spoke with representatives who gave me different timeframes but always assured me the refund was coming. Yesterday I called again as it has now been three billing cycles and the charges have still not been reversed. This time I was told my devices were not returned on time and that I will not be refunded for them. I argued with the representative and gave her the details of the previous phone calls I had made. I was transferred to a supervisor who told me again the charges are valid and I will not be refunded. She also stated she had no record of any previous calls where I had been told I would be refunded even though I had been told I was getting my money back at least 20 times over the last three months. The supervisor told me there is nothing more I can do and that I will be responsible for these charges. I asked what about the phones I returned and she said they may be shipped back to me but she cannot confirm if they will go to my old address or new one. She also told me the policy that returns can be accepted as long as they are received within 44 days does not exist and she has never heard of such a policy, even though it is clearly stated on their website: att.com/shop/wireless/returnpolicy.html#tab5 (under After You Ship, bullet 5). I hung up with her as she refused to acknowledge this policy and told me there was nothing more that could be done.

I called back again and spoke with another rep who read me the notes from my account verbatim where prior reps had told me over and over again that my refund is coming and will be processed. It has been over three months since this issue began and I still have the charge on my bill, AT&T is now threatening to report this to credit bureaus if I don’t pay it.