AT&T Customer Service AT&T Mobility AT&T Corporate office inaccurate billing / lack of training / debt collection / failure to cancel account Dallas Texas

I had purchased a Hotspot (model Velocity) at the 4917 E 2nd St, Long Beach, CA 90803 AT&T store, in full, with the unlimited plan on 16-September-2017 for $132.29, found that the device had no signal where I reside and returned the device under the 14 day return policy on 23-September-2017 (within 7 days) and was credited $87.29. Please see attached copy of my credit card statement. I was assured by the AT&T store employee that if I return the product and cancel at the store within 14 days that there will be no charges. I was not even aware that there was a restocking fee, as no one informed me. Please see their website regarding the 14 return policy at: https://www.att.com/shop/wireless/modals/wirelessmodals/jcr:content/mainpar/genericmodal_6.html

I returned the product to the 4917 E 2nd St, Long Beach, CA 90803 AT&T store asking one of the agents to cancel the account and payed the restocking fee of $45.

In early November of 2017 I received a bill for $142.82 and a letter that the balance will be forwarded to a collection agency (please see attached). I have called AT&T customer service many times, each time being put on hold and transferred to countless agents whom none of which knew how to resolve the problem. Finally after investing many days and hours I finally reached someone who was able to change the cancellation code in the system. Apparently, he said, the wrong cancellation code was used by the employee at the AT&T store where I purchased. Please refer to AT&T’s recorded conversation associated with this account number for clarification.

I am now harassed by Gatestone Collections on a routine basis even though I was assured by the last AT&T customer service representative in early November that the collections account will be withdrawn. Even though the phone number is in my area code (949), after some research, I found that Gatestone HQ is located at 455 N 3rd St, Phoenix, AZ 85004, (602) 443-2920.

I sent a certified letter on November 21, 2017 to retrieve the account from collections and cancel the debt to the following AT&T addresses:

AT&T Customer services
PO Box 10330
Fort Wayne IN 46851-0330,

AT&T Mobility
PO Box 537104
Altanta GA 30353-7104,

AT&T Corporate office
Randall L. Stephenson, CEO
William A. Blase, Jr., Sr. Executive VP
John Donovan, CEO – AT&T Communications
David S. Huntley, Sr. Executive VP & CCO
208 South Akard Street
Dallas TX, 75202