Horrible Experience

I began AT&T streaming services in March of 2019.  I called and cancel my service on October 13th after I was told my promotion price ended and I could not continue the service at that price.  I was told by the representative that if I returned both streaming boxes, I would be created $125.00 for each.  I was told there would be no more charges going forward.  My streaming capabilities were terminated on October 24th.   I was emailed a label to return the equipment.  I mailed both streaming boxes back on November 10th.  They were received at your Return Center on November 17th at 6:30pm.  I called on November 23rd to inquire as to when I would be credited $125.00 for each streaming box.  I was told that the representative I spoke with on October 13th did not document our call and they were not aware who was the representative that terminated my service or had the label sent to me.  I was told that one streaming box was free and one box I paid for. I asked how she knew I did not pay for the streaming box and the rep said because I had two streaming boxes, one is always free, and you must pay for the other.  I was told that because I had the streaming service for longer than a year, I could not receive $125.00 for the streaming box I purchased.  I asked why the rep did I spoke with on October tell me that if I sent them back, I would receive $125.00 for each box.  I pointed out that if one streaming box was free and one, I paid for but could not receive a credit for what would be the point of sending me a label.  I was told by the representative that they were not sure why the rep I spoke with in October did that.  After speaking with a manager, I asked the manager since I could not receive a credit for either box and one was free and the other, I paid for to please just mailbox boxes to me and I would drop the issue.  The manager told me both boxes who be mailed back to me.  In addition, she told me that neither streaming box could be used again by AT&T/Direct TV.  Today, November 24th I was charged $128.40 for failure to return a streaming box.  This charge was not expected nor communicated to me by the two reps and manager that I spoke with.  This caused me to be a negative $163.40 with my bank and I will likely incur additional charges because I have something that must be paid.  Joy, the rep I spoke with today told me that the $128.40 would be credited to my account once the boxes are received and that could take up to ten days.  I refuse to wait ten days for the $163.40 to be credited to my account.  I am extremely upset about how I have been handled and the inconsistent statements communicated to me which is indicative of the first representative not even documenting my call.  Today is the day before Thanksgiving and instead picking up my last-minute items I am having to dispute this charge.  Furthermore, I cannot afford to pick up those last-minute items because I am negative $163.40 at my bank.  I am asking that this charge be removed immediately.  I do not understand how a customer who purchased two services (streaming/internet) with your company can be treated like this.  Also, I feel as though each time I speak with someone at your company I am being told the person I spoke with before told me wrong and I should not believe that.  Why shouldn’t a customer believe your company’s representatives?  On November 23rd and today I asked for an email of someone apart of your executive staff and I was denied it twice.  I am currently waiting for Maechel to call me.  Joy said it would be 30 minutes and it is now approaching an hour.  I will be contacting the better business bureau and I will tell my neighbors and family members who are AT&T/Direct TV Streaming customers how I was treated and what to expect if they continue their service. 

Jammie (Edited as per community guidelines)