Extra device on my account - 1 yr later and no refund

TL;DR... An employee at an AT&T store added an extra $1,100 iPhone device and additional phone line to my account and the company refuses to make it right.

Buckle up, folks... this is a long one...

Back in March 2023 I upgraded my phone but never got an email receipt.  Soon after that, an extra line and additional device started appearing on my bill. Needless to say...I never asked for either, never used the line, and never had the additional device in my possession.

I talked to the store manager, who was very helpful and admitted that a former staff member made the mistake and said it would be taken care of. 

Months later, no change to my bill...

I went back to the store and was instructed to call AT&T customer service and report it as fraud. After two hours of getting bounced around on hold I finally got the line removed by a very helpful supervisor but was again instructed to make a fraud claim for the device, which I immediately did.

The fraud claim was rejected the same day with no explanation...to remind you, I was told to submit this claim by TWO DIFFERENT AT&T EMPLOYEES.

I submitted multiple follow up inquiries trying to get answers and was finally told that "there was no fraud" and it was the store's responsibility to refund me for the device.  

So right back to square one...

I've been back to the store in person 3 times and have been told that it has been referred to the district manager, who would review the case and get back to me.

Crickets...

So I explored legal options and got bounced around by the local court and State of Virginia trying to find a business entity name to put on the small claims court form... best of luck trying to figure out who to sue a giant corporation.  Seeing no other option, I filed a VA BBB claim. 

A new level of absurdity...

The one store manager who was actually trying to help me has since left the company.

After months of hearing nothing I finally got a message that the claim has been forwarded from VA to AT&T HQ and missed a call from someone at the "Office of the President".

Left 3 VMs and counting in the past week trying to get ahold of someone and once again...crickets - if you miss their first call apparently you are (Edited per community guidelines) after that.


One year later, zero help...

Needless to say, the charge is still on the monthly bill and not one dime has been refunded...after an ENTIRE YEAR of getting bounced around.

If a store employee buys himself a phone on your account...best of luck to you.

Lots of people telling you "we'll get that sorted out" to get you off the phone and then ghosting you.