SAN ANTONIO — Every time one of the phone companies come out with a new phone, phone providers like AT&T offer deals on those new models. Kip Morrison's needed a new phone so he took them up on the deal.
Morrison's daughter was visiting from Washington D.C. When they went to the AT$T store on Austin highway to make the deal, the store didn't have the phone in stock, so they told Morrison they would send her the hold in D.C., with a return shipping label and she just needed to return the old phone.
When the new phone came 2-3 weeks later, there was no return label with the new phone. At about the same time, Morrison noticed he wasn't getting the credit on his bill. He called AT&T which told him his daughter hadn't returned the phone yet.
When Morrison called his daughter to inquire, she told him they didn't include a shipping label or any instrucitons on returning the old old phone. So, Morrison called AT&T again and told them they didn't include a label. The company assured him they would send one and when she returned the phone he would get the credit.
She received the label and sent the phone back...but Morrison still didn't receive the credit. He called AT&T again. "They told me we sent the phone to the wrong address...I told them you're the one's who sent the label" says Morrison.
Morrison went on to say "AT&T acknowledged they received the phone, but said they needed to investigate." Morrison says this went on from October through July, and he must have made at least 25 phone calls and two trips to the AT&T store on Austin highway and the corporate store at the Quarry.
After not hearing from AT&T again, and the next bill had come, without any credit...Morrison called KENS. I called and email their corporate office and someone immediately responded. The next day, AT&T sent this statement:
We’ve contacted the customer to apologize for the inconvenience and appropriately credited his account. We have recently changed our sales process to help ensure that trade-ins and discounts are clearly itemized for our customer care teams to prevent these types of mistakes from occurring. We handle millions of device trade-ins and returns a year without any issues, but if there is a problem, we do our best to make it right."
If you have a problem like this, we want to help you fix it! In our series, Call KENS, we do our best to solve problems for our viewers. The number to call is 210-470-KENS, or fill out the form on this page.