In October 2025, I ordered two Apple Watches that were never delivered by the carrier (I have proof of non-delivery). AT&T investigated and sent replacements, which I did receive. However, I was incorrectly charged $321.50 for the original watches that were never delivered. When I called, they acknowledged it was a system error and promised a refund within 7–10 business days.
That refund never came.
In October, I was also told my AutoPay would be placed on hold until the issue was resolved. Despite that, in early January 2026 AutoPay was turned back on and I was charged $571.68. During a call on January 12, 2026, I was promised the refund would be processed that same day and even received an email confirmation. Nothing happened. I called again on January 23, 2026 and was again promised a refund within 7–10 business days, with another confirmation email. Still nothing.
Since October, I’ve called at least five or six times. Every time, representatives review the notes, acknowledge the billing error, and promise it will be resolved in 7–10 business days. On my last three calls, I requested a supervisor and was either told none were available or left on hold for extended periods until the call disconnected.
AT&T has admitted the error and confirmed a refund is owed, yet as of March 2026, it still has not been issued. The repeated promises, lack of escalation, and failure to correct a confirmed billing error have been extremely disappointing.
I expect better accountability from a major company.
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Provides long-distance, international and wireless services as well as internet access.