The problem started when I sent in two Note 8s for upgrades in the same shipping container (I only got one return label as they are on the same account). I got receipt confirmation of one phone but not the other. Despite several calls and assurances that it would be credited, they are charging me $479.91 for one phone.
The plot twist is that I have a chat log from their online support over a month ago stating that they found the other phone and that it would show up within 24-48 hours. For some reason, their phone-based customer support was unable to pull up that record, so they sent me to a store to corroborate this proof in-person. Once that was done they created a ticket with the credit department and then with the loyalty department to have it resolved, but each time it gets kicked back and they change their tune to make it sound like it is still my problem that they can't find the phone that they said they found.
Everyone (including supervisors) that said they would credit my account along the way has said that the amount is too large for them to be allowed to.
It's been referred to their "HOA" department which I can't directly contact, but if history is any guide they're just going to sit on it and not bother to contact me as promised when they make a decision. The bill is already past-due at this point.
Is there any other way I can avoid it going to a collection agency?
I'd also like to switch carriers on principle at this point, but I'm not sure there is a cost-effective way to do so as my current phones aren't unlocked.
Submitted November 30, 2018 at 09:00AM by hobertus https://ift.tt/2ABCCkB
