In August of this year, I visited an AT&T store in Grand Junction, CO, to set up four new lines. While assisting me, the representative suggested I also consider switching my home internet to AT&T’s new 5G Wireless service, claiming it would be just as good as my current provider. I was assured that I could try the service risk-free for a week, and if I wasn’t satisfied, I could return the equipment without being charged.Shortly after receiving the equipment in the mail, I installed it and ran a speed test to compare it to my existing internet. The results were disappointing—the speed was not even half of what I was currently getting. I immediately packed up the AT&T equipment and sent it back the next day.Since my bill was on autopay, I assumed that returning the equipment would resolve everything. However, I later discovered that AT&T continued to charge me monthly even though they received the equipment—something a representative confirmed on the phone today (12/16/2024). When I asked for a refund, they told me I needed to have officially canceled the service either by phone or through the website, in addition to returning the equipment.To make matters worse, they claimed they could only issue a refund if I provided the UPS return receipt, despite already confirming they had received the equipment. They insisted this was company policy and that nothing could be done without it.This entire situation has been incredibly frustrating. I expected better customer service and accountability from AT&T. As a result, I’m taking my business elsewhere, and I hope AT&T reconsiders policies like this that only serve to drive customers away.
