I have been an ATT customer for 25+ years. My cousin passed away on 9/24 and I have been trying to return the iPhone that she purchased under installments in August. For almost 2 months I have spent countless hours either on hold or put in phone loops at ATT. No one knows what to do for me to send the phone back. I was told by a rep to take the phone to an ATT store and they could ship back. ATT store told me that they could not ship back and that they could not print off a shipping label. I was advised to go to a UPS store and give them her account number and they could print off a shipping label. UPS store stated that I needed to come with the label. I have tried to do the right thing with no help. I can’t even properly grieve the loss of my cousin for the hold times, the transfer times, the driving in car to stores. Your process for something like this is broken. All I need is a shipping label. Your reps have no sympathy or empathy for something like this.
