AT&T Store

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On 12/24 I purchased a set of AirPods from Crestview AT&T. My husband and I later found out that we were double charged for the item ($169.34) and reached out to a Corporate representative via their online chat on 12/25. The representative advised that since the purchase was made in store, a refund for the extra charge was not something they could do and he then scheduled an in-store appointment for 12/26 at 10A.M. I followed up with the in store appointment on 12/26, and the employees at that location told me that they did not see a double charge in their system, that it was only a "hold", that they could not refund the charge, and we needed to speak to Corporate again to "Accounts Payable." At this point, however, the bank had already verified that it was a double charge (both transactions were completed on 12/24) and asked me to go back into the store to speak with them again to argue our case.

When I go back in there the second time, my husband (who is on the phone w/ me) started speaking with the Assistant Manager Gee Linton, who says the following, "... we are not able to refund the transaction because we only show one and we can't give you a free set of AirPods...." The implication that we were trying to get free stuff was bad, but when my husband said that the solution he offered was not satisfactory and to give the phone back to me (his wife), the manager hung up on him (he even said snidely, "Oops, I didn't mean to do that." So after being a loyal customer ever since AT&T was Cingular, we get called liars, implied we are cheats, and get escorted out with NO resolution or attempt to resolve it with higher management. I have already disputed the charges via our bank, escalated the situation via Corp.AT&T (SIX HOURS AND FIVE REPS LATER) and am currently still waiting for an apology and money back!