u/jenntasticxx

Location: MI

Hey all, thanks in advance for any help. I have no idea what to do. Sorry if I put the wrong flair. I assume this might fall under small claims but idk.

Timeline of events:

Sept 2025 - I sign up for the new at&t fiber in my neighborhood. As they are installing, an at&t rep comes to my house to see if we're interested in the mobile plan. I had been looking at new plans, so we set something up. Here's what was promised: 2 new pixel 10 pro XL, free of we turn our old pixel 7s in within 30 days. $100/mo ish for two phone plans. $47/mo for internet (bundle plan brought this down from $65). She said that my first 2-3 bills would be higher until the bundle discount applied, and until they reviewed the phones we turned in and applied that promotion. They also were going to waive the activation fees.

Oct 9, 2025 (within 30 days of set up): rep comes back to collect my phones for the promo. I have a doorbell recording of the interaction, where she reiterated the same thing she told us a couple weeks prior and it shows me handing the phones over in their original boxes. I also have months worth of texts.

Dec 2025: my bills are still too high and I have no receipt for my phones being turned in. I've called at&t call center and had one of the fees waived. But they don't have my phones yet to give me credit??? I start contacting the rep to see what's going on. She finally sends me a receipt for 1 phone in JANUARY. To this day, this is the only phone they have in their system. Never got a receipt for the other one.

Jan 2026-Now: I've been promised credits on my account until they get the phone thing figured out. I've been promised that her supervisor will reach out to me. I've been told there's a ticket in to fix this (since February). None of this has happened. I've called the at&t call center and they refuse to apply the promo for the phone because they only received 1 and it was outside the 30 days so they can't apply it. The call center and the rep both refuse to give me the contact info for the boss. At this point, I start googling the rep. Turns out she's been arrested for drug trafficking into a prison and there's a fraud case against her from Jan 2025 (before I even got the phones/service) so now I'm afraid that she's stolen my shit and is just pretending to do things about it, but I don't fucking know because no one else will help me!!! The call center even emailed the boss and the boss still hasn't called! Are they in on this together? Are they both just really fucking incompetent? It's been almost a year, I am at my wits end. They owe me over $1000 at this point, plus they also still have my phones. What the hell do I do??? 😭