1351 County Highway 152 Hamilton, AL. 35570 August 17, 2024 205/412-1180 Dear AT&T, You have possessed the outstanding reputation of dependability, of honesty as well as of superior service in my opinion and the general public’s viewpoint during your wireless service for previous several years. PLEASE EXPLAIN TO ME WHAT HAS HAPPENED TO THIS POSITIVE REPUTATION. You have not only been unfair to us as customers; you have committed in my humble opinion insurance fraud. Please clear up this unjust situation. Approximately six or seven years ago, we purchased an iPhone 11 Pro for about $1,100. Then added insurance which we have paid approximately $1,400 at the present $17 monthly rate for these years for this insurance. This amounts to about $2,500. On Thursday, August 8, 2024, we reported a damaged iPhone. On the proceeding Monday, you sent us a USED iPhone 12 refurbished replacement device while also charging us $149.00. Today, we can purchase this 256GB iPhone 12 for $256 from Walmart. This is FRAUD. I AM SO DISAPPOINTED IN OUR GOOD FOLKS AT AT&T. Therefore, I attempted to get help online for a couple of hours. Hopefully, I thought if I contacted a real person I would understand better, or they would actually understand me more efficiently. Substantially, I was on the iPhone one hour and 31 minutes speaking to representatives who had a terrible foreign accent. I am 70 years of age with a spinal cord injury. Life is HARD. When a person pays insurance, they expect to get a new device free. We do not want this USED iPhone 12 Pro; thus, we desire to return this used iPhone and search for a reputable company. I have filled out numerous BAD feedbacks for AT&T and will continue unless you replace our insurance claim with an new updated phone worth the same as the $1,100 iPhone we originally purchased and the entire $149. This letter will be forwarded to every supervisor, boss, chairperson, AT&T vice-president and president etc. I can contact. Your cooperation in this unfair matter will be appreciated. God bless you as well as open AT&T eyes of their mistakes of taking unfair advantage of the little man. Patsy Jo Ray 205/412-1180.