iPhone X Trade-In Stolen After Dropping It Off At USPS

Hello @creations.ny,

We'd be more than happy to take a closer look into these concerns that you're having about your trade-in. We'll be sending you a private message to request account information shortly.

Sean, AT&T Community Specialist

Info below forwarded to USPS OIG Special Agent 

Marc D

Dear Paul K ,

Thank you for taking up my complaint.

As part of the AT&T Next Program, customers are allowed to trade in older equipment for newer equipment. In my case, I wished to trade in an iPhone X for an iPhone XS Max.

I followed the trade-in instructions that came bundled with the new iPhone XS Max. I adhered the AT&T provided Parcel Select Return Label to the same box I received the new iPhone XS Max. Next, I wiped the old iPhone X clean and deactivated Find iPhone. I even had the original iPhone X box and placed the cell phone into it before putting it into the box AT&T sent me. Unfortunately, I did not take a picture of the cell phone in the box, but I did take a picture of the Parcel Select Return Label as you can see below:



My name and address, Marc D , are clearly listed in the return address area. Apparently the box was supposed to go to . Zip Code 56901, but I do not think it made it there. I took the parcel to the College Station in Harlem as you can see from the receipt below. A 30 to 40-ish year old light skinned Black women clerk (Clerk # 76 as per the receipt) handled the package. I was told to place the package on the scale-tray within the plexiglass enclosure. Upon doing so the clerk scanned the package and gave me a receipt. I asked if that was all that was needed to be done, to which she replied with a “yes.”



I went home and accessed the USPS website to track the package and saw that the package was indeed scanned into the USPS tracking system as can be seen from the screenshot below. There were only two scans, the last of which occurred October 1st. Please note that there was never a completed delivery update to the website.



USPS  Request for Delivery Exception Updates confirmed

I emailed the USPS using the 'where is my package' option on the website (https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs) several times because I thought it odd that a package that was en-route to the D.C. area would take so long. I received a call from a USPS representative and was told that Parcel Select Return service is basically slow. That being the case I was asked to be patient and wait.

Thanks for your email. Submitted 10/11/2018

A US Postal Services® representative will contact you within one (1) business day regarding your inquiry.

The case number for request is:  has been reopened and routed to an escalated point of contact

Confirmation Details

Request Type

InquiryType
Where Is My Package
Category
Topic
Contact Information:

Last Name

ZIP Code™
10030
Phone

Email

Preferred response method
email

Thanks for your email.

A US Postal Services® representative will contact you within one (1) business day regarding your inquiry.

The case number for request is: 


I waited, tracking the package and decided to contact AT&T. I called them at least two times and was assured that I would not be held responsible for a lost package. Sample chat from October 17, 2018 ended ~6:01 pm below. I describe that after tracking the returned package, I received a parcel via UPS AT&T MOBILITY (UPS Tracking Number:  with an enclosed letter that said I returned the wrong cell phone (Samsung) and not the iPhone X. The UPS parcel was delivered to a drug store in Harlem that handles UPS packages. I also attach the letter and photos of the cell phone below. Please note that the IMEI number on the Samsung is a bogus IMEI number. I have never owned that Samsung phone and have purposely not handled it so as not to put my fingerprints on it.

I received a text from AT&T requesting that I call their Fraud team. The text was cut off. It is an SMS from this number: .

< ard link Please call our Fraud team at to have the phone be tagged as stolen in transit >

Please note that within the chat below between me and AT&T Agent Vanessa, I was given a warehouse reference number CM20181017_136867903 for the stolen iPhone X item. I have not heard back from AT&T as yet.

AT&T: Please tell us your first name.
Me: Marc D
AT&T: Thank you. Please wait as you are assigned to the next available specialist for account support.
We are now transferring you to a live agent.
AT&T: We are currently experiencing very high chat volumes which may cause long delays. An agent will be with you as soon as possible.
AT&T: Our agents are currently assisting other customers. Your approximate wait time is 7 minutes. Please wait and the next available agent will assist you.
Me: Thank You
AT&T: Your approximate wait time is 0 minutes.
Agent Vanessa enters chat
Vanessa: Hi! My name is Vanessa. I'm happy to help! Please give me a moment to review your request.
Me: Hi Vanessa
Vanessa: Hi Marc! My name is Vanessa. How may I help you today?
Vanessa: Good morning
Me: I believe that the iPhone X I returned to AT&T as part of my iPhone XS Max purchase never arrived at AT&T.
Vanessa: I can definitely help you in phone return with all issues resolved within our chat.
Vanessa: May I know the tracking number of the returned phone?
Me: I received a package via UPS that contained a Samsung cell phone I never owned with a request to send the correct phone.
Me: Otherwise I will not have my monthly bill reduced since AT&T never received the iPhone X
Vanessa: Thanks for the info!
Me: USPS Tracking number 
Vanessa: Got it!
Me: I have pictures of the returned Samsung cell phone and the letter I received fromAT7T
Vanessa: Thanks for the info!
Vanessa: May I know the associated wireless number of the returned iphone x?
Me: My cell number is AT&T MOBILITY  sent me a phone I never owned claiming that I returned a Samsung, not an iPhone X.
Vanessa: Thank you.
Me: Thank You
Vanessa: May I know the phone you are using today with your line?
Me: I am using a co
Me: computer
Me: iPhone XS Max...sorry
Vanessa: Thank you.
Vanessa: just to clarify, the one with tracking number  is the returned samsung phone?
Me: no...iPhone X...I received a Samsung via UPS delivery AT&T MOBILITY claiming I returned it instead of my iPhone X.
Vanessa: Got it!
Vanessa: According here, it shows that the device that should be returned is the iPhone 6 and for the dispute, you returned the iPhone XS and not the iPhone 6. Correct?
Me: That's correct.
Vanessa: Thank you.
Vanessa: As I further checked, it shows that the best option is to submit the ticket with our warehouse team to have the returned device be corrected so that you will not be charge for the installment charge of the iPhone XS. Will that work for us?
Me: sorry...I returned an iPhone X not an iPhone 6 or a Samsung
Vanessa: Got it!
Me: The iPhone X was stone from the package, swapped out for a Samsung.
Vanessa: Thank you.
Me: stolen
Vanessa: Thanks for the info!
Vanessa: May I know if the box has the a hole or scratches when you received it?
Me: you are welcome I have been tracking the item and have chatted with an AT&T rep about this before. Her name was Jasmine K. She assured me that I would not be liable for this crazy mess.
Vanessa: May I know your best callback number and email address please?
Me: The box came from the UPS AT&T MOBILITY .
Vanessa: Thank you.
Me: 
Vanessa: Thank you.
Vanessa: I was able to submit the ticket with our warehouse team with reference number . You will receive the notification from us on 10/19/2018 in the afternoon for the feedback.
Vanessa: Rest assured, all the details has been provided with the ticket and you will receive the notification for us and resolution on 10/19/2018.
Me: Thank you very much. I returned the iPhone X via the Parcel Return Label that was enclosed in the box with the new iPhone X Max on September 26th. I will report this to the USPS Postal Inspectors.
Vanessa: Sounds great.
Vanessa: It is my goal to take all your worries away. I just want to make sure we got everything fully covered within our chat session. Is there anything else I can help you with your Plan, Bill, or any other Account Changes?
Vanessa: Just checking if you are still with me so that our system will allow us to continue our chat.
Me: Yes...I am told that my monthly bill will not be reduced due to this problem. I returned the iPhone X but it never made it to you because someone swapped it out for a cell I never owned...I should not be penalized for that.
Vanessa: Yes I totally understand
Vanessa: Rest assured, you will not be charge for this as we're able to submit the ticket for the return phone issue
Me: I see...however I will be paying $183 per month and not $130-140 unless this issue is resolved.
Vanessa: Got it!
Vanessa: Rest assured, this will be taken cared of Marc, since we already have the escalated the ticket that I was able to submit with our warehouse team
Me: Thank You Vanessa
Vanessa: Happy to help! Thank you for choosing AT&T. We appreciate your business.






AT&T and the USPS have had complaints leveied against them concerning swapped phones meant for upgrades. The chat below was taken from the AT&T Community Forums. (https://forums.att.com/t5/Phone-Device-Upgrades/Trade-in-phones-apparently-lost-in-mail/td-p/4327584/page/2)



Contributor
Oct 11, 2018 5:24 PM

Re: Trade in phones apparently lost in mail

Val

[edited for privacy – please do not post personal information]

Hello @creations.ny, we are here to help! Please respond to our private message with the requested information, so that we can take a look into whats going on. Thank you.

Makaela, AT&T Community Specialist.

This also just happened to me and I am getting the run around!

The same thing happened to me. On September 26 we upgraded our Iphones. 2 iphones X and pne 8 plus. They said they received the 8 plus but not the 2 iphone X. Instead they sent me 2 dummy phones from Verizon an HTC and a Motorola. They said I sent the iphone 6 but I get back dummy phones?. In any case I should be getting back the iphone 6 that I supposedly sent. I have been disputing charges of 1,066.66 since October 2018. They denied dropping thw charges on my account and now on February 18, 2019 my service was cut off for the 3rd time and they say I would have to pay the amount charged if I want my services back. This is so frustrating!! No one wants to take the blame for the stolen phones. This is an inside job and it needs to be resolved. I do not trust this method of upgrading phones if this is going to happen all the time. I feel like leaving the company but not before resolving this issue.

This is what AT&T sent me. 😡

AT&T DO YOU HAVE ANYTHING TO SAY ABOUT THIS?

@Reil110   At&t will not respond on old threads or on answered posts.   

One post.   One.   On your own thread.

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@lizdance40 wrote:

@Reil110   At&t will not respond on old threads or on answered posts.   

One post.   One.   On your own thread.

 

 

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young america does have a good scam going or at least there employees do.  I take pictures of the boxes at the post office before shipping BUT I am no longer using next mail in.  I will buy from apple or samsung directly.

Young America has been a problem for too long.  

THIS SAME EXACT THING HAPPENED TO ME!!! And, after calling ATT, filing a claim and being told I would hear back shortly. It is now a month later, I just received a 450 plus phone bill (including 350 dollars for a phone that was STOLEN from me), and when I called to get answers and help, I was put from one operator to the next for almost two hours, told they couldn't "find any ATT claim," etc. I have never felt so taken advantage of, so badly treated....

WOW.

And, still have to deal w customer service  (after WORK) because the call got dropped...