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carinosa's profile

Tutor

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7 Messages

Thursday, July 12th, 2018 11:07 AM

Another victim of Newgistics!

I need some assistance. I dropped off two phones to return. One arrived and I received a refund. The other has been “In Transit” for a while with no status updates, no destination, no reference number. I have the receipt of drop off with USPS and have been checking Newgistic’s website but nothing has changed. Now I have been charged for a phone I do not have in my possession. Newgistics has an automated recording telling me to work with the company (ATT) and USPS can only verify it was picked up by return agent. In addition, ATT does not insure packages. This is frustrating and stressful. An unopened iphone 8+ that was sent back and I have been billed for a phone I don’t have. Please help!!! Any suggestions or assistance would be appreciated. 

ACE - Sage

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104.1K Messages

5 years ago

File a BBB complaint.  It will force someone with some pull at ATT to contact you.   The good news is you have proof you mailed the phone and both USPS and Newgistics received it.  Now the weight is on Newgistics or ATT to find it.

let us know how it goes.

 

New Member

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1 Message

"The good news is you have proof you mailed the phone..." Actually, all she has is proof she mailed something - not necessarily a phone.

Tutor

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7 Messages

5 years ago

After numerous calls and cases created and denied I finally resolved this problem. I searched this forum and tried a recommendation by @LongTimeCustomr after having my all my cases being rejected and being told by ATT that I am responsible for paying the balance on the phone because they don’t have it in their warehouse. 

 

My approach is similar with a case created by the Stolen Phone Dept for a ‘Lost in Tansit’ case and another case created by Customer Care for a ‘credit adjustment’ that also noted the USPS missing package case number. After a week and a half there has been no update or resolution to my case.  So I had called ATT to follow up because my bill was due in 3 days. Customer Care went through my account and realized the many times I was passed around to different departments to resolve my issue. He checked my tracking number and confirmed that the phone was picked up but stuck in ‘In Transit’ status forever.  So he created a ticket which apparently gets resolved much quicker than a case. Within 3 days I saw the credit in my account. 

 

Now I am working on the refund for the tax I paid on the phone which they can’t seem to figure out how to initiate it. Another representative told me I won’t receive the refund until they receive the phone... which won’t happen because the phone is lost. So on to my next challenge of having the tax refunded. 

ACE - Sage

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104.1K Messages

5 years ago

Thanks for the update.  Did you file a BBB complaint?  Such a compliant gets the highest level of support to handle a problem.  Response is within 2 business days.  

 

Tutor

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7 Messages

5 years ago

Filing a BBB complaint was my next step if this last case I submitted was denied. I may still file one since I am having difficulty with my refund on the taxes I paid. I already have to pay a full month of service for only 7 days of service on my 5 phones because they do not prorate the final bill. I tried explaining I had to cancel because I received little to no service where I live but that didn’t help my situation. So I’m being financially hit from all directions by ATT.

ACE - Sage

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104.1K Messages

5 years ago

@carinosa

No carrier prorates final bill.  Read your new TOS as your new carrier won’t either. 

I would never screw around with Support. I have little faith.  Big problems need big guns, not peons.  You got lucky. 

 

Contributor

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1 Message

4 years ago

Hello,

 

I am looking to find out who else has had their Att phones stolen when returning the phones to AT& T. I am an attorney who also had two iphones stolen after AT&T and Newgistics obtained possession of the iphones.  I have been fighting ATT since January 2018 regarding the stolen iphones and refusal by AT&T to provide me with the credit for the fraudulent charges. It took me until October 2018 to get the credit for the fraudulent AT&T charges on one of the iphones and AT&T refuses to give me the credit for the fraudulent charges on the other iphone even though both iphones were returned to AT&T the same day and both were tracked to be in the AT&T Houston,Texas warehouse. I am still dealing with the fraudulent charges by AT&T on the remaining iphone.  My next step is a letter with all of my proof sent to AT&T's president located at AT&T's corporate offices in Dallas, Texas. I will not give up until AT&T stops the fraud and receive full compensation for the fraudulent charges. 

 

Is there any one else having the same or similar problems?  I am fed up with the fraud. I want to share with you what I have learned over the last 11 months and hopefully it will help you get your problem resolved sooner than later. If you have been told by AT&T that it never received your phone(s), go back to the post office where you mailed your iphones back, and speak with the manager or supervisor of that specific post office. Provide the individual with your tracking no. and explain the issue. Politely ask the post office representative to run a USPS Tracking Intranet with your Tracking No(s). You will receive all of the information needed to see when AT&T agent (probably Newgistics) picked up the packages (with exact time), with the time it was was processed by AT& T agent at the Houston, Texas warehouse.  I know by the USPS intranet tracking that both of my iphones I returned were delivered to AT&T's warehouse in Houston, Texas. If I can obtain the information, why didn't AT&T do the same? Why did AT&T continue knowingly charging me for fraudulent charges? These are all very relevant questions. Have anyone else obtained other useful and relevant information to resolve the ongoing fraud? 

 

I look forward to hearing from your solutions. Thank you.

ACE - Sage

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104.1K Messages

4 years ago

@fightfraud

Read the previous posts.  This has worked in other cases because the returned phone it tracked by IMEi and always shows up on another active account.  Once ATT sees the phone was resold, they have to credit the account.  

 

Contributor

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2 Messages

4 years ago

Hiii, am having a similar case, i mail my package and i see in the tracking page that is was delivered. So when I see that At&t is charging me for the phone, i start to investigate, and what i been told is that i supposely i send a verizon phone. I have done complain to the USPS to At&t and they all tell me the package was received and they close the case, and that they can't do nothing, i have called Negistics and they dont have no information on what happened to the phone and that no tempering in the package. 

Contributor

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3 Messages

4 years ago

Just sent you PM, I am dealing with the same issue. Has been a nightmare.  Returned an iPhone XS Max on 1/3/19, tracking shows that it was received on 1/10/19 in Fort Worth, TX.  Over 12 calls/chats with AT&T customer care, I've been told that they have the phone, it was recorded in the system incorrectly, and that my problem would be resolved (it wasn't), have been told that they don't have the phone, and this morning (2/18/19) was told that their system shows that the phone was used on 2/16/19, two days ago (not by me, obviously).  Meanwhile, I am still being charged monthly installments, and I'm not able to purchase a replacement phone, even from another vendor (e.g. Apple - definitely not going through AT&T ever again). I just filed a BBB complaint to see if that gets any traction.

Tutor

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7 Messages

4 years ago

I kept calling (secondary sales, returns, logistics, Lost in Transit/Stolen Phone Dept) and asking for a case to be created or refer to the open case number and have the representative notate everything that was discussed, the tracking status, when a resolution was going to occur. I also wrote down their name, date and time I spoke to them and what was discussed (which should also be in their system notes). Whenever I call I always reference the conversation so they can look it up.

I also called their Logistics Department to track down the phone and notate the status and get a case number. Then I called the Lost in Transit/Stolen Device Specialty Team so they can disable the SIM/phone and notate it on my account that the phone was no longer in my possession and also receive a case number for that too.

Stolen Device Specialty Team (0700-0100hrs)
877-998-5171 Logistics

In the end I made dozens of calls and finally reached someone who looked at the history and understood the situation. He then created a ticket (not a case number) to credit what was owed to me and then told me that it will show up on my card within 3 days. And sure enough it did.

I had cancelled my account and went to Verizon because of all this. It’s amazing how commonplace this is with ATT and how many people have to go through this.

I did not file a BBB complaint but was about to until I finally talked to a rational person who helped me. But I heard many who have filed a complaint that it helped with their case. Good luck. I don’t wish this on anyone. This was a couple months of stress I had to deal with.
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