
Contributor
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3 Messages
At&t won't give me refund and won't cite policy stating why.
For those that dont want to read - General Question that needs to be answered: What's the *OFFICIAL* Refund Policy for a Non-Returned Receiver Fee? And can you provide the source to be cited?
Hi, so my issue is that I am returning a receiver to At&t after their 21 day policy, which means they'll charge me $150 but refund me as long as I return it. I called At&t before returning it to verify this, however, upon returning it, they refused to refund me.
The policy which is on the website states:
"AT&T Policy for In-Warranty Returns - It's best to begin your return within 10 days of your notice to return equipment to avoid any non-return charges to your account. If you do not return your equipment in undamaged condition within 21 days of the service change/disconnect date, an equipment non-return charge of $150 per item will be billed to your account or credit card on file. If you return equipment after 21 days, allow one to two billing cycle for the non-return charges to be removed."
Source: https://www.att.com/esupport/article.jsp?sid=KB409172&cv=803&_requestid=735018
If this isn't the correct policy, can you state what and where the correct *Official* refund policy for a non-returned receiver is? Is there a max time limit you have to return the item by in order to receive a refund?
Every rep I have spoken to says they can't find an official policy. Are businesses required to provide customers what their fees and official policies are for returns, etc?
Thanks in advance for your help.
Accepted Solution
Official Solution
MicCheck
ACE - Expert
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13.7K Messages
9 years ago
In the terms of service it also says, "In addition to termination of service, these return of equipment provisions apply if your existing equipment is replaced or upgraded for any reason."
The article you're reading is not meant to be an in-depth explanation of the ins and outs of your agreement with AT&T.
The fact is, you have 21 days to return equipment to AT&T. If you do not, you are billed $150 per piece of equipment. If you're billed, AT&T gives you an additional 90 days to send the equipment back and get that charge reversed. If someone misses that deadline, the charge is permanent.
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Accepted Solution
Official Solution
MicCheck
ACE - Expert
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13.7K Messages
9 years ago
If someone wishes to return a STB they are no longer using, they have to place a change order. When the change order completes, the STB is deprovisioned and billing stops. The same equipment return policies apply as warranties or cease orders.
By the way, I'm not sure what copy of the ToS you're looking at, but the refund period changed to 90 days over 3 years ago. See section 6: https://www.att.com/shop/u-verse/termsofservice.html
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ayteentee
Contributor
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3 Messages
9 years ago
Thank you for the response, however, I am not "terminating service" as your response suggested. Rather, I am simply "returning equipment", so I'm not sure if your answer still applies. To clarify, I had 3 receivers and only used 2, so I decided to return the 3rd non used receiver, but did it after 21 days.
I'm assuming these are the Uverse TOS you quoted: https://www.att.com/shop/u-verse/termsofservice.html - which seem to be referring to rules if terminating service, which I am not.
On the other hand, the link I quoted is directly from "How to return U-verse equipment": http://www.att.com/esupport/article.jsp?sid=KB409172&cv=813 - Since I am not TERMINATING SERVICE, it seems the rules listed here pertain more directly to my situation of just RETURNING EQUIPMENT, and imply that after 21 days I am to be given a refund without any max time limit to return equipment by. Please correct me if I am misled.
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JefferMC
ACE - Expert
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33.6K Messages
9 years ago
Since you have an open account, it would appear that they should just credit the amount to your account (within 2 billing cycles). This credit balance could be used to offset future charges. Getting a refund check would seem to be an unnecessary complication.
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ayteentee
Contributor
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3 Messages
9 years ago
Thanks JefferMC for your input, but it seems your statement is directly in opposition to what MicCheck just mentioned. Does that mean you don't agree with him and feel I should follow up with this more with an employee and push for a credit to my account?
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ebethbray
Contributor
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2 Messages
8 years ago
ATT is not a "user" friendly company. The service in our household is HORRIBLE and there has been little work done to resolve the issue. NOW ATT has changed the due date on my bill without my AUTHORIZATION which has caused a MASSIVE billing issue. ATT, of course, like all of these huge companies BLAMES THE CUSTOMER for everything. I am writing a letter to the general counsel of ATT to explain that this "change of due date which impacts the payments" and is in the FAVOR of ATT is not legal.
I feel your pain. ATT is just not a good company like Xfinity and all of the other compannies. This termination charge for a customer that gives a company every chance to perform and the company fails is another consumer issue that we need to BLOCK by protest.
Changing a contract without the agreement of ALL parties is illegal. In order to have a contract ALL PARTIES must agree. And ANY company that includes in their "small print" that they can charge your bank account or impact your credit with FORCED changes is against the constitution of the USA.
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anitaswain
Contributor
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1 Message
7 years ago
i am an existing customer whom didnt give permission to use my son's disability card to get direct tv service.
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skeeterintexas
ACE - Expert
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26.8K Messages
7 years ago
@anitaswain
Many unanswered questions:
What sort of DirecTV service uses information from a 'disability card, and what is a 'disability card'?
How did ATT get the information?
How did they even know that you had a child on disability?
How did they know his name?
Is some sort of ID required (like a SS#) to acquire the information from a disability card?
But perhaps you didn't need any help and just wanted to inform the public about your issue with AT&T.
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