Recourse for Equipment Charges for Returned Equipment
This past June we contacted AT&T to suspend our internet service while we moved into a new house. Instead they told us to return the equipment and they would bring new equipment once we were in our new house. About 2 weeks after we were in our new home with our AT&T internet, 5 DirectTV receivers and 3 AT&T cell phones.... shortly after we received a bill and realized we were charged for the equipment. We keep going back and forth with AT&T and after each new suspension we put in a claim, pay the current charges until next month. Well I was suspended on Cyber Monday and after a lengthy call with a CSR where no one was rude, verbally abusive or used profane language, my husband was hung up on (I listened in on the conversation but did not speak). Needless to say, I called today and after almost an hour, multiple transfers and getting disconnected to have to start all over again, the same thing happened. The equipment charges were disputed and I paid the current charge to get my service back up. The issue is there are notes on the account that the equipment was returned but Shirley told me today that when looking into the "system that handles returns" it's not in there so the claims keep getting denied. She did say she can see that we've always returned in our equipment in the past. So what do I do? Basically I have no recourse unless I can prove I returned the product.
I explained that I am a Director for a B2B wholesale company who oversees all of the Customer Service and fulfillment and we use UPS (who is the same carrier for their returns/preprinted shipping labels from UPS) and I am too plagued with returns issues where we don't have it in our cage but a customer insists that they did return the package so I know returns aren't 100% and the onus cannot be solely on the customer. Just yesterday I dealt with a return from April that a customer kept getting charged for all because one of my employees didn't do the adjustment in the system - and it's almost December. I cannot believe that any organization would solely but the onus on the customer to prove something when nothing is 100%
Does anyone know how I can get these charges off my account for good without having to contact a UPS insider from the company I work for to help me? Because my company does recognize the failure points in the returns process...I know because I run the joint and have a massive project to fix this same issue we have!!