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J

New Member

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3 Messages

Sun, Aug 9, 2020 5:30 AM

Wrongfully charged my account... AGAIN

I canceled my service July 25th, they stayed my equipment needed to be returned within 14 days, I returned my equipment July 25th and even have the fedex receipts to prove it. They just charged my account $120 because they said they didn’t get their equipment!!????! I’m furious! I can’t get through to anyone! Someone please help me!

Responses

New Member

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4 Messages

2 months ago

800 288-2020 phone number listed is actually for the "DirecTV" side of the house. Once they answer and the automated voice asks you a question (no matter what they ask you), just keep saying "AT&T TV"... everything they ask, just say, "AT&T TV", after about three times, you will get directed to an AT&T TV rep.

Jeffster

ACE - Professor

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2.2K Messages

2 months ago

Are you sure the charge is for equipment?

ATT TV has a 2 year agreement, sounds like you canceled before that and getting charged for that.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

2 months ago

The bill literally says “your account is being charged for an equipment non return fee”

Jrandomuser

ACE - Expert

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8.6K Messages

2 months ago

Did you follow the returned equipment "protocol"?  Did you get an RMA label from Support, etc.?  I don't remember FedEx being the service used last time I needed to return something - it was UPS, and the return was logged as soon as UPS took the stuff (even unboxed).

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

2 months ago

Yes, I followed the directions in the email to a T! I used the barcodes in the emails to give to fed ex which is how I got my shipment confirmations. Which is how I tracked the packages and know ATT received them

Jrandomuser

ACE - Expert

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8.6K Messages

2 months ago

I've never returned an AT&T TV device, just devices for other AT&T services.  As I said, for those (which used UPS as shipper, not FedEx), the device was marked as received by AT&T as soon as it entered UPS's system - it's a bit surprising that AT&T TV doesn't use similar mechanisms.  What does Customer Service say when you indicate that you have FedEx receipts showing that the returns were delivered to them?

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Community Support

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133.9K Messages

2 months ago

Good morning @Jcrabaugh,

 

Thank you for your patience. You will need to speak with an AT&T TV specialist at 1.800.288.2020 to track the returned the device and assist you further with this charge.

 

Please let us know if there's anything else we may assist you with.

 

 

 

KristinA, AT&T Community Specialist

 

 

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