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anth9991's profile

Tutor

 • 

3 Messages

Mon, Jun 25, 2018 1:39 AM

EQUIPMENT RETURN SCAM BY DIRECTV

We decided to cancel our directv due to poor customer service. They kept telling us a recovery kit was being sent, this went on for a few months. And then all of a sudden we talked to someone and they said to bring the equipment to a UPS store and they would package it and send it back to DirecTV.  The UPS store representative scanned our equipment into their system and gave us a confirmation sheet with the serial numbers and a reference number. Directv keeps trying to charge us for not returning the equipment even when I give them the reference number. They said I should have received a UPS tracking number. This is wrong, the UPS store waits until they get 16 receivers and then ships them back all bundled together in a box. In the meantime they expect their customers to foot the bill for equipment they already returned. I have called numerous customer service reps and none of them will overturn the equipment charge. In the meantime, only ATT DSL is available in my area and they are threatening to turn off my internet services because I am refusing to pay for equipment that I have already returned to them. Please be weary of signing up with this company, they are trying to steal money from their customers.  

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Official Solution

Juniper

ACE - Expert

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25.6K Messages

2 years ago

@Anonymous 

 

The non-return fee (NRF) should not charge until 21 days have passed since the box was turned off. The only exception is if your account is closed for non-payment, then NRFs (and ECF if applicable) charge immediately, a process that seems to encourage people to quickly pay the past due and reinstate service so that NRF and ECF are reversed.

 

Yes the new process is having customers take boxes to a participating FedEx or UPS store (not USPS) for the free return. However if you are considered to far away from a participating shipper, then they use the old process of sending the return box.

 

As long as you voluntarily closed the account (as opposed to involuntary for past due), then the NRF should not have charged before the 21 days. If it did then that would be a system error. Nothing described is anywhere within light years of discrimination, just a billing error if you chose to close the account.

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I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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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2 Messages

what is with all you shills pretending like you don't get checks or perks from AT&T by pretending you are regular customers?

Accepted Solution

Official Solution

Juniper

ACE - Expert

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25.6K Messages

2 years ago

Ok that is one of the newest Mini Genie Clients so is definitely returnable. If you are not near a FedEx or UPS store (not USPS), within a 10 or 20 mile radius (I haven't got the distance memorized yet), then they should be providing the return box. If the box is deactivated, then I would call DirecTV 1-800-531-5000 back and check to see if the return box has been shipped with a tracking number for reference.

 

If you closed the entire account however, then it will not shutoff until the bill cycle ends (per the recent change in their terms of service). And return kits are not sent out while it is still active. Just in case this is the situation.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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.

Accepted Solution

Juniper

ACE - Expert

 • 

25.6K Messages

2 years ago

Equipment depreciation does not further occur after the box is deactivated. Only applies before.

 

HDDVR full retail value is $499 but NRF would be $135 if still a returnable model. All regular HDDVRs (non-Genie) are considered non returnable at this point. However if you have a HR24 that was deactivated before it was made non-returnable, then it is still required to be returned to get rid of the NRF. They are still used to refurbish for warranty replacements or upgrades for those who wisely want a full HDDVR opposed to a Mini Genie Client.

 

So there is no scam, but a new return process as already mentioned. Take the boxes to a participating FedEx or UPS store (not USPS) for your free return. Keep receipt showing they took possession and the tracking number for reference.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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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147.8K Messages

3 years ago

Hi @anth9991!


Welcome to Community Forums! Being charged for equipment you have returned will certainly raise questions. I am happy to take a closer look into this. I’ll need a few more details, so please keep an eye out as I will be sending a private message to your Forum’s Inbox. Have a fabulous day!


Jenn, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

i sent equipment back and I’m stilll being charged. Two years ago

Tutor

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1 Message

3 years ago

WORST COMPANY EVER!!!!!  Worst Service Ever!!!  Bills, Bills, Bills, Excuses Excuses Excuses. 

Seriously, I wish I could charge DirecTV for all the wasted time on chats and 800# calls!!!

Now they say we did not return a box, that wasn't even on our account...Another $45 charge

Tutor

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2 Messages

3 years ago

Omg! It’s incredible, I’m having the same problem with Directv, our service was cancelled without our authorization while we were on vacation in Hawaii! Our credit card was charged for service like usual but the charge was $30 more than the previous month so I called in to ask why, I was offered an even higher bill ($45) more than my previous bill and a contract! I refused and said I would check with Comcast to see what offers they had. 3 days later I got an email while we were on vavcation in Hawaii that our service was disconnected. I tried calling 2 more times from Hawaii and I was offered another contract. Three hours total of my vacation spent calling Directv. It’s now Been over a month and we never received a refund until we contacted our credit card . Now Directv has sent us a bill for over $300 which includes unreturned equipment fees. Luckily I saved the receipt with the reference number from the UPS store where we returned the equipment .When we called directv 3 more times we got the run around and asked sarcastically if we had proof of the return. They still have not taken off the fees even though we gave them the receipt reference number! TERRIBLE COMPANY! They need to be investigated! I called the UPS store today and they told me that this happens all the time and a lot of people end up paying for the equipment because they can’t find their copy of the return invoice and they get sick of dealing with Directv, What a scam!

What laws are being broken here? Charging people for equipment already returned!

Tutor

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2 Messages

3 years ago

I forgot to add now Directv claims they have issued a refund to our credit card and we have nt received a dime! It’s just incredible !!!   

Juniper

ACE - Expert

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25.6K Messages

3 years ago

Have them double check if refund issued or just requested. If issued verify if it matches your card and when it was issued (may take a few business days to process from them to the card). If not to card on file, the other way refunds are issued are mailing a Visa prepaid card to you. Hopefully just the processing time of the issued refund. If it was a manual request, they normally disclose up to 10 business days for their back office finance to review the request before approving or denying it.

 

AT&T changed Directv's return process around the turn of the year. Used to be you were shipped a return box. But now, they have you take the boxes to a participating FedEx or UPS (not USPS) store for the free return. I guess it saves money from them sending out more return boxes than needed, or resending for various reasons (such as moved and got no line of sight, but upon cancel the return box ended up going to old address for example). Unfortunately the new process has had some issues with Directv and the shippers being on the same page.

 

Sorry that I cannot look it up myself, I am a customer like you.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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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2 Messages

You are not a customer. You're shilling pawn. Why are there so many of these types of accounts on this forum?

Tutor

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2 Messages

3 years ago

I have had the same thing happen to me.  I returned the genie box on 6/21 and today is 8/21/18 and they are saying I did not return the item. They have even sent my account to collections.  If my credit gets messed up I am going to contact an attorney over $144.00.  I am just amazed at how much they do not care about their customers!   Every time I ask for a manager I am told they are in a meeting.  I have operation id's for the reps that I have talked to and am told the id does not exist.  I am being lied to over and over and over again.  I have been with ATT since 2004 I think and I am ready to walk away from them for good.  I have never in my life had such horrible customer service.  You would think they would try and help their customers in order to try and retain them. 

Tutor

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2 Messages

3 years ago

I just spoke to someone in Chicago.  Vanessa says the way they work is that Att pre pays Directv.  Call Directv and see if you have a credit on your account for the amount of the equipment.  If so have them send you a refund and then pay att the money they say you owe.  You may want to go ahead and pay att so that they do not send you to collections.  Their system is screwed up the way they do it is wrong because we are the one having to go through the frustration. 

kehlp00

Teacher

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17 Messages

3 years ago

I had my Genie 2 replaced and I was sent a replacement along with return infor for returning. which I did.  I have been charge a non-return fee of $135.00 which to date I have not received a credit for.  It as been SEVERAL MONTHS and still waiting.

Contributor

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1 Message

2 years ago

I cancelled service several months ago, due to poor service and high cost. I received a notice from DirecTV that stated my equipment did not need to be returned because of its age. I waited for a while for a final bill. I received a notice that stated the equipment was on there, then not (zeroed out). Then, all of a sudden, I start getting these recorded messages stating that I haven't returned the equipment. I've now given the equipment to charity (because who wants that crap cluttering up my house?). I thought the messages were a scam at first. So, I called the DirecTV 800 number directly, and explained what had happened. They transferred me to another "department', which is obviously another country and outsourcing company, who stated that I have to go to an AT&T store, and show them the notice I received. I've thrown it away people! They can't even keep their own records straight?

 

I've had my cell phone on AT&T ever since cell phones were invented. Through thick and thin. I'm about to switch because I just can't take the very poor, unorganized customer service they give. And, now they've married themselves to an even worse company for customer service: DirecTV.

Contributor

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1 Message

2 years ago

@anth9991

Did this problem get resolved?

kehlp00

Teacher

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17 Messages

2 years ago

Yes I have received my credit for the returned equipment
mggordon

Teacher

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23 Messages

2 years ago

The same thing happened to me, although I did received a box and shipping label. I packed it up, went to UPS where I got a receipt and two months later was charged for non-return of the unit. I called and they asked me to fax them the UPS receipt. It took some back and forth but they finally reversed the charge and closed the case.


I didn't appreciate being considered guilty until proven innocent.

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