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2 Messages

Sat, Mar 28, 2020 7:13 PM

Called twice for a box/prepaid return to be sent for att next trade in and nothing has come except huge charges!

Att next program required that I return my iPhone Xs max. My new phone was hand delivered by “att ready to go” . The representative did not give me any box or label to ship my old phone back.

I have called twice to request that something be sent to me so that I can return my old iPhone within the time it was due to avoid charges. The last time I called was beginning of February and the service rep said a box would be delivered in the next 7-10 days.

I haven’t called again because every time I call it takes a very long time to connect with someone. Now I have a $200 charge on my account for the unreturned phone! This is crazy! I need someone to actually help me - I’ve done everything I was supposed to do and it seems att isn’t following up on their end with getting product back so that they can charge people fees!

Responses

Brand User
ATTHelp

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120.6K Messages

2 months ago

Hey there @MaraStanton!

 

We can look into those charges for that device for you. Unfortunately, the fee is valid, as the device should have been returned within the 14-day period following cancellation of the service.

 

During the return and exchange period, it's possible to return or exchange your device if you purchased directly from AT&T through one of the following:

  • Corporate-owned AT&T retail store
  • Over the phone from AT&T
  • Online from att.com

Additional information about device return may be found at AT&T Device Return Policy.

 

Lar, AT&T Community Specialist

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New Member

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2 Messages

@ATTHelp Hi there! I would like to speak to someone if they can pls give me a direct line. I have called and requested the proper supplies to return and did not receive, When the customer service rep said they would

Send them. Hoping to remedy this quickly as i do not know if I can return anywhere with the closures due to COVID-19