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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!


Brand User

New Member


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

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


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