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skrilled's profile

Contributor

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1 Message

Friday, May 22nd, 2015 1:30 AM

unreturned equipment fee

In March of this year I ended up moving. I was told by AT&T to return my equipment at the closest UPS store. Not even 3 days later, I returned my equipment and was given a receipt. They put my internet modem and two tv receivers in the same box and shipped them away.

 

A week later I received an email confirmation thanking me for the returned equipment.

 

Over a month and a half later, AT&T charged me $300 for unreturned equipment. I called the same day my bill was issued and the representative I spoke to told me they were able to locate the equipment and that they were creating a ticket to have the money credited back.

 

A week later nothing, so I called again. Same deal - was on the phone for over a half hour and was given the same exact story.

 

A week later, nothing again.. So I called once more. This respresentative said they would add a "payment arrangement" in order to ensure that my account was not suspended due to non-payment, that they have the equipment, and that it should be credited to me before the arrangement ended.

 

I called again today as there's still nothing. I spent over 2.5 hours on the phone with AT&T. I initially spoke to a guy in billing who claimed they found the equipment, then 10 minutes later claimed they only had the modem but not the two receivers despite the fact that they were mailed in the same box. He transferred me to his supervisor who spent about 30 minutes on the phone with me before telling me that a credit would be issued for the $300 and that he was transferring me to the person who would handle that.

 

I looked down at the clock and it was 5:05 when he transferred me. He transferred me to someone in the technical support department who informed me that he can only credit me up to $30. He asked if I would call back tomorrow while the billing department is open. I explained how I had been on the phone for 2 hours already and that it was a supervisor from the billing department who transferred me to them. Apparently he transferred me so that he could get me off the phone and go home. The supervisor in technical support said he's opening up a ticket for me, so this will be the 3rd or 4th ticket that gets opened and probably will never be resolved.

 

I've read hundreds of complaints online of this happening to other people. I don't know how to prove the equipment was mailed when all 3 items were in the same box, and they claim they only received one of them. 

ACE - Professor

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2.6K Messages

9 years ago

You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.

 

To check for their reply, click the little blue envelope. envelope.png

1 Attachment

ACE - Expert

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35.8K Messages

9 years ago

@skrilled, I agree with Jeffster, don't call any more, PM the team at the link he gave. They will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

 

If they haven't fixed things to your satisfaction by this time next week, please post a reply here and let us know.  We'll make sure the AT&T Community Managers see it and follow up.

 

Tutor

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4 Messages

6 years ago

I had the same thing happen to me. Have them search for the equipment by the router number on the box. I luckily took a picture for the wireless login. They were able to find it and clear the amount owed. 

 

A community need to be formed for their flailed processing system. 

Tutor

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4 Messages

6 years ago

I had the same thing happen to me. Have them search for the equipment by the router number on the box. I luckily took a picture for the wireless login. They were able to find it and clear the amount owed.

A community need to be formed for their flailed processing system.

Tutor

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5 Messages

6 years ago

The same thing is happening to me.  I dropped off 3 receivers at UPS (as instructions by Directv) on Jan. 29th.  They gave me a receipt with a reference number, not tracking number.  They said they put all 3 receivers in the same box and would add to it until the end of the week.  They would send it out even if it was not full.  I waited two weeks and heard nothing from Directv so I called them as I had a refund of $95.00 owed to me.  After 30 minutes on the phone, they said they did not receive my equipment.  I waited an additional week and called back, 30 minutes on the phone with them asking me to come back to Directv.  They eventually transferred me to billing.  I was told that my equipment WAS returned and my refund would go out withing 21 to 30 days.  I asked for an email confirmation for my return.  They said I would receive that withing 24 hours.  I waited another week with NO EMAIL and called again.  Another 30 minutes on the phone trying to talk me into coming back, then transferred to billing and was told they have only received ONE of my receivers and I would have to pay $90.00 for the two "unreturned" receivers.  I asked for a Manager who actually knew LESS than the rep. I was speaking to.  I was told my issue would be "Escalated" and I would receive a call back.  I received a call back but was not near my phone when it came through.  They left a voicemail with a number to call and a PIN number to use.  I called within 10 minutes and when I tried to use the PIN, it said it was expired or incorrect.  I called back again and spent another 30 minutes going through the same CRAP as always.  They said it would be "Escalated" again.  I never received any email or anything.  I DID however receive an email/bill from them saying I owed $90.00 for Unreturned equipment.  The bottom line is I've called in so many times that I'm not even sure how many times it's been.  The last time I called in was Friday, March 9, 2018 and after 45 minutes of transfers, etc. I DEMANDED that they get this taken care of.  I told them that they received my receivers but have somehow misplaced two of them.  I said something of the following: "You have misplaced the receivers and it is NOT MY FAULT, I DO NOT WANT to be "Escalated" again.  I want my refund or I will file a complaint with the FCC."  She FINALLY said she would take care of it after saying she would "escalate my issue" at least 3 times.  She told me that she would enter a credit for the equipment and I would receive an email confirmation within 48 hours saying as such.  My refund would take up to 30 more days.  I said the 30 days was fine as long I receive the email confirmation, confirming that this was all handled as I DO NOT WANT TO CALL BACK AGAIN.  Well, time's up and I have not received an email confirmation or anything else from DIRECTV.  I believe they just want you to keep calling back so they can try to talk you into coming back to them.  I was a customer for over 5 or 6 years and referred them many friends.  I only left because my bill went up to around $100.00 for the basic package.  I called at 3 different times to see if they had any package to offer me that was a better deal.  They always said no, they are only for new customers.  This was until of course I actually cancelled my account and signed up for DISH.  

If they do not return my money I will file a complaint everywhere.

Sorry this is so long.  I needed this much space to release some of my anger with this company.  Every time I call I feel like my head is going to EXPLODE......

Thanks for listening..... 

Tutor

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4 Messages

6 years ago

Me too I went to the ups store to return 2 mini genie, in March 2018 at the same time they kept charging me for an extra tv it took 3 months of calls to get that taken off my acct, may 25so I had enough and canceled direct tv now they say they haven’t rcv my genie, going to call them again today, ups store told me always keep your receipt from the ups store for direct tv is well known to the ups store for non return equipment, 

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