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cmd4875's profile

Tutor

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4 Messages

Wed, Sep 5, 2018 2:16 PM

U-verse Non-returned Equipment Fees

I've recently experienced the worst customer service experience of my life.  Two months after I cancelled my U-verse service, I received a bill for $482 worth of non-returned equipment (2 cable boxes and 1 modem).  My local UPS store does not keep tracking numbers of AT&T equipment returns, but were nice enough to comb through their transaction records to find proof I returned the equipment.  I provided the exact day and approximate time of return and the UPS store actually found two records indicating that I returned the equipment.  I returned 5 pieces of equipment in total (4 cable boxes and 1 modem) and the store splits returns into two shipments if greater than 4 items are returned (hence the two transaction records).

 

The two transaction records do not contain tracking numbers, but do indicate that I shipped items to "AT&T U-verse" for a transaction amount of "1 cent" and contain my signature at the bottom.  AT&T will simply not accept this as proof that I returned the equipment.  I've escalated the issue numerous times.  Further, they can't even confirm that they received 2 pieces of equipment and that 3 remain missing.  It seems they never even had a record of me owning 5 pieces of equipment.  

 

Long story short, I'll never pay this bill.  I've never missed a payment my entire life and have near perfect credit.  I'll never do business with AT&T again.

ATTHelp

Community Support

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203.6K Messages

4 years ago

Hello @cmd4875

 

We'd be happy to look into this for you! We'll send you a Private Message to gather more details and start working toward a resolution. Be sure to check your inbox for the message!

 

Aminah, AT&T Community Specialist

Tutor

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4 Messages

4 years ago

FYI to all those reading this forum post.  When ATTCares sends you a private message and offers to help, nothing comes of it.  They just ignored my concerns and referred me along.  I've had hard copy proof from the UPS Store that I returned the equipment for weeks now and still no action from AT&T.  My fraudulent $482 balance is now past due and will be referred to a collection agency soon.

Tutor

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4 Messages

4 years ago

And another update.  I called U-Verse support this morning, briefly spoke with a manager and emailed her my support from the UPS Store.  She said she would investigate the situation with me on the phone... after a few minutes of silence, I realized she had hung up on me.  Thanks AT&T.

Tutor

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4 Messages

4 years ago

And one more update.  I've now officially filed a complaint with the Better Business Bureau. 

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