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Tutor

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4 Messages

Thu, Feb 15, 2018 10:43 PM

Why am I being charged for returned equipment?

My wife has become legally disabled in the past 3 years and I have had to deal with AT&T over returned equipment. She opened the account and we had nothing but service problems, which is why we dropped them. They said they received the equipment we shipped from UPS store. But because I did not return it within the three month period from cancellation of service that I am stuck with the equipment charges, and they are keeping the equipment.

 

How can you charge $900 for the equipment we no longer have possession of,  tell me that you received it back,  send the amount to collections, then hammer my LEGALLY DISABLED wife's credit files, mailbox, and phone wanting money.

 

NOT RIGHT, I was told by collections at ATT nothing can be done about it.  So I resort to the internet to give my opinions, and to warn others ......

 

You have the equipment and still want me to pay you for it. What gives? I hope a PR representative or CS Agent is reading this.

Responses

Contributor

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1 Message

9 months ago

Ok so to clarify; returning the equipment after 21 days but before 3 months will refund the charges?

 

thanks

Contributor

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1 Message

6 months ago

they did the same thing with me. I have the papers for the returned phone and I am receiving letters from collect agencies about this matter.

Contributor

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2 Messages

4 months ago

I returned my equipment way before the deadline!  Yesterday my credit card was charged $195.  for unreturned equipment.  Today I finally received an email that my equipment has been returned.  I need my $195 credited back to my card immediately!

Contributor

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2 Messages

4 months ago

I am so astronomically annoyed right now.  Have not yet spoken with ATT because I only just received my bill - they never managed to even add my apartment number to my mailing address so I only just got it.

 

Anyway I was told on the phone when I cancelled that I DID NOT NEED TO RETURN THE EQUIPMENT. 

I even checked online and found the following link FROM MY OWN ACCOUNT : https://www.att.com/esupport/article.html#!/u-verse-tv/KM1009508

 

It says: "DIRECTV®, U-verse TV®, AT&T Internet, or Fixed Wireless Internet service - Were you instructed to return your AT&T equipment? If so, look in your email, spam folder, or mailbox for the detailed instructions we sent you. Or, just see the Where to take your equipment section."

 

So let's see - they told me NOT to return it on the phone, and also EXPLICITLY say on their own website that not all customers need to return U-Verse equipment.

So I'm good right... Of course not.

 

I will speak to them in the morning. I still have the equipment, but it's now exactly at 3 months since I cancelled - so I'll see how far I get.

 

> A.  Verbal agreement vs. TOS.  Not sure that would hold up in a court of law.

Moral of the story is ALWAYS RECORD THE CONVERSATION when you cancel.

Contributor

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3 Messages

3 months ago

Please, I returned equipment on time and AT&T acknowledged receipt of equipment and still charged me $10/month for two years after acknowledged receipt of equipment! Have tried to cancel three times in the last month and I still have service, but I got a letter stating I have two weeks to send it back, and the equipment from two years ago is listed in the letter as needed to be returned! AT&T is a total joke! We have pulled all services!

Contributor

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2 Messages

2 months ago

I was a loyal AT&T customer for 8 years. I decided to cancel because my cable bill was getting to high. I followed the return equipment instructions within the 21 days with UPS within the month of August 2019. I had expected my $30 credit on my account would be mailed to me by check. Then I get an email about charging for equipment not returned only to get an email in October from AT&T confirming receipt for 2 of the 3 pieces of equipment. Spoke to CS who did not have that logged in her system, but was told the 3rd piece of equipment was undelivered. So I'm asking why would I keep a piece of equipment I cannot use when I am now under a new provider? It was all return period and like everyone else it is a scam to never give a former customer credit or make sure they pay for "missing equipment" that is probably in shipment or reused but never scanned purposely. No matter what the ATT&T Forum Rep says on here. ***** AT&t WILL NEVER HAVE MY PERSONAL BUSINESS AGAIN AND WILL REMIND MY FRIENDS AND CO-WORKERS TO LEAVE AS WELL.

 

[Per Guidelines: Keep it Relevant and Appropriate]

Contributor

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2 Messages

2 months ago

I totally feel for you!!! I finally got a cash card for the almost $200
they charged me for. Get this - I still get a bill every month for 0 on
the account they say I don’t have any more!! They sent me a card because
they couldn’t credit my account because they said I don’t have an account!!
They are so messed up and I would never recommend AT&T!!!

New Member

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1 Message

1 month ago

W dropped Spectrum for ATT. We told ATT we did not need or want their modem. The service agent said we had to take it and then we could return it when we bought our own. That turned out to be a nightmare. We found the identical modem, with ATT logo, online for $25 instead of $10 per month or $120 / year. Returned the "new" modem to ATT. They kept charging the monthly lease fee. Called to have the fee removed. We were told they could not remove the monthly lease fee and we had to use their proprietary modem. We explained we "were" using their proprietary modem. The lady at the call center in India kept insisting we had to pay because it was part of the agreement. We told her we would not pay for a modem we were told we could return and have returned. We informed her that we would sue ATT when they shut off our service for failure to pay the monthly lease fee of $10. The agent finally turned us over to customer relations with a real Murican in Dallas TX. After explaining we were told we could return the modem by their own agent and we had our own modem and we had experienced similar pricing problems with Spectrum, the agent lowered our monthly charge by $10 and credited the 2nd month of charges.

It is unbelievably easy to sign up or add services which increase your monthly payment to Spectrum or ATT. It is extremely difficult to remove or cancel service with either. At least that is our experience.

ACE - Expert

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12.8K Messages

AT&T services require the use of LEASED AT&T equipment. If you find an AT&T branded gateway (modem) it is stolen. If you manage to get said modem provisioned, it will incur the monthly lease fee. There are new customer promotions that have the $10 fee rolled into the price but everyone pays it, one way or another.
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*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.