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misa77's profile

Contributor

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1 Message

Tue, Jun 12, 2018 1:54 AM

Closed

FRAUDULANT NON- RETURNED EQUIPMENT FEE

I have to say that being an AT&T customer has been one of the worse decisions I have made. 

 

I have had uverse with AT&T for well over 5 years and I've never had an issue until now. 

The weekend of March 2nd my neighborhood had a close to 3 day power outage.  

When I returned home (I went on a mini vacation) that Monday my uverse box was not working. 

I called AT&T troubleshooting  and spent 40 minutes on the phone with a CSR. 

She determined that the box had been blown out due to the outage and the fact that it would not power on. 

She informed me that she was sending a new box but I must return the old one or be charged.  

I received the box 2 days later and immediately packaged up the old, non working unit. 

 

I dropped the box off on March 11, 2018 at UPS. 

2 months later I was charged $150 for non working , blown out equipment (no fault of my own) that I returned. 

 

I have spoken to at least 7 people.  

 

The first one discovered that they did have the equipment and proceeded to reverse the fee but told me that they couldn't do it and that I would have to call tomorrow. 

 

The next person gave me an account credit for $212 dollars which I was opposed to because the charge was fraudulent and AT&T admitted their mistake several times will I was on the phone. 

 

I was then transferred to a manager who refunded me my money but told me that the $150 non returned fee will be removed due to their error. 

 

I was more than upset to discover that this wasn't the case when I received my next bill.  I immediately contacted someone through chat who told me asked for the UPS tracking!!!  It's JUNE !! Who keeps receipts for this long?  And if they are looking at account notes, don't they see where the ball was dropped on removing this erroneous charge!!?? 

 

This person then had tech support call me!!  What is tech support going to do!??

 

I then spoke with someone the next day who told me that she is opening a case to find out where the equipment it is! 

What !! ?? Did you not read the notes attached to my account??  

 

This is unbelievable .  So AT&T tells me they have the equipment and the charge is a mistake on their part, reverse the charge give me a credit instead of a refund, then give me a refund but put the charge back on my account and is now asking for a tracking number from March for returned equipment that was blown out during a power outage even though they admitted that they have the equipment!!!???

 

Once my contract is up I WILL be taking my business else where.  I have never been so disgusted with a company in my life.

 

Despite the amazing internet I will not be recommending ANY AT&T products or services to friends and family. 

 

 

 

ATTHelp

Community Support

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196.1K Messages

4年前

Good morning @misa77!


Thank you for bringing this concern to our attention! I can definitely understand how you feel about this situation, and I’d like to offer you an apology for what you have been through. This experience doesn’t reflect the type of service we strive to provide, and I’d like to personally assist in addressing this matter. To look into these charges and explore solutions, we’ll need to gather some account details. So we can communicate through a secure setting, please reply to my private message, which is found in your Forum’s Inbox.


I hope you have a wonderful day, and I look forward to continue assisting!


Anabel, AT&T Community Specialist

Contributor

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1 Message

4年前

Same thing just happened to me. I dutifully dropped off my RMA'd unit, with the shipping label back on June 19th. A few days later, I got a letter stating that the equipment was not returned. I just assumed it would take a few more days to arrive and process. The next bill had $150 charge on it. Called to get that removed and they said they had to escalate the call. No word back. The next billing cycle another new charge arrived. I called a couple more times and they said since I didn't a receipt from a couple months ago, they had to charge me. I also tried to go through @DirecTv. Chatted with a couple of different techs who wouldn't budge. It was all on me, even though I have equipment insurance.

 

So, I cancelled service today. Easiest decision ever.

Contributor

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2 Messages

4年前

This is your company scam.  I have the same issue, actually HAVE THE RECEIPT and AT&T had the audacity to tell me that because there is no tracking number on the receipt, I needed to GO TO THE UPS STORE where I returned the equipment and ask for a tracking number.  I told them that was outrageous, asked them to call the UPS store with me on the phone and they said THEY DONT HAVE THIS CAPABILITY!!! So, I called the UPS store, where an actual person took my call and told me the truth in 5 minutes.  AT&T does this to trick you into paying.  AT&T returns don't get tracking numbers through their returns, they know this and it happens all the time. 

 

You may get this $150 dollars out of me but it will be your last.  I will quit the entire freaking internet before I give you one more dime. 

 

[Inappropriate content removed]

New Member

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8 Messages

2年前

Oh my god I’m so sorry to hear this happened to you but am glad it isn’t just me. I’ve spent a total of 50 hours on hold and when I do get through to someone I get all sorts of lies. “Don’t worry we got it to we’ll refund it” was told to me 3 times. Finally I disputed it with my credit card company and then att recharged me a couple days ago. 

New Member

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2 Messages

10分前

Same thing happened to me!!!!! I returned the equipment and they still charged me 325! i did not know this so i went to collections!!!!!

I been on the phone for hours and spoke with a bunch of inept people and nobody can help me and they keep asking me for the tracking number. I never got one...I called the UPS store and they said the same, they do not provide for tracking numbers.

This company is a scam and they STEAL MONEY FROM CUSTOMERS !!!!!

New Member

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2 Messages

10分前

I Returned the equipment a year and a half ago and you still charged me for it and also took me to collections!!!!!

I don't have a tracking number because UPS DIDN'T GIVE ME ONE.

YOUR COMPANY IS A SCAM AND YOU ARE ABUSING CUSTOMERS.

TAKE ME OUT OF COLLECTIONS!

New Member

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12 Messages

4分前

They are the ones that print the pre paid label and of course it ties to the account at hand. You see if ups was the one that prints out the label you can easily track the label that was mailed wasn’t traceable. They also know that with a prepaid label you just drop off I mean we obviously aren’t going to try and track a box that has a pre paid label from the very place the box is going. Each and every person’s story is exactly the same which only gives a obvious conclusion this is criminal. To knowing ruin someone’s credit, cause someone who has done nothing but pay their bills on time every month and return the equipment as told to find out that your years of service with them wasn’t valued. The lady that seemed so nice on the phone explaining how easy the process was when it came to returning my modem knew that I was going to fall victim to the $150 charge. It’s sad that a company would train employees to lie. Lie no matter what . The reason for all the transfers is because call center workers have chat up and they are telling each other what’s going on and they transfer transfer never having a manager to talk to but I emailed the CEO today.

ACE - Expert

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22.8K Messages

4分前

Please do not resurrect a 4 year old thread.  Closed.

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