Being CHARGED for a phone we SENT BACK (which we have confirmation of)!!

File an BBB or FCC complaint based on return received by ATT and someone who can fix it will contact you.  

My bet is the wrong label may have been used to send phone, so it went to the wrong place.  

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@BOLCLC wrote:

BEWARE OF AT&T...they STEAL from you!!! We wanted to upgrade to the new iPhone XS Max via AT&T, which we have been with for a long time. We ordered it online via AT&T and they sent the new phone, plus a box with a return label to send our old iPhone X back in, which we did well within the allotted timeframe. We had CONFIRMATION that the package we sent ARRIVED at the shipping address that AT&T had on their label. Then 'H-E-Double Hockey Sticks ON EARTH' began as we started getting notices that AT&T was STILL going to charge us for the remainder owing on the previous phone (over $500) saying they had not yet received it. We spent COUNTLESS HOURS on the phone with their customer service over the course of many days who GUARANTEED US that we would NOT be charged for the phone we sent in. GUESS WHAT?...it appeared on our bill!!! So we then spent an entire evening talking with multiple so-called reps from AT&T..and the calls kept mysteriously dropping. We finally got on a call with a supervisor who kept giving us the run-around saying a 'case needed to be opened' to get the erroneous charge off our bill...which could days to even review. We have ZERO CLUE what will happen. This is the BIGGEST ILLEGAL RACKET going on. It is THEFT to say the least. You package and send back your phone with the label 'they give you'...you get confirmation it arrived...and AT&T STILL CHARGES YOU! This is CRIMINAL. Our total time wasted on multiple calls was well over a half day and we were given BOGUS information each time. OUR TIME IS VALUABLE...and we couldn't even get a credit on our bill for the HASSLES and HEADACHES we have been going through (and still are). Seriously, DO NOT renew any contracts you have with AT&T! Their customer service is HORRID..and what they are doing to their customers by putting charges on bills for returned phones IS a CRIME. 

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Are you familiar with Hanlon's Razor? "Never attribute to malice that which is adequately explained by stupidity"

AT&T's not trying to steal anything, there's nothing criminal going on. It's just plain poor systems. 

Obviously, that doesn't fix your issue, so definitely contact the FCC or BBB, but that's something to keep in mind during your interactions with AT&T. 

Thank you for your reply. The label we used was the only one AT&T provided..and even their customer service rep verified that is the correct location. We even have an email from the location that was on the label stating the phone was received. Yet AT&T is STILL trying to charge us for the phone (over $500). We followed the instructions to a tee. AT&T should be dealing with the business that receives their phones (the one on the shipping label) regarding the whereabouts of the phone after they recieved it. But instead..AT&T is charging us. This is absolute ABUSE and they are fraudently billing us for something that is out of our hands (literally). We can’t begin to say how disgusting this is. We have been given empty promises by AT&T reps and supervisors that this would be taken off our bill..yet it is still on it. This is criminal. 

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@BOLCLC wrote:

Thank you for your reply. The label we used was the only one AT&T provided..and even their customer service rep verified that is the correct location. We even have an email from the location that was on the label stating the phone was received. Yet AT&T is STILL trying to charge us for the phone (over $500). We followed the instructions to a tee. AT&T should be dealing with the business that receives their phones (the one on the shipping label) regarding the whereabouts of the phone after they recieved it. But instead..AT&T is charging us. This is absolute ABUSE and they are fraudently billing us for something that is out of our hands (literally). We can’t begin to say how disgusting this is. We have been given empty promises by AT&T reps and supervisors that this would be taken off our bill..yet it is still on it. This is criminal. 

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Of course they should. But they are not going to unless the person who can fix this gets involved. Filing an FCC complaint will get you in touch with that person.