Announcements
Don’t miss your chance to add AT&T Protect Advantage. Peace of mind, starting at $15 per month. Open enrollment ends 3/31. See all protection plans.

Tutor

 • 

2 Messages

Thu, Feb 22, 2018 2:39 AM

Being charged for returned phone

I have been an AT&T customer for all of my adult life. In the past 5 years alone, I have spent over $18,000 with AT&T. I have 6 lines and an unlimited data plan; my monthly bill is over $350.

In November of 2017 I ordered an iPhone X for my wife. I received the wrong phone – 64GB of storage instead of 256 GB of storage. As has always been my experience with AT&T, your staff were very helpful, and promptly sent me the correct phone and the shipping labels to return the incorrect phone. My wife and I miscommunicated (as frequently happens), and I thought she returned the original phone, while she thought I had returned it. We heard absolutely nothing from AT&T regarding the matter until January 18, 2018, at which point we were told we had to pay $966 for the original phone. At that time I realized what had happened, and I immediately called AT&T. I was told to return the phone, and a case would be opened regarding the $966 charge. I mailed the phone that day. I again heard nothing from AT&T until February 18, when I received my monthly bill, which included the $966 charge. I again immediately called AT&T, and after 2 hours on the phone with 5 different representatives, was told nothing could be done and I had to pay the charge.

At this point, you have the phone. You are out nothing – the phone is in your possession.

I will not pay the $966 charge under any circumstances. I will cancel my service with AT&T over this matter. That is a tremendous inconvenience for me, and given a long history of good service from AT&T I do not wish to do so. In the process, you will lose many, many years of me paying you over $350 monthly. Given that you have lost nothing, it is inconceivable to me that you actually want to do this. I give you much more credit for your business savvy than this path would indicate.

Please help me in resolving this matter. It is in neither of our interests for you to insist on payment for a phone I do not want, and do not have.

Responses

Brand User
ATTHelp

Administrator

 • 

108.4K Messages

2 years ago

Good morning @perryboat,


Thank you for reaching out to us! I’m sorry to hear you are dealing with this situation; I know how worrisome it must be to have such a large charge appear on your bill! I am happy to look into this for you.


Looking into this further will require personal account information, so I will be sending you a private message! Please keep an eye on your Forum’s Inbox for the message, so we can get this taken care of.


I look forward to working with you on this, and I hope you have a fantastic week!


RiAnn, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

 • 

4 Messages

2 years ago

Having the same issue, and keep getting the run around. please help or someone else will be getting my services

Tutor

 • 

3 Messages

2 years ago

I’m having the same issue. I have proof based on the Newgistics tracking info that the old phone was sent back on 9/27, which was 2 days after I received my new phone, and it was delivered to the Fort Worth TX warehouse on 10/12. However, I still received notices of the phone not being returned, and eventually a charge on my bill for the ‘unreturned phone.’ I’ve spent hours on the phone with AT&T throughout the month, and in the beginning they told me that it could take up to a month for the returned phone to process, but eventually they opened a case to investigate. The customer representative person assured me that I should not be liable for the phone since I did my part by returning the phone, but for some reason the case ended up getting denied because they can’t seem to track the phone once it made it to their warehouse. Another case was opened, and a different customer service person assured me that she confirmed with her manager the charges will be reversed in about 24 hours, and apologized for my wasted time. A week later I still didn’t see the charge reversed, and I called again to find out that the case has been denied again because they cannot locate my returned phone. Furthermore, she told me that I am now out of options because there has been two cases opened and denied already. How is it that I am liable for the phone that was lost after it was returned to the warehouse??

New Member

 • 

1 Message

I am having this EXACT same issue, were you able to get paid back? I am being charged $1400 for a returned iPhone XS Max and my case could not be more similar to yours. I have spent over 15 hours on the phone with AT&T over 6 months!

Tutor

 • 

4 Messages

2 years ago

I had the same thing...Call and ask for the information to the office of the president. Fax them all your supporting documents. They contacted me and dropped all the charges i had. My issue was i had to hve my phone replaced so the numbers didnt match in there syatem.

Tutor

 • 

2 Messages

2 years ago

Hello, I’m being charged for a phone that I’ve returned 4 months ago when I got a buy one get one free IPhone 8’s. I’ve returned both phones until that 14 day period because I’ve decided that I will get the IPhone X. Since then I’m having trouble after trouble to get an answer from the numerous personal that I spoke with regarding why I’m being charged every month for 2 phones that I’ve returned months ago. I’m trying to get this situation resolved once and for all and like everyone who are ok with Att for the past years until now I expect the situation to be remedy.

lizdance40

ACE - Sage

 • 

70.2K Messages

2 years ago

@amitara

Finle a BBB complaint and someone will contact you from ATT upper management 

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*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.

Contributor

 • 

1 Message

2 years ago

I am having the same issue! My son got an upgrade and returned his phone to an AT&T store in Huntington Beach with in 5 days of receiving his new phone.

I keep getting charged $513 for the phone. He called at least 3 times where a customer service assured him the charge would be dropped. Never happens. Then the phone shows up returned to me (I am the bill payer!) almost 1 month later! We have 4 lines so you would think better customer service! Says it was sent in too late! The store must have screwed up! Then I call again and tell the story all over again. You would think they have all the info on file. 45 mins later the CS rep sends me a return label assuring me all will be taken care of. Guess what today I get the phone back with the same letter saying it was sent in to late! This is almost a month after sending it back! I still have the $513 charge on my bill. This has been going on since October 2018!!!! Get your s**** together please! I have wasted so much time talking to supposed CS reps who each time say oh it will be taken care of. Your charge will be dropped by Wed. Then Friday. Then

end of today. Still on people!!!! 

 

Teacher

 • 

4 Messages

1 year ago

I am having the same issue. I provided AT&T the tracking information and i can the device was received and scanned into system. However, they still charged me for the returned device. The denied my case and provided no reason for the denial. CSC Agents are unable to help because the case has been denied. Were any of you able to resolve the issue, if yes how?

Tutor

 • 

2 Messages

1 year ago

My case was resolved in my favor. After at least 12 people told me they had my returned phone, they were keeping it, and they were charging me for it, the 13th said “no problem, we won’t charge you for the phone “. I had to call multiple times a day for weeks and spend hours on the phone each time before stumbling onto the magical representative. Good luck.

Contributor

 • 

1 Message

1 year ago

I pray my mother does not go through any of this. We were just charged for a phone that was returned and we already called CS once when they emailed us that it was not received. We provided the rep with the tracking number and she confirmed that it was the same shipping label/number AT&T provided to us to return the phone. I have all the reps comments in a saved chat correspondence. We've been with AT&T since before they merged with Cellular One (around 2003). I truly hope they make this right ASAP.

Teacher

 • 

4 Messages

1 year ago

I got my case resolved once I filed a complaint with BBB. AT&T Office of President called within 24 hours of case opening and refunded my money. You should try the same. Good Luck!

Tutor

 • 

2 Messages

1 year ago

I finally got my money back after I filled a BBB complaint. I advise
everyone who has this problem to do the same . ##- Please type your reply
above this line -##

Contributor

 • 

1 Message

10 months ago

I talked to 5 different agents over a couple of weeks. Only one of them actually checked their system and confirmed that they had the phone. The rest of them kept saying we don't have the phone or don't worry about it, we won;t actually charge you.

 

The second part of the problem is that they said they cannot remove the charge until it shows up on the bill. I'm not sure if this is a way to delay the process or truly a requirement. I'll follow up once the charge hits my bill. Hopefully they honor their word.

 

It seems like you just need the right agent on the phone. They all have the ability to help, most just don't.

Contributor

 • 

1 Message

9 months ago

Well, it's somewhat comforting to see all these posts (in a train wreck kind of way), to know I am not alone in this situation.

We (my husband and I) have been dealing with this same situation since December 2018 and now are at the point where AT&T has shut off our service, including our Directv since it was tied to the same account because we will not pay for a phone that we do not have.  THE PHONE HAS BEEN RETURNED.  WE RECEIVED THE $200 DEPOSIT BACK AFTER IT WAS RECEIVED BY AT&T THE REMAINING BALANCE WAS THEN CHANGED TO DUE IN FULL INSTEAD OF BEING REMOVED.  I don't know how much more clearly we can state this.  We have the bank statement showing the credit back for the deposit. I have been on the phone so many times with Customer Service I lost count.  I've been accused of paying my bill late until I provided the Confirmation number of the payment, subtly accused of lying about returning the phone and lied to about the charge being removed.  My husband has also tried and has been hung up on 5 times while "being transferred" to someone who could help.  Not to mention every time we start a new call or do get transferred to someone else we have to explain the whole situation over again - come on AT&T you don't keep notes in your system?  This is 2019, get some technology.  Or just get some common sense and people who can and will look at the case realistically and resolve the problem.  We have/had 5 phones with you and a Directv account, paying over $300 a month, paying on time and never late.  I saw someone's advice to contact BBB and you can bet we will.  How are you even staying in business?  Probably not for long.  Do I sound bitter?  Yes, yes I am.

lizdance40

ACE - Sage

 • 

70.2K Messages

9 months ago

@AnnaB2  have you tracked with the smart label number?   

Was the phone factory reset and in correct condition for return?   

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*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.