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medatom's profile

Tutor

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4 Messages

Sun, Mar 8, 2015 12:06 AM

Charged for the returned device

Hello all,

I was an ATT customer for a long time. Recently i upgraded two of my lines (two same devices) and since one phone had issues (random reboot) i got the phone exchanged. I returned one of the phone to ATT warehouse and they received it on 01/19/15. However i got a message from ATT that i would be charged $540 for not returning the device. I was on the phone with ATT on 02/15 and then again on 03/15 for more than 3 hours each day.

Today i was told that the issue is that the wrong IMEI device was received and so i have to pay the cost of the phone. When asked about the returned device, i was told the ATT can not do anything!!.

Just wondering what would be my recourse in this case? Obviously ATT had received my phone and they say its the wrong IMEI. This is not acceptable that ATT would keep the phone and charge the customer on top of that as well.

 

ACE - Sage

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97.4K Messages

7 y ago

I'm stumped. The IMEI numbers must have been recorded wrong either at the start or now.
Take whatever information you have, boxes, and the other phone, and see if the IMEI number can be fixed.

I will hope a mobility specialist will check in...

(Did you buy the phone at full price?)

Tutor

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4 Messages

7 y ago

Thanks for the response. I bought the refurbished ones. Both phones are the same color and make.

Any help would be greatly appreciated. The issue i had originally (random reboot) i have it on the other phone as well. As you said , i am not really sure when the imei number was entered wrong either initially or at receiving.

 

Community Support

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15.2K Messages

7 y ago

Hi there @medatom

 

I’m sorry to hear that there was a mixup in your device return! I’d be happy to help! Can you please send me a private message by Clicking Here

with the following information?

 

  • Full name
  • Email address
  • Cell number
  • Device IMEI (if known)
  • Tracking number (if known)
  • Date returned

 

Thanks,

Charise

Tutor

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4 Messages

7 y ago

Thanks Charise. I tried to PM somehow it does not work. I tried firefox and IE as well. Is there any other mean i can send the information?

Thanks agan

medatom

Tutor

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4 Messages

7 y ago

PM started working. PM sent. Thanks for youe help.

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