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Iveym's profile

2 Messages

Sunday, August 13th, 2023 7:37 PM

Charges on my phone bill

I am going to try as calm as possible while I type this. I have spent an hour on the phone and now waiting for a call back to address a charge on my account for a non returned phone.  I returned the phone back in May of this year (2023).  Was told that my new phone would be shipped upon receipt of the old phone.  Here it is August of the same year, new phone in hand and am now being charged $777 and change for a phone that I mailed back.  No, I no longer have the tracking number for that package, as it was mailed 90 days ago.  How am I now responsible for the $777 for the phone that I returned.

Accepted Solution

ACE - Expert

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28K Messages

10 months ago

File a complaint with the BBB.  Those are forwarded to the OOP.  Hopefully they can help but without a tracking number……

Lesson learned: KEEP TRACK OF ANY RECEIPTS OR TRACKING NUMBERS INDEFINITELY.

2 Messages

10 months ago

SKEETER, that sounds like exactly what I am going to do.  I just don't understand how they can tell me that they will not send the new phone until they have received the other, yet here I am 3 months later with that new phone and a claim that they have not received the other. 

Community Support

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232.9K Messages

10 months ago

Hello, @Iveym. This is not the experience we want you to have, and we're here to help. 

As this is device and account specific, we'll need to meet in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once you're there, we can continue this over the phone or in chat if you'd prefer.

We'll be awaiting your response. 

Goodacre, AT&T Community Specialist

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