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Flightpro21's profile

New Member

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6 Messages

Sunday, January 22nd, 2023 6:07 AM

Getting Screwed out of $500

Had to resubmit my rant. I was out of town and didn't know I had responses. This website "closed" my question. I'm not sure how to re-open so that why I'm reposting

ATT is trying to scam me and pay for their mistake!

The following is the most utter corporate (Edited per community guidelines) I’ve ever heard in my entire life!

I recently upgraded to the iPhone 14 promax on the upgrade program (that I pay extra for each month) in October. AT&T sent me my new phone along with “their” shipping label and box. I did all that was required wiping the phone etc. etc. box it up, dropped it off at the UPS store… now in retrospect, the one thing I did not do was take a picture of that tracking number! I never have had to do that in the past, as this is not my first, second, third, fourth or fifth time upgrading a phone.

I got a random email from AT&T saying that they’re about to charge my account over $500 because they can’t seem to find my phone that I returned to them and they’re telling me there’s nothing else that can be done . I talked to a total of three customer service agents. all of which gave me a different story and at the end of the last story. the rep told me that for these upgrade phones, when you return them, they don’t actually go to AT&T! they go to a third-party who opens them, then sends a message to AT&T  about how much money to refund someone’s account. In my eyes this could be gotten lost anywhere along the food chain, either with UPS, their third-party (Edited per community guidelines) or AT&T themselves. I kept that phone in pristine shape, with covers on front and back side. There was a(Edited per community guidelines)olutely nothing wrong with the phone so there’s no reason why , I wouldn’t receive full credit for it. now they’re trying to tell me there’s nothing that can be done, which is complete hogwash …there is always something to be done. one of the techs that I talked to said that they had the package but not the phone. The other tech said they can’t find the package, then the third tech (told me about the third-party crap) that they couldn’t find anything. I need help I can’t afford this massive amount and if they don’t rectify this quickly, I’m just gonna cancel the account and instead of my wife coming over to my phone plan I’ll go over to hers on Verizon because this is complete crap !!!

i’m reaching out to a few YouTube influencers that I know to make a video about this because this is ridiculous corporate (Edited per community guidelines)!!!

ACE - Sage

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117.6K Messages

1 year ago

One of the questions I asked you is did you have proof that you mailed your phone.

No matter where you drop off your phone you get a printed receipt which proves that you mailed your phone. Without proof that you mailed the phone, if AT&T says they don't have it, and there's no tracking to show that it entered the system which would be other proof that you mailed the phone, you are on the hook for the remaining cost of the phone.

So again, do you have proof you mailed the phone? In the form of a printed receipt.

   I have mail/ups receipts in my wallet that go back to July, including 2 for trade in phones. 

If UPS or the Postal Service messes up I have proof that I mailed my package, and both phones.

ACE - Expert

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14.3K Messages

1 year ago

Should they have received the phone within 30 days? It would be nice if you’d kept the tracking info to know for sure, but did you mail it within a week or two, or wait until day 25?

The only thing that might help is filing a BBB complaint. The person that responds will have the authority to resolve the situation even if the phone can’t be located. 

Community Support

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232.1K Messages

1 year ago

Hello Flightpro21, let's get you pointed in the right direction for support.

 

To start the process, You will need to file a claim with USPS. Once you have completed that step, reach back out to us with the claim number.

 

Let us know so that we can investigate.

 

Thank you for reaching out to AT&T Community Specialist 

New Member

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6 Messages

1 year ago

I don’t know how to get in contact with you via the instant message option. Can someone please contact me?

New Member

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6 Messages

1 year ago

Just like I said in my original post, I normally always take a picture of the (Edited per community guidelines) tracking number but I was just not thinking about it at the time dropped it off and left

(edited)

New Member

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6 Messages

1 year ago

To ATThelp

I can’t file a claim bc I don’t have the tracking number. Also I used AT&T’s label that they sent me. Why don’t y’all have a record of that?

Community Support

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232.1K Messages

1 year ago

Hi Flightpro21. Let's meet in a Direct Message (DM) to discuss that charge for that phone you returned.

 

Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

When it comes to sending in your trade-in there are a few recommended steps that you will want to take. As advised under "Before you ship, Make Sure You" at How to return your trade-in to AT&T - Information and Help from the AT&T Community:

  • Reset the phone to remove all of your data, text, pictures, and passwords
  • Remove the SIM card
  • Take pictures of your device, front to back
  • Take a picture of the tracking number
  • Return the device within the offer window. Not returning your device voids the AT&T Trade-In Offer.

However, these actions are dependent on the kind of trade-in that you have: 

  • Device Trade-in: Customers who own their device, can trade it in and apply the value toward the new device cost in AT&T retail stores.
  • Down payment: Customers can put money down at the time of purchase to apply towards the new device cost.

Be sure to watch for the message we're sending in the DM so that we can look further into this for you.

 

Lar, AT&T Community Specialist

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