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FranklinF's profile



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Thursday, August 13th, 2015 3:13 PM

Missing Newgistics package

I am being billed $706 for failing to return a defective device. This happened months ago. I replaced my defective Samsung Galaxy S6 Edge and had sent it in the mail and followed the instructions to the letter to return the device back to AT&T. I could not get a receipt for dropping it off because the USPS post office said they didnt give them out but i didnt worry because  i had a Newgistics tracking number and thought that'd be fine and i was dead wrong.


Weeks later the package is no where to be found. Newgistics tracking number keeps saying there is no tracking number for the values and i am being charged $706 and my service has been suspended. I had chatted with an AT&T CSR online and she had told me that they recieved the device and she will file a case so that i will be credited $706 to my account but nothing has happened. i contact AT&T again and they tell me they don't have the phone when the last person i spoke to said they did. i have tried almost everything but it seems that i will be forced to pay for a defective phone that i DO NOT have.


Do i have a case here? Is there any where i can report AT&T for this because i KNOW im not the only one with this problem. What are my options??

Community Support


15.2K Messages

9 years ago

Hi @FranklinF


I’m sorry to hear that you have been charged for equipment costs due to a warranty exchange! I’d be happy to look into this for you to determine if we have indeed received the device, and if so, work to have those charges removed. Can you please send me a private message by Clicking Here and include the following information so we may look into this for you!


  • Full name
  • Cell number
  • Best time to reach you






13 Messages

7 years ago

Just find it funny how ATT answered this but absolutely no effort in helping me.
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