Newgistics "Lost" my return!!!

This is happening to us. I am a disabled and very sick individual . I received 2 iPhones from ATT ON June 30th . Decided to return them . Sent them back in the same original packaging with the original receipts and customer invoice information. They sent me the phones with one return label . They told me to return the phones via USPS using the one return label . The post man took the phones we packaged them , sealed them and returned them on July 5th. I received an email from ATT stating one phone was received and credited. I’ve been on the phone all day only to be told they will investigate the warehouse receiving department to determine where the other phone is that was in the same box and for me to call back on 72 hrs . I’m exhausted and worn out and will never do business again with ATT. I’ve been with them for 14 years . 

I have been dealing with this same issue for almost 10 MONTHS!! They seem to give everyone the same answers and continuous circle of I'll transfer you, and I'll call you back after looking into this with never receiving call back or resolution. It's crazy how many of these stories and threads are so similar and ATT continues to blame their customers and give no resolution. I am ready to take legal action. 

I returned my phone on September 15, 2020 and it has been almost two months and ATT has no record of the phone being returned.  Smart label tracking is useless. ATT has charged my account $175 for the phone that I returned months ago.  USPS states that Newgistics picks up the packages for ATT and there is not information through newgistics about the phone.

@BusterBrown9

So you do have tracking for the postal service and it says it was picked up by newgistics. The same tracking number should work on the newgistics website. Do they ever show the phone was received by newgistics?

Your best bet is to file a lost package complaint. You should also file a Better Business Bureau complaint so that AT&T will take a closer look at the Smart Label tracking information

I agree. This time I purchased our devices through apple as well as our insurance and let them process the att piece . Can’t deal with the exhausting process overall with att

I work for USPS. What I have found or noticed in this matter is:

AT&T provides customers with the tracking number that is not part of the USPS tracking number that is scanned accepted by USPS, so essentially it looks like your package is not trackable or was never dropped off at USPS. Newgistics smart label tracking is a joke. I encourage you all to make sure you take a photo of your package with the tracking return label on it with a date stamp on your image so you have not only the number provided for Newgistics, but also the actual USPS tracking number which usually begins with 9202, and you have a date stamp on your photo to show that it was packaged with the return label on that date. Then take your package to the front counter at the USPS and make sure the clerk at the window scans the package accepted, and see if there is any way you can get some kind of receipt.  This proves to AT&T that you did in fact drop your item at the Post Office. Usually the packages in our office for returns are held until we have a significant amount to send out, being a small office, however, this is not the case everywhere. Also, another tip is to contact AT&T the same day the package is mailed and scanned by the window clerk to let them know you have dropped off your return. 

This is a difficult process, and it does take entirely too much time to get these returns back to AT&T. I have seen customers phone returns claimed "lost" by AT&T, "never shipped back for return", etc.

You are not alone. This is a faulty service offered by AT&T and Newgistics. USPS is happy for the business, and we do everything we are trained to do with these packages, including 3 different scans before adding the final pick up scan by the freight return service. There is a customer service number for AT&T that they do not give out: 800-331-0500. The people at this number have been said to be able to solve any customer related issues. I'm not sure how accurate it is, but it has helped a few of my customers.

Best regards, and I hope this helps. 

I returned my old phone to ATT through my local post office and to be transferred to Newgistics, Inc since May 2020 but the phone was never received. When I check the status of the phone online, it shows that phone was picked up

The shipping agent mentioned is newgistics. 

As mentioned, file a BBB complaint. It takes 2 minutes online, they will call you.  Usually response is in a couple business days. 

Reading through these post I have no idea if I’m in the right area or not. But seems like it’s a ongoing problem with AT&T 

   I’m at my end with dealing with this. I’m at the point of small claims court or a lawyer. It’s been almost a year of circles and non stop nonsense. 
    Last July 2020 I ordered a iPhone 10 max. Next day received the phone. I right then opened the box and rewrapped it with the return label and dropped it with a representative at UPS for return. It was scanned in by UPS. 
   From there the USPS picked it up and scanned it in. Proof the post office had taken it. From there the supervisor of the USPS told me it was picked up on a specific date and time by an AT&T carrier and scanned in. Then to be delivered to AT&T. 
   After ridiculous amounts of calls to AT&T for hours getting different answers each time and the runaround. Even going into the stores with a manager calling getting different answers and lied too as well. Calls and meeting a supervisor at the Post office and UPS. The phone is nowhere to be found. 
   Yet I have been billed every month for a phone for almost a year now I have not had. 6 claims with AT&T all ending in the same. 
   With a manager at one of the stores she spoke with a manger on the phone regarding this with all of the proof from both UPS and USPS. The person representing AT&T claimed the phone was scanned in. No usage has been used on the phone. It shows it was picked up by the carrier but also shows it’s still sitting at the Post Office. We were given a claim number and told no way I was responsible for this phone. 
  Again going back to the post office..weeks into months given the runaround. They blame each other. I then went back to the same store with that manger who called again giving the claim number given by AT&T the last time. The person then said AT&T does not use carriers from the post office. It’s delivered to them direct from USPS. That I am responsible for the entire amount of the phone until it’s scanned in the AT&t warehouse. Unbelievable! Even the store manager was extremely mad and being lied too. 
   I then called to cancel my additional line I did not need any longer.  By 4 representatives I was told if I canceled that line I would receive a bill for $1,300 for the balance of the phone. It made no sense! The additional line was never hooked up to that phone. It was hooked up to my 8 year old son’s emergency phone! If I didn’t pay the phone balance my phone would be shut off! 
   Just non stop insanity that made no sense. So for the last 10 months I have had to pay for a additional line not needed and a $1,500 phone I’ve never used and returned the same day received. Yet everyone blames everyone. A phone is sitting out there in one of the company’s hands with no usage ever on it. But yet I’m responsible! 
   This has caused me so much grief, anxiety and so much time for incompetent nonsense. Even trying to go to another carrier I’m told by AT&T I will receive a large bill I have to pay to disconnect and responsible for that phone. 
  I’m at my end and a complete loss as to where to go with this. If anyone has any suggestions or who to contact please let me know. 
  I appreciate it very much. 
   

Just check my Newgistics tracking number. Still no movement since April 14th. Near 2 months of no updates since they took possession of my wife's phone from the USPS. Yet, AT&T keeps hounding me for the amount they charged back to my account for not receiving the phone yet.