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mikala197's profile

Contributor

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3 Messages

Thu, Jan 18, 2018 3:15 PM

No active device on account.... cannot use my number. Been without a phone for 3 days.

I am at a complete loss with this company. AT&T has had my service active with a returned phone attached to it for almost 4 days. I do not have a device but they are unwilling to remove it from my account so I can add a working device. For 3 days, no one has tried to help resolve this issue... all they say is it is not their fault.

 

Long story short, does anyone know how to reach out to the corporate office via email? 

Accepted Solution

Official Solution

ACE - Sage

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102.1K Messages

5 years ago

ATT does not have email for contacting support.  

1.  The returned box had a tracking number you are supposed to save.  It goes from USPS to Newgistics.  

2.  You are supposed to take to USPS and get a counter receipt as proof you mailed it.

3.  3 days is not enough time for a phone to be returned and checked in.  It takes 2 weeks.

4.   I assume you are waiting for the phone to be checked in to reset your upgrade status?

5.  Your SIM card carriers your phone number and account information.  Your service is transferred from phone to phone by moving a SIM card, or activating a new SIM card.  You should not ship a phone with an active or inactive SIM card in it as it contains your number and information.  Directions to return your phone would have included that.

6.  Do you have an old phone for ATT?  Then go to an ATT store and have a SIM card made for it.  You can call and have one shipped, but that takes time.

 

 

ACE - Sage

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102.1K Messages

5 years ago

You mean you returned a device without removing your SIM card?  Which is in the directions along with factory resetting the returned device.

Explain?

Do you have another phone?  Have you had a new SIM card made for the phone with your phone number?   

 

Contributor

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3 Messages

5 years ago

I am not sure how they SIM cards work. My number is attached to this returned phone so I don't know if I can even get another one.

 

The problem is they are charging me installment plan rates for a phone I returned 3 days ago. So currently I am responsible for $800 worth of a phone I do not even own anymore. 

 

I have talked to about 20 service reps, supervisors, technicians and none of them can figure this out. They said they have never seen this problem before. The thing that is making me angry is the fact that not one person has offered to fix it. So I am sitting here with a phone I do not have, being charged everyday. I don't even know when or if they are going to remove it from my account. 

 

I am trying to go above the customer service department to resolve this but am unable to find any info. I really don't want to go to small claims court but I am not going to pay for something I do not have. 

 

 

Contributor

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3 Messages

5 years ago

This is all great info:

 

Here's where it gets tricky. I purchased the phone through Apple. So they did the return and sent the phone back to their warehouse. 

 

The "check in" will probably not happen since I did not purchase it through AT&T. I am glad you responded to my comment, you have some valid points. Just hoping they can apply in this situation. 

ACE - Sage

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102.1K Messages

5 years ago

@mikala197

Just confirming:  If you purchased through Apple, the return also with Apple?   

ATT has the billing, but it’s on Apple to process the return correctly.  

If you activated the phone, your SIM card should have been removed before shipping back.  You need to contact ATT to get a SIM card sent to you, or go get one at an ATT store.

 

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