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Thursday, September 27th, 2018 9:42 AM

Refund for exchange fee

So long story short, I got a new phone a few months back and in under 24 hours it completely went unresponsive. Would not turn on after I woke up, wouldn't even force restart, no LED's or anything when plugged into wall or computer. So when I called about all that, I was told on phone all I needed to do was return that phone and everything it came with to the nearest store and they'd issue a new one. Ok, so once I tried that, I was told the only way they could do that was that they had to issue a restock fee of $45 to put it into the system and setup a new phone. They promised it would be refunded after since this was clearly a manufacturer problem with a brand-new $850 phone. However, all this time I haven't seen any mention of any credit on the last few bills, no refund in bank, nothing. So I bought a $850 with a plan that runs nearly $100/month, and then when I had a problem the first day, I had to pay $45 extra for no reason? After being told on the phone I shouldn't be charged in the first place and it should have been 'easy'? I'm all for trying to make it work in a confusing computer system, but being lied and stolen from is an entirely different issue. 


I already work 7 days a week every afternoon and never have the time to even think about running up to the store to talk with someone in person. Has been hard enough trying to remember to call a dozen different numbers and set aside an hour just to explain on the phone. Email would be easier if available, but since not that's why I'm here. 

Community Support


229.4K Messages

5 years ago

Hello, @hbuur93,


We definitely want to take a look at your account and see what's going on with the promised refund. To do this, we'll need your account information.


We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

We look forward to your response and the opportunity to help you!


James, AT&T Community Specialist



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