Skip to main content
AT&T Community Forums
The epic new Samsung Galaxy S21 5G is available for preorder now!

New Member


1 Message

Fri, Nov 27, 2020 11:14 PM

Returned defective device from insurance claim shows accepted at USPS and received at authorized facility for AT&T charged non-return fee

Submitted an Asurion claim for device replacement approx. September 22, 2020..Returned device in box and return label provided by AT&T.

I have receipt for USPS acceptance 09/24/20 and verified tracking number show receipt of device at authorized AT&T facility 09/28/20..and yet I am told per the Trade In support team that the $650 defective replacement device has not been received and my service will be suspended. I was told that I will eventually be reimbursed over time. I spoke with a billing representative today who advised that there's nothing that can be done and it's unfortunate and my service will be suspended if I DO NOT pay the additional $650 with my regular bill by Dec, 24 2020.

With proof of receipt why can't the charge be removed? I have proof that the charge was assessed to my account more than 6 weeks after the verified receipt of the defective device at AT&T's authorized facility.. Please help!!!!!





17.9K Messages

2 months ago

You returned to assurion not AT&T you need to deal with assurion

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Get started...

Ask a new question