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kbwilson's profile

Tutor

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3 Messages

Fri, Dec 22, 2017 5:25 AM

Returned Phone has Not Been Received

I returned a phone to ATT back at the end of October.  I used the USPS smartlabel that was provided in the box with the new phone, per the instructions provided by my CSR.  I dropped off at Post Office without waiting for them to scan.  I had no idea that ATT would not be able to track using their own generated label.  Now ATT is saying the device was never received, refusing to dig deeper to find their own smart label information, and charging me $900 for the device I sent back to them.  I have spent countless (over 5) hours on the phone with Customer Support, getting conflicting info, dealing with totally incompetent staff who finally would transfer me to an equally incompetent supervisor and I'm done.  I'm ready to contact my attorney to fight the charges, transfer all three of my lines to Verizon, and say goodbye to ATT for good.  After a decade of being a loyal customer.  The last supervisor I spoke with criticized me for not taking a picture of the tracking information (how was I to know that ATT wouldn't have this information when they supplied the label?!) and accused me of lying about sending the device back.  He told me to go to the Post Office, which I did-- twice.  And twice I was told by USPS that they need the tracking information from the shipper (technically ATT) to look into it.

I'm stuck.

ATT, you are the absolute worst.

Contributor

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1 Message

4 y ago

I have a phone that was replaced due to it being broken!?i have contacted AT&T at least 5 times, have talked to probably 10 people, have been other companies to call& have been told 3 times that a form would be sent to me so that I could return the phone! I was told I’m probably being billed for this & I want this matter taken care of! The phone was *** under my phone ***! All I need is a return label & assurance I have not and will not be paying anything for this phone! Thank you! Nickie ***

 

[Edited for privacy. This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

ATTHelp

Community Support

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171.9K Messages

4 y ago

Hi @kbwinston,


I am sorry you are having trouble with charges for your mailed in device. I am more than pleased to check into this for you!

I completely understand how important it is to locate your phone and have the charges removed. So I can best assist with this, please send me a private message @ATTCares containing your account information. I look forward to hearing from you!


Have an amazing rest of your day!


Geovanni, AT&T Community Specialist

Contributor

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1 Message

4 y ago

Same thing is happening to me.  Been 3 weeks and AT&T is saying they don't have the phone yet.  I'll give them until my bill is due.  If this hasn't been resolved by then I'm gone.  Here I thought they had turned the customer service corner from the past but I guess I was wrong.

Contributor

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3 Messages

3 y ago

Was your issue ever resolved? Same thing is happening to me currently

Contributor

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3 Messages

3 y ago

Same thing is currently happening to me right now, has your issue ever been resolved?

Tutor

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3 Messages

3 y ago

I went to the post office and got the transit log. AT&T finally refunded me
after I showed them in person at an AT&T store all documentation that
showed I sent the phone back and that it was received on their end. There
was a time delay because their third party let the package sit at a
facility for weeks!!!
Stay on them. I logged over 16 hours in phone calls and disputes. It took
weeks and AT&T was terrible to work with. I was treated like a liar and
thief. Very little was done in reparation. I’ve toyed with leaving AT&T
many times, unfortunately, I don’t think there’s a major carrier that
treats their customers any better.
hnkstr90

New Member

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19 Messages

I am currently going through this with them, except I have the tracking information and I am still being called a liar basically. So you went to a store and they resolved it for you? I will try that.

Tutor

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7 Messages

3 y ago

I had the same problem had receipt,proof that one of then was received in oct 10,the other not yet,but its not my problem bc i return in the way their said and its not my fault that their use cheap usps to return it,i have proof of everything and after their said i have to paid $1,099,fot iphone X after i paid for a year ,..cheap co mpany att is now!....

Tutor

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4 Messages

3 y ago

The same thing is happening to me. I am a single mother struggling to pay my current bills and with a $400 charge for a phone I returned months ago has left me in despair. The bill is not even due yet and they have taken the liberty to “suspend” my service. I am so disgusted and disappointed and will make it my life mission to take AT&T down. Between two months I have spent over 6 hours on the phone and to this day there is no record when I call of any of the issues I’ve been going through. I will let all my friends and family know never to join AT&T and spread this through social media like wild fire. I will not pay for a phone that I no longer have in my possession. This is disgusting and quite frankly it is FRAUDULENT!!!!!!! You will pay for this. 

Contributor

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2 Messages

3 y ago

I have the same issue. Dropped my phone off at post office and didn’t wait for receipt, so I don’t have a tracking number and now, they are saying I didn’t return it

Contributor

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2 Messages

3 y ago

Same thing is happening to me

Tutor

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4 Messages

3 y ago

I’m soooooooo sorry this is happening to you too. It is my life mission to take At&t down for this. They are thieves....I had to pay the $600 because they wouldn’t let me make a payment plan despite this being all their fault and I’m sure if the phone I returned ever pops up, if it has t already, they won’t notify me. Karma....

Tutor

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3 Messages

3 y ago

The post office was the one who saved the day. They were able to go
through their records and find tracking info on the package that showed
that it was delivered. Took months and so much stress, but in the end, I
got my money back.

Tutor

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7 Messages

3 y ago

I have to pay too or their disconect my line and i have my sons, that work for the city!..i never ever change my phone again and also their take me out of att next! I return my phone i tracked and someone pickup in the post office and after dessapear!.happended nov 7!...its not my foault their have cheap company to deliver it my husband change his phone in costco,their give a fedex envelop i drop it and received with no problem.

Tutor

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7 Messages

3 y ago

I will check in the post office but if i drop it and i got my receipt why i have to have this hardtime,the hired cheap company to return and this is what happened if their use ups or fedex is different

Tutor

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4 Messages

3 y ago

I went to post office several times and they stated this hasn’t happened several times. They looked in their system many times and said the tracking number did not exist for them. Sounds impossible....i feel this should be between post office and AT&T. This has nothing to do with the customer after they have taken the actions that at&t asked them to do in order to safely return a phone. I’m sorry you are going through this as well 😞

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