Skip to main content
AT&T Community Forums

Tutor

 • 

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.

Responses

Tutor

 • 

7 Messages

2 years ago

I know att hired cheap service to return,bc when i got my phone their bring to my front door in less than 5 hours!..their send me a label trhough the email i print it, put in the paquet and return it...after that supposed dont be my problem bc i had a receipt!...i have to pay but after i never ever change my phone again....

Contributor

 • 

4 Messages

2 years ago

have been experiencing the same problem - I returned 2 iphones to AT&T at 2 different times.  I have the receipts and tracking numbers from USPS.  Apparently AT&T uses a courier company called Newgistics to pick the packages up from USPS and return them back to AT&T.  One phone (returned January 15) has no tracking info except that USPS received it.  The other (returned January 24) shows that the package was received by the shipping agent on January 24.  However AT&T says that they do not have the phones and that I am still responsible for them even though I have proof that I followed the instructions for returning them.  I have spent over 30 hours trying to resolve this situation - I have spoken to countless service reps and supervisors.  I have filed claims with USPS and escalated a case with Newgistics.  Ultimately I have gotten no where - AT&T will not help me and I can't believe I am being held responsible for equipment that I do not have.  I am at a loss as to what I should do next.  I am incredibly disappointed and have no faith in AT&T.  I have been with them since 2003 and will be looking to find a new carrier as soon as this is resolved. 

Contributor

 • 

2 Messages

a year ago

I returned mine to an AT&T store and the customer service rep told me the store never returned my iPhone XS and the store employees might have kept it. I have the receipt for turning in, and still no help from ATT. I actually have an appointment to see the store manager and they are pulling the video to see who took my trades phone, you can’t make this up, ATT is absolutely the worst company ever. I’ve been with them 13 years, and have 19 phones with our company, which we will be switching over, after this embarrassing situation is over. Congress should investigate ATT and get off all the other crap they waste their time on. ATT is scamming customers daily. 

Contributor

 • 

3 Messages

a year ago

I am currently experiencing the same problem after returning two IPhones XS max. I returned them 4 days after receiving the new IPhones 11. I obtained a shipping receipt from USPS with tracking and provided the information to AT&T customer service multiple times. Despite all my efforts, I still received an email from AT&T that my account was charged for the cost of both IPhones. I am extremely disappointed and frustrated because I have been an excellent 6 lines customer since 2007.  The obvious solution is to leave AT&T regardless of how expensive it is. I feel that this behavior is criminal and should be reported to FCC. 

Fl_retire

ACE - Professor

 • 

1.6K Messages

a year ago

@JR2019 Have you tracked it through USPS and can confirm that it was picked up by Newgistics?  If so you can file a BBB or FCC complaint with documentation showing it was picked up. Someone from the office of the president at AT&T will contact you. Link below is for tracking from Newgistics. 

 

http://www.tracking.smartlabel.com/

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

 • 

3 Messages

a year ago

Both tracking show as delivered. I provided that information to AT&T customer service and they were able to track them as well. Despite all that, I still received the emails informing me that my account is being charged for “the IPhones they never received “

Voyager

 • 

2 Messages

a year ago

Were you able to get a credit on your account? I am having the same issue with these people. I have a picture of the smart label, detailed delivery receipt from USPS and they are still saying they never got the phone and charged my account. 

Contributor

 • 

3 Messages

a year ago

Finally today I got the charge taken off. I called again and asked for a manager. I also filled a complaint with the FCC this morning  before the call and uploaded the documents. The FCC answered quickly and informed me that they contacted AT&T. 

Fl_retire

ACE - Professor

 • 

1.6K Messages

a year ago

@JR2019  File a BBB or FCC complaint with documentation indicating the phone was delivered or picked up and someone from office of the president will contact you. 

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

 • 

7 Messages

a year ago

Very nice happy for you

Contributor

 • 

3 Messages

a year ago

THIS IS HAPPENING TO ME TOO RIGHT NOW. Just checked out bill and there’s a $625 fee for not returning a device... we mailed it back using ATTs label that they provided, dropped it off at UPS and left - MONTHS ago. All of a sudden, they’re saying we never returned it. Every representative is giving slightly different information that doesn’t make sense and doesn’t match up. They gave us one day with a task to find their own tracking number to prove it was sent, because according to them, this tracking number doesn’t exist.... after taking to UPS on the phone, they explained that they cannot track third party shipping labels and also that it’s impossible to create a label without a tracking number - meaning ATT DOES HAVE that tracking number, they just aren’t willing to find it, because it’s more convenient to change me instead. 
Absolutely furious that this is happening at all. Would love to switch to another carrier now, but have this massive phone bill hanging over our heads. 

Tutor

 • 

7 Messages

a year ago

Go to att store main store and speak with the supervisor, give proof! Its what i did!!! He fax the paper i had from the post office with my id abd all their need and their give me a credict! but also give me an stress,now i dont change phone until i pay all,for me i dont change phone until their stop working! I hope you resolved also their told me when i want change phone do directly in the store,my husband change last year in costco and he got an fexdex envelop,send and never had this problem,good luck friend soo sorry

Contributor

 • 

3 Messages

a year ago

Thanks! I’m trying to find some form of proof... we don’t have a receipt
and UPS said they have no way of tracking it since it wasn’t their own
label. Taking to their manager on Monday tho to try figure out some thing.

Tutor

 • 

7 Messages

a year ago

You supposed to have a receipt or track!when u go to ups u got a tracking number like the usps! Or any proof that you be in the store return it something, i always take a pick of the track paper in the envelop i used! Bc never know ,good luck

Voyager

 • 

2 Messages

a year ago

Hi,
I finally got my issue resolved. I made a complaint to FCC. I submitted all the proof I had. FCC will contact ATT and they will have 30 days to respond to you. The presidents office contacted me and said they managed to find the phone that I returned on 9/21/2019 and they got it on 11/04/2019. How ridiculous. Anyway they credited my account. I’m leaving ATT. Shame on them for scamming their long time customers. And their customer service call centers are the worse. Good luck with your issue. I really hope you resolve it.

Get started...

Ask a new question