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kbwilson's profile

Tutor

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3 Messages

Friday, December 22nd, 2017 5:25 AM

Closed

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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3 Messages

4 years 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

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2 Messages

4 years 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

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3 Messages

4 years 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. 

ACE - Professor

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2.9K Messages

4 years 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. 

Tutor

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7 Messages

4 years ago

Very nice happy for you

Contributor

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3 Messages

4 years 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

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7 Messages

4 years 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

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3 Messages

4 years 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

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7 Messages

4 years 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

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2 Messages

4 years 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.
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