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Contributor

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8 Messages

Fri, Dec 27, 2019 2:46 AM

Returned Phone Tendered to Returns Agent

Hi, i was returning my phone and tried to take into the store and return it but after speaking with someone on the phone they stated i had to return it in the mail because they didnt carry the phone. So they boxed it up and put the return label on it in the store and i took it to the post office got my tracking number but now my tracking says it was tendered to the returns agent. How am i suppose to know when this phone gets back to ATT? I am highly concerned over this. I dont want to pay for a phone i dont even have in my posession. Ive tried the newgistics website and it says the same thing the post office says. I need assistance.

Responses

Brand User
ATTHelp

Community Support

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144.6K Messages

a year ago

Hey there @Silversurfer20,

 

We'd be more than happy to provide some assistance with your inquiry. We understand you want to make sure that the device you returned will be received and that you're not being charged for something you no longer have.

  • Was it there a specific reason for the returned of your device? 
  • What was the original point of sale of the device you purchased?
  • When did you return your mobile device? 

Feel free to let us know some more details to further assist you.

 

Jacob, AT&T Community Specialist

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*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.

Contributor

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8 Messages

I decided i didnt like the device and returned it on the 20th of December. I bought it on a Next Plan. I tried taking it to the store and they called customer service at the AT&T store and couldnt figure out how to return the device because they didnt carry it in the store. They told me my only option was to return it through the mail. So they boxed it up for me and i took it to the post office and got a tracking receipt but a day later its saying it was delivered to the returns agent. So now i have a new wireless bill generated paying for a device i no longer have. Please help.

Also, it was purchased online through AT&T.

(edited)

Brand User
ATTHelp

Community Support

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144.6K Messages

Hello @Silversurfer20,

 

We are here to help! We recommend contacting the shipping carrier for updates on your return. Thanks for reaching out to us. 

 

Makaela, AT&T Community Specialist

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*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.

Contributor

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8 Messages

So are you telling me to contact the Post Office? All theyre going to do is tell me to contact AT&T.

Contributor

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8 Messages

Ok, the Post Office said they no longer have tracking on the package due to it be tendered to the returns agent. They stated this is where the package is given to a 3rd party carrier designated by AT&T or whatever company creates the return label so what am i suppose to do now?

Brand User
ATTHelp

Community Support

 • 

144.6K Messages

Hello @Silversurfer20,

 

Thank you for that information. We recommend tracking your package through the Newgistics Tracking page. Let us know if you have any additional questions.  

 

Makaela, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
Brand User
ATTHelp

Community Support

 • 

144.6K Messages

Hello @Silversurfer20

 

Allow us to review this for you!

 

We will be marking this conversation as private to further investigate. To start the process, can you provide us your primary contact number that's associated with your wireless account, as well as the tracking number.

 

Thank you.

 

Dwight, AT&T Community Specialist

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*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.
GLIMMERMAN76

ACE - Expert

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20.9K Messages

a year ago

track your package here.

http://tracking.smartlabel.com/

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*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

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8 Messages

Yeah, i found that website, but im not seeing any information any different than the post office. Shows where it was tendered to teturns agent just like the post office. It says not received, ship date unknown, reference number unknown, destination 56901. Thats it.

Contributor

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11 Messages

5 months ago

Hi! Is this issue resolve? I'm having same issue so i was wondering wjat happened. Thank you

New Member

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6 Messages

2 months ago

Similar issue. AT&T please help us! 

New Member

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1 Message

2 months ago

Same exact issue.  Can anyone explain resolve? 

New Member

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6 Messages

3 days ago

Hi community! So I got my first helpful sign on this front after twittering with AT&T for a second time. They told me to call the following number (quote below). The woman who answered pretty immediately recognized the issue and said I’d get a response in 3 days. Fingers crossed. She says a lot of ppl get their phones back.

“Hello, Bryan. Please reach out to HYLA at 877-244-9829 for more help with your trade-in that was returned with the buyer's remorse label. ^KristinA” - note from AT&T Twitter admin 

New Member

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5 Messages

2 days ago

@Bclan13 so your problem has been going on for well over two months and it has still not been resolved?

New Member

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6 Messages

2 days ago

Yes but honestly I haven’t worked in it that hard because the forums gave me little hope - but I now have hope :)

New Member

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5 Messages

2 days ago

@Bclan13 wow alrighty. im going on almost a month into this issue. Thank you for providing an update!

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