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Contributor

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1 Message

Tue, Feb 27, 2018 2:26 PM

USPS / Shipping agent lost return package

Would you please assist in resolving a case of a lost return shipping package? 

I shipped a defective phone back to AT&T and was told that it did not arrive and that I am liable for the $650 cost of a new phone. 

I have package tracking numbers from USPS along with tracking information that confirms it was "Tendered to the return agent" and "Picked up and processed by agent."

I would appreciate your assistance in resolving this matter.  I returned the phone to AT&T and it appears that it was lost while in AT&T's agent's hands.

 

Thank you very much for your assistance.

Responses

Brand User
ATTCares

Administrator

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107.8K Messages

2 years ago

Good Morning @tombo12345,


Welcome to the Community Forums!  I understand your concerns about the returned phone being lost.  I would be happy to assist you with this.


Please be on the lookout for a private message from me in your inbox.  I will be sending it in a few moments where I will be asking for more specific information.


Have a great day!


Donna V, AT&T Community Specialist

*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.

Tutor

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4 Messages

2 years ago

I have the similar issue. USPS tracking shows that the phone was picked up by newgistic pickup guy with scanner details for which I took a print out. please contact me. I would like to resolve this ASAP. 

Contributor

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2 Messages

1 year ago

On 10/22/18, ATT sent me a warranty replacement IPhone 6s 64gb. Received on 10/23/18, the phone sent was refurbished and the keyboard wasn’t working correctly. ATT sent 2 replacement phone on 10/23/18. On 10/25/18 turned in 2 packages to USPS, using the return label they provided me with. Tracking history on both packages state: “ your package was picked up by shipping agent on 10/26/18 at 9:11 am, at Merrick 11566” post office.                                   I have been a customer of ATT for 10 years. ATT Loyalty Dept. checked USPS tracking and read the history on the tracking numbers I provided.                12/23/18 ATT placed a $599 charge on my credit card. 1 phone was returned they don’t know what happened to the other phone. I have 26 calls to CS support. I have gotten nowhere in resolving this problem. I was informed by USPS, ATT does not have insurance on returned phones. Their shipping agent stole a phone and ATT is the party that provided returned shipping label, with smartlabel.com. When I checked the numbers they printed on shipping label, it shows the numbers have no history. ATT needs to help their customers. On 01/02/19, 3 different CS from billing kept me waiting while I asked for supervisor 1st time 25 minutes then a hang up, 2nd time 38 minutes then hang up again, 3rd time 50 minutes then hang up again, each time the hang up was done by them.             [Per Guidelines:  Keep it Relevant and Appropriate]. Still fighting the charges.       Thank you

Contributor

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1 Message

11 months ago

I am having this issue now. I used upgraded my phone and sent my old one back using their tracking information they sent me. It shoes that it was picked up by shipping agent and yet the post office nor AT&T will help me. They just keep passing the buck. I have done everything I can. Any help or recommendations would be greatly appropriated!  

Contributor

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1 Message

3 months ago

Im Having this problem also ,  I returned the phone in the original packaging WITH the ATT Return Label ,  Even called before I sent it back but was told just to use the return label and take it to USPS,  I   Dropped it off at the Post office, Got a Reciept , The tracking number shows the agent picked it up from the post office and now the phone is now where to be found and its somehow MY fault , Who are these Agents ATT uses ?      There seems to be a problem and Now I have a Big Problem , a almost $1500 Iphone returned that they tell me to file a claim with USPS ....    There AGENT PICKED IT UP