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Samihernandez315's profile

New Member

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2 Messages

Sat, Aug 13, 2022 5:27 PM

$350 non return fee charged, when it was returned?

I’ve never had a issue with AT&T for the past couple years. On may 1, I started a claim to get a replacement phone due to the many times I had dropped my original device. By the 3rd, I received the phone, switched sims, transferred my information over and mailed in the phone by May 12/13 (I travel for work and this was the fastest I could get it dropped off). Why is my bill $500+ when I only pay $127? To my surprise, 2 months later, im charged a non return fee? Per the paperwork given to me, I had 30 days to return the phone and I definitely sent it, why I would keep a super broken phone, is beyond me. When I called they said I needed to provide the tracking number. Um, the tracking number THEY provided me with? Lol. I got the box. Did what it said. Mailed it off. I spoke to two employees which were basically like, oh well too bad. Once this is settled, I’ll unfortunately have to start looking somewhere else bc the customer service was absolute trash. 

ATTHelp

Community Support

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200.4K Messages

2分前

We understand your frustration with being charged for a returned device, @Samihernandez315.

This is not the experience we want you to have, and we'll be sad to see you go.

 

Please share details on the device that was returned. In the meantime, please meet us in a private message, and we can look into getting your approved for trade in credits.  Please keep an eye on your Forum’s Inbox for the message, so we can get this taken care of.

(it’s the chat icon next to the bell icon in the upper right corner of the Forums)

 

Thanks for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

New Member

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2 Messages

1分前

Hi Nelson, I apologize for the delay. Is there any way I can call you? If not, can you open the chat back up? I look forward to your response, thank you. 

MicCheck

ACE - Expert

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12K Messages

1分前

Is this an insurance replacement? If so, you should talk with the insurance provider. AT&T just bills what Asurion tells it to. 

ATTHelp

Community Support

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200.4K Messages

1分前

Hey there @Samihernandez315, thanks for reaching back out. 

 

Since this is an insurance replacement, you'll need to reach out to Asurion about this charge like @MicCheck said as they're the one who processes the claims and charges. Please reach back out if you need anything else.

Thanks for reaching out to the AT&T Community Forums.

Dylan, AT&T Community Specialist

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