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Mrigoglioso's profile

New Member

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2 Messages

Saturday, June 10th, 2023 1:16 AM

ATT adding fraudulent charges to bill for replacement phone

To make this as concise as possible, I brought

My phone to Assurion to fix and Assurion damaged the battery, making the phone irreplaceable.  ATT sent me a new phone with a shipping label to return my broken phone.  I sent back following the directions on the packaging slip.  ATT is asking me now claiming they have. It received the device and is charging me $800.  I have their shipping label, pictures, and proof it was sent but they have not been able to find the package or any record of their own shipping label.  This has been a nightmare to resolve.  

Community Support

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225.7K Messages

6 months ago

Hello there @Mrigoglioso, thank you for reaching out to us about this concern, and we understand the frustration there can be when going through a situation like this. 

 

When it comes to replacing a damaged or defective device, we do have helpful article on our website to show you what can and can not be covered when returning a damaged device

 

It is also important that this process is done within the 30-day timeframe. If you return the device outside of this timeframe, you could be charged the value of the phone due to not returning the device in time. 

 

Here are additional tips as well when returning your device to make sure the process goes as easy as possible. 

 

If you have further questions or concerns relating to your device return, feel free to reach back out and we will be glad to assist. 

 

DylanD, AT&T Community Specialist

New Member

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5 Messages

6 months ago

That's how they roll.....had a huge debacle when family members traded in their phones will never do mail in again.

New Member

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2 Messages

6 months ago

Hello @ATTHelp , thanks for sending the article.  I followed each step exactly as outlined and am still having this nightmare of an issue.  I also have supporting pictures to show each step was followed.  As a customer, I can only do what I’m told and is expected of me via the ATT instructions.  

Community Support

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225.7K Messages

6 months ago

Hello @Mrigoglioso, thank you for letting us know that you have followed those steps. We can still assist with this ongoing concern. 

 

Since this is an account specific situation. We will need to meet in a Direct Message to further investigate your account and see why this is ongoing. 

 

In the meantime, please have your shipping and tracking information available, so we may quickly resolve this issue. 

 

Please remember to check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums.) Once you're there, we can continue this over the phone or in chat if you'd prefer. 

 

We will be looking forward to your response! 

 

DylanD, AT&T Community Specialist

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