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Saturday, January 31st, 2015 4:48 PM

ATT CHARGED ME FOR A PHONE I RETURNED...

HELLO,( PLEASE SOMEONE HELP ME)

I WAS A AT&T  CUSTOMER WITH HOME SERVICES FOR OVER 6 YEARS. SO AROUND JUNE 2014 I DECIDED TO START CELLUAR SERVICES WITH AT&T. I WENT ONLINE AND ORDERED A SAMSUNG GALAXY S4 ACTIVE WENT THROUGH ALL THE STEPS (ANYWAYS LONG STORY SHORT) AFTER 3 TRIES AND GETTING ERROR CODES, I CALLED IN AND TALKED TO A REP. THEY AGAIN PULLED MY CREDIT(3RD TIME) SAID I WAS APPROVED FOR UP TO 3 LINES. I WANTED THE S4 ACTIVE  THEY DIDN'T HAVE ONE SO THE REP TALKED ME INTO AN LG OPTIMUS PRO G. I REC. THE PHONE A WEEK LATER DIDN'T LIKE THE PHONE. SO MY WIFE CALLED IN TALKED TO A REP SHE SAID NO PROBLEM WE COULD SWAP OUT. SHE FOUND A S4 ACTIVE BUT IT REQUIRED 49.99 DOWN AND WHEN MY WIFE TOLD ME THAT I SAID JUST CANCEL THE SERVICE BECAUSE IT'S BEEN A HEADACHE SINCE I STARTED IT. THE ATT REP SAID NO NO NO PLEASE DON'T! SHE TALKED TO HER BOSS AND THEY WAVED THE FEE. I THANKED THEM THEY SENT THE PHONE WITH A RETURN LABEL IN THE BOX. WE REC. IT A WEEK LATER LOVED THE S4 ACTIVE AND WE RETURNED THE LG PHONE AS INSTRUCTED AN EVEN PAID EXTRA TO GET SIGNATURE CONFORMATION (AS INSTRUCTED BY THE AT&T  REP BECAUSE SHE SAID THEY LOOSE PHONES ALL THE TIME). SO A MONTH OR SO WENT BY WE NEVER THOUGHT NO MORE ABOUT IT THEN ALL OF A SUDDEN I AM GOING OVER MY CELL BILL AND SEE A CHARGE FOR AROUND 400.00 I FREAKED! FROM THIS POINT ON IT'S BEEN A NIGHTMARE. MY WIFE HAS TALKED TO SEVERAL DIFFERENT REPS. WE HAD MISPLACED THE RECEIPT WITH THE TRACKING# BECAUSE I THOUGHT THEY HAD IT. SO I ASKED AND THEY AGREED I WOULD NOT PAY MY BILL TILL THEY INVESTIGATED THIS AND "TRIED TO FIND" THE PHONE IN THEIR WAREHOUSE.IN THE MEANTIME WE TALKED TO SEVERAL DIFFERENT REPS IN MANY DIFFERENT DEPARTMENTS. THEN ALL OF A SUDDEN MY CELL SERVICE WAS TERMINATED AND I WAS CHARGED FOR THE "LOST PHONE" AND FOR BREAKING THE CONTRACTING IT WAS SEVERAL HUNDRED DOLLARS. IT WAS REPORTED TO MY CREDIT BUREAU (ANOTHER NIGHTMARE). THEN YESTERDAY I CAME ACROSS THE RECEIPT WITH THE TRACKING # (THANK GOD) I CAME IN LOOKED UP THE TRACKING # TO FIND OUT THAT THEY SIGNED FOR IT TWO DAYS AFTER I MAILED IT. SO AT&T HAD THE PHONE THE WHOLE TIME. NOW I AM AT A CROSSROAD AND DON'T KNOW WHAT TO DO. DO I GET AN ATTORNEY INVOLVED FIRST BECAUSE I NO LONGER TRUST TO HAVE MY BEST INTEREST AT HEART. PLEASE HELP SOMEONE? INFORM ME ON A ROUTE TO TAKE AND WHAT I SHOULD EXPECT FROM AT&T TO MAKE THIS RIGHT. I THANK YOU ALL FOR LISTENING AND GOD BLESS ...WILLIAM

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Community Support

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15.2K Messages

9 years ago

Hello! @bowden143 thank you for posting your concerns on your return. 

 

I’m sorry to hear you had a negative experience with the service. Since you now have the tracking information, we may be able to do a write off reversal where we reactivate the account and set it back up on the service and commitment you had, and at that point send the tracking information to the returns warehouse to clear the returned phone charge you received. Please either contact us at 800-331-0500 or send me a Private Message with the following information:

 

Cell and/or account number

Full name

Best contact number to reach you

The best date and time to contact you

 

Hope this helps!

Charise

Contributor

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2 Messages

9 years ago

I am shocked to see the number of customers that are having the same problem that you and I are both having.  I was in to my local AT&T store where a sales associate made me aware that I had been paying the monthly installment fee for a phone that I returned and that they have documented receipt of the return.  That was three weeks ago!  I have called numerous times and each time I call AT&T verifies receipt of the returned phone and assures me that they are working on a resolution.  In the meantime I continue to have an installment contract on a phone that I have returned and that AT&T has documented receipt of the returned phone.  I have been a long time AT&T customer but I can assure you that if they do not resolve this issue and I continue to pay for a phone that I do not have I will switch to another carrier! Even if I have to pay to end another installment contract that I have.  I am tired of getting the run around from them.  I used to have only good things to say about AT&T but that has changed.  I also have UVerse and my home internet with them.  They will lose all of my business if this issue is not resolved and if I do not receive every cent that I paid to them for a phone that I do not have.  And, quite frankly all the apologizing from the agents is not going to help!  Fix this problem or you will lose a customer and judging the number of customers this is happening to AT&T will be another cell phone company that goes out of business!

Contributor

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2 Messages

9 years ago

By the way...the phone was returned in July 2014!!!! that is 7 months paying for a phone I don't have!

Tutor

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9 Messages

8 years ago

Just report them to FTC. It is easy on the website. 

Contributor

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1 Message

8 years ago

I am so shocked by these comments. I very rarely look at my bill. I just pay it. I knew that it should be going down soon because my phone would soon be paid off. My 20 month installment plan would soon be paid in full. For 2 months, they charged me my installment fee for A paid-off phone. I bet this happens all the time. Can you imagine how much money they make? It is rediculous! They should be held accountable for this.

ACE - Sage

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115.8K Messages

8 years ago

 

Check your bills.  Your Next installments show on every bill and count down the payments.   I find it hard to believe your 20 payments, counting down to zero, continued an extra 2 months.  

(That would have been a Next 12 which had a total of 20 payments or 12 to trade in and upgrade)

 

image.jpeg

Contributor

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3 Messages

8 years ago

we have the same issue and everytime I called At&t they keep on passing me to different people and its been 7 months now that i keep fighting with them and the issue is still not solve,, their customer service is really poor and full of lies!!

Contributor

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1 Message

7 years ago

I was due for an upgrade in May, 2016 and decided to go ahead as my S5 was not working well anymore. I ordered an S7Edge & when it arrived transferred my data from the S5 to the S7 Edge. From day 1 the S7 Edge was nothing but trouble. If I typed in the letter "L" the number 9 would appear instead. The phone would also just power off for no reason despite a full charge. In addition, the battery would only last 4 hours (without using it and AT&T confirmed there was nothing running in the background & the screen brightness was at it's lowest setting. I was still within the 14 day return policy when I spoke to Customer Service and told them I wanted to return it. At that time I tried to transfer my personal data back to my S5 so it could be reactivated until the S7Edge was received back by At&T & I could order a different phone but wasn't able to get the data off of the S7Edge. I even contacted AT&T Tech Support who remoted into my phone and they couldn't get my personal data to transfer back to my old phone either. They decided to send me a Note 5 thinking that it must be my old S5 that wouldn't accept the data. The Note 5 arrived and despite multiple calls to tech support and trips to local AT&T stores as well as Best Buys (which was supposed to have technicians that could help me) nothing could be done. I was then told I needed to take it to a Device Servicing Center & the closest one was 65 miles away. On July 29th, I did what suggested & made the 65 mile one way trek and was assured I would not be charged for the phone still being in my possession. Afterall it wasn't my fault that the phone was defective and held my personal data hostage. Long story short once my data was able to be transferred by the DSC, I returned the phone using AT&T's prepaid label. On August 18th, it was logged back in to the warehouse & on 9/7/16 I was charged $794.99 for the phone I returned. A "case" was open and the decision was that I was responsible for the bill as it was returned past the 14 day buyers remorse policy. After countless hours & conversations with various departments on 9/28/16  Robert Carpenter, a Supervisor in the Customer Retention Department was very condescending when he said "look lady, the phone was late and you owe it". He hung up on me and within 10 minutes my service was disconnected! AT&T HAS HORRIBLE UNETHICAL BILLING PRACTICES. How can they seriously charge me for a phone that they now have back in their system? Never mind the fact that I was told the entire time I would not be charged as it was clearly documemted in their system as to "why" the device remained in my possession so long. 

 

Has anyone ever experienced a similar situation and if so, please let me know what I should do. In the meantime, I filed a complaint with the FCC & FTC.

ACE - Sage

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115.8K Messages

7 years ago

 You bought a defective phone in May, but didn't go for exchange till end of July?  That isn't a little over the 14 day return, and way passed someone's good graces.

It would have been processed as a warranty return once you passed the 14 day return period.  

 

So what is missing from this story?  Oh, yes, they sent you a warranty replacement of a Note 5 

In May or June.  That is when your warranty clock started ticking.   You didn't send a phone in until end of July.

 

According to the warranty agreement with Samsung, you had 14 days to return a phone under warranty.  If the phone is damaged, they bill you.  If you return late they bill you.

 

I agree this was not managed well on ATT side, but you blew it too.

 

 FYI the forum could have help you with data transfer via Samsung switch or Google tap and go services, if you had asked us.

 

Contributor

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2 Messages

7 years ago

Currently going through this now. I went to the at&t store to upgrade my phone from the 6S Plus to the 7 plus through the iPhone forever plan. I traded my phone in at the store and they ensured me that they would take care of the trade in then two weeks later I begin to get alerts saying I have one month to return the phone. From December 6th to today i have called At&T eight time and visited the store I upgraded at 4 times. When I call At&T they tell me to go to the store and when i go to the store i am told that the trade in manager will handle it, after having to track him down. Now my bill is showing charges for a phone I don't even have and I refuse to pay it. I plan on leaving At&T and going to Sprint. I have been told that Sprint is better at dealing with internal problems quickly.
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