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Silveyhome's profile

New Member

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4 Messages

Sunday, March 19th, 2023 5:28 PM

AT&T claims never to have received phone I mailed back to them 4 months after the fact.

I upgraded my phone sent the old phone back in box and with return preprinted label.  4 months later my phone bill has a charge of 1300.00 added to it due to no record of old phone being returned. I have been on the phone with AT&T at least 6 times all 30 plus minutes of wait time. I've gone back to the UPS store I dropped it off at. I'm at a total loss and ended up paying the bill today to avoid my phone service being disconnected tomorrow. Why did they wait 4 months before telling me they didn't receive the phone? I'm certain I took a picture of the box with the label on it but I deleted it after a few months. It looks like I'm not the only person who has experienced this. Should I file a complaint with the BBB? I'm planning on continuing to pursue the issue. I just can not imagine AT&T not having records of their return labels.  

Accepted Solution

ACE - Sage

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117.8K Messages

1 year ago

Always get a counter receipt, and then follow tracking.  

After this much time, there is no record of tracking.

Community Support

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232.3K Messages

1 year ago

We understand how frustrating this can be trying to locate a lost package @Silveyhome.

 

Let’s meet in a Direct Message to assist you with your phone that you shipped in, we will need to look over your account in more detail. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums)

 

We look forward to hearing from you!

 

Marilyn, AT&T Community Specialist

1 Message

10 months ago

Same situation here. Upgraded a phone, which I have been doing for atleast 10 years. Sent back in the trade in with the shipping label they provided.  Now 5 months later the are charging me for no phone received. Used my home mailbox, so I have no receipt. They generated the return label, and I believe they should be able to track it. They tell me they cannot. Very frustrating. 

ACE - Sage

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117.8K Messages

10 months ago

@tjem02 

Sent back in the trade in

Trade-in?  Or did you mean Next up early upgrade?  There is no non-return fee if you participate in a trade-in promotion. You just don't get bill credits for 36 months.  

with the shipping label they provided.  Now 5 months later the are charging me for no phone received.

Tracking should be followed from the moment you drop your phone off at the post office and get a receipt.

Used my home mailbox, so I have no receipt.

You have no way of proving that your mail wasn't stolen out of your mailbox. Someone else could be enjoying your old phone.  

They generated the return label, and I believe they should be able to track it.

They cannot track something that was never entered into the postal system. Even if it did enter into the postal system tracking is not kept for 5 months. It behooves us customers to fill the gap by tracking packages and taking screenshots to prove that the package moved through the system.

They tell me they cannot.

Not after 5 months.  Not even 3 months.

12 Messages

10 months ago

This is the biggest scam with att. It's better to return the phones at a att store but not a 3rd party store. Ask for a receipt then track the return process.

File a better business bureau complaint like the rest of us with the same issue

12 Messages

10 months ago

Correction...  I was advised by att this wk, warranty exchange cell phones can only be mailed back to the fulfillment center.. Good luck, as this is where the problems occurs and the returned phones "get traded by soneone" for non.att phones.

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