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RIKI0101's profile

Voyager

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1 Message

Monday, August 5th, 2019 5:34 PM

AT&T lost retuned phone and charged me

I sent unused iPhone back with a return USPS label AT&T provided. The tracking number tells it was picked by the third party carrier: Newgistics and after that there was no status updated. It is lost.  AT&T told I had to pay until they got the phone returned and I see a charge of $650 on my bill.  This is not acceptable.

Every time I spoke with the customer care / Loyalty group, they understood the situation and told me to call me back in three hours,  next week,,, they specified the time and date but no one, NO ONE called me back !!!  Some other agents promised the bill would be fixed by 7/31 and another agent said by 8/5 but after these three months and hours of phone calls,  the situation has never been changed.  No one from AT&T has attempted to solve the issue seriously and wasted my time and their time as well.

ATTHelp

Community Support

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207.2K Messages

3 years ago

Hello @RIKI0101,

 

We'd be more than happy to take a closer look into the status of your return. We'll be sending you a private message to request account information shortly.

 

Sean, AT&T Community Specialist

New Member

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5 Messages

2 years ago

I know it's been a while since your initial post. I do hope that your issue was resolved. I am going through the same thing. I'm being charged for a device that was sent back and had to open a case. It hasn't been but a few days since I opened the case, but I have heard anything since it has been opened. It took me over a week to speak with someone that would actually help. I don't understand why AT&T doesn't do something about their return process. I shipped the phone back well within the return window. When I track it, it shows where I dropped it off at my local USPS. Then shows that it was picked up by a shipping parter...(Newgistics)and arrived at the Newgistics warehouse. Then mysteriously disappeared, no more tracking info. After reading multiple complaints about the same thing happening with Newgistics...AT&T needs to investigate why so many returns just disappear. I have been a customer for over 5 years, and am disgusted by this whole situation. The return label, which is provided by AT&T is their responsibility. I tried to return the phone in store, and the employee advised me I would be charged a restocking fee, and my best option would be to ship it back. Well I did, and now I'm being charged an additional $599 and tax for an iphone 11, that I shipped back. If my case is not resolved, I will be contacting the FCC and BBB. I am very upset and frustrated. This also has caused me unnecessary stress and worry. After multiple calls and being passed around from reps who had no idea how to help or what to do, besides transferring me to someone else. I finally ended up with a very kind rep, who opened a case and done more than the multiple others, I had spoke with. If I had known how ridiculous it was going to be to return the phone, I would have just paid the restocking fee. I could understand if I still was in possession of the phone, to be charged for it. I have never really had any issues since I have had service, but this is unacceptable for AT&T to treat a customer who has spent thousands of dollars with them. Apparently they could care less about customers loyalty or charging them hundreds of dollars for an item that was returned to them.

New Member

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1 Message

2 years ago

It’s the same thing over and over with At&t, I am currently on the same situation. I have 3 other family members this has happened to. I also tried to give the phone in the store(how convenient that they won’t do it this simple way) they themselves packaged and labeled my device, I dropped off at USPS and same story, phone disappears and now I’m being charged over $700 3 months later!!! This is unacceptable and the fact that it’s happening so very often goes to show it’s a great business. My parents and I have been a loyal costumer since it was called Cingular over 20 years and it has progressively gotten worse and worse. We are prepared to take this to the news and have everyone this has happened to come forward, because something has to change. 

New Member

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3 Messages

2 years ago

I am having the exact same issue. Did you get yours resolved?

New Member

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2 Messages

2 years ago

Me too I’m in the same boat 

New Member

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2 Messages

2 years ago

I’m going to file a (Edited per community guidelines) against AT&T this is totally unacceptable

(edited)

New Member

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3 Messages

2 years ago

My situation was only resolved after filing a claim with the BBB. Within 24 hours someone from the AT&T office of the president called me and resolved the issue. 

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