Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need help understanding your bill?
rjwilson's profile



2 Messages

Thursday, December 6th, 2018 12:52 AM

AT&T Non-returned device charge

Phone in question is on an Unlimited plus post-paid plan with 5 lines.

After an AT&T NEXT every year upgrade, I made a mistake shipping my old phone back to AT&T and the device ended up arriving two days past the "return by date"

Prior to the "return by date" I called AT&T CS on the day I was re-shipping my old phone to notify them that it would now most likely arrive 2 days late; I was assured that this was okay and I was informed that my account was noted with the tracking number.

Fast forward to 11/28 I noticed that I had been charged for my old phone so I initiated an online chat with AT&T CS; the rep "confirmed" that my returned device fee would be credited back by my next bill and that my bill due date would be extended from 12/11 to 1/8/19 to allow time for the credit to be applied.

I left for a trip on 11/29 and returned home this morning 12/5 to find my that my phone was mailed back to me with a note stating that it could not be accepted because it arrived past the trade-in window. The phone was returned to me without prior notification, after being told my device would be accepted and having my "future credit" confirmed.

I was on the phone with AT&T CS for over 40 minutes this afternoon and the response I received from 3 different reps was that there was nothing they could do, the phone could not be traded in.

This is ABSOLUTELY PATHETIC customer service on behalf of AT&T to someone who has been a loyal customer since Cingular wireless, has 2 wireless accounts (one with 8 lines and one with 5), AT&T U-verse, and Directv. 

If the best AT&T can do is "discount" my bill by $10/month (basically putting the cost in line with the newer unlimited data plan) then I recommend anyone considering a switch to AT&T: stay with your current provider! Once you come over to AT&T, you're no longer a valued customer. You're just an account number with a monthly payment attached.


Community Support


232.3K Messages

5 years ago

Hello @rjwilson


We do apologize for the inconvenience regarding the trade-in inquiry, and would like to know more of what we can do to turn the experience around for you.

Can you tell us if you have received the returned credit for the old device?


Dwight, AT&T Community Specialist



2 Messages

5 years ago

No Dwight, I did not receive credit for the old device. AT&T shipped it back and charged me $350 instead; doubling my last payment before Christmas. Merry Christmas to me right? 


What could AT&T do to turn things around you ask? Perhaps CS supervisors should be given the authority to make prior arrangements/exceptions instead of telling customers: "We're sorry. We aren't given the option on our computers to correct your situation." That's a terrible, over-used excuse. 

For my specific situation, a one month bill credit or a waived device charge would have been a much nicer Christmas gift.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.