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New Member

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1 Message

Mon, Feb 17, 2020 1:11 AM

Charged for a non-returned phone after being told I did not have to return it :(

I upgraded a line...Paid a fee...I Live chatted with AT&T to make sure that I did not need to return the phone. The agent assured me it was paid off and that I didn't need to return it. I took a screen shot. Now I have been charged $100+ because I did not return the old phone. Just chatted with a supervisor and he told me there is nothing I can do.

Anyone know if there is something I can do with the screen shot?

I would have returned the (Edited per community guidelines) phone if I knew I had to. So frustrating.

Responses

lizdance40

ACE - Sage

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71.6K Messages

a month ago

When you are upgrading and haven't paid off your phone, you are charged the remaining installments, not a 'fee'.

Screen shot of what?

Go back and read all your past bills to see how many installments were paid on your phone. There should be a record of a full pay off of your phone at the time that you upgraded.

I suspect that you were informed incorrectly and that you paid to upgrade with the return of your previous phone. Since you did not return the phone you have been charged the remaining installments to keep the phone.

(edited)

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sandblaster

ACE - Expert

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35.5K Messages

a month ago

Sounds like the “fee” you paid was the amount needed to get to the upgrade point, not the amount needed to completely pay off your phone. You can easily determine how much you actually owed on the phone by looking at your last bill with a phone payment and see how many payments were left. Multiply that number by the monthly payment amount, that will tell you how much was actually owed.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Administrator

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111.6K Messages

a month ago

Greetings @PeloSalsera!

 

Allow us to assist with those additional charges. We advise that if you chose Pay-To-Upgrade then the option allows you to pay the remaining installment payments up to the trade-in point.

 

However, if the option for your upgrade is Pay-Off then the device is yours and you're charged the amount due for the remaining balance of your phone.

 

We hope this info helps.

 

Lar, AT&T Community Specialist

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