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GabriellaG93's profile

Contributor

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3 Messages

Monday, June 17th, 2019 4:19 PM

Charged for a returned phone

Hi, I recently upgraded my iphone in-store through the NEXT program. The store employees gave me a box and shipping label and instructed me to send back my old phone (I don't understand why they can't take care of this). I sent the phone back, the tracking information said that it was delivered, so I assumed that was that. Then two months later, I have a charge on my bill for $350 for not returning the phone. I spent over an hour on the phone with customer service last week and they "opened an investigation". I was assured I'd hear back on the findings of their investigation but it's been over a week and still nothing. I'm considering a report to the BBB as it looks like that prompted action for others in similar situations.

Community Support

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230.7K Messages

5 years ago

Hi, @GabriellaG93,

 

We'd love to look into the returned iPhone for you. To do so, we'll need some account information.

 

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

 

James, AT&T Community Specialist

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