New Member
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2 Messages
Charged for lost phone
I mailed back a phone via a warranty replacement with the box and pre paid label AT&T sent me. They're claiming its not been received, have charged me $800, say they don't have the tracking number, and keep asking me for my USPS receipt. When you have a pre paid label you just put the box in the blue bin. There is no receipt as there is no transaction. I have spent over 2 hours trying to explain this to 3 different people at AT&T. If the package was lost by USPS they need to file a lost package claim. I'm not able to initiate this claim as I'm not technically the shipper. This is absolutely disappointing as I've been with this company for over 15 years.
ATTHelp
Community Support
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231.4K Messages
4 years ago
Hi @Holli,
Thank you for reaching out. We understand this has been a less than stellar experience. Allow us to take a closer look.
In order for us to begin our investigation into your inquiry, we recommend you visit the local USPS store to obtain the tracking number associated with the package. This will help us trace and find out at which point there has been a delay or a loss in transit.
We hope to hear from you soon.
Doyin, AT&T Community Specialist.
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Holli
New Member
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2 Messages
4 years ago
The tracking number is the one that was on the label AT&T provided me. I didn't take a photo of the label, unfortunately, but I've received several calls from AT&T agents who were able to track the package and that leads me to believe you have the tracking information on file in your system. I'll also reiterate that when you are given a box and a label for shipping the only transaction that takes place at the post office is dropping the box in the blue bin. Therefore, there is no other record or information that can be obtained by visiting that location. I need some additional assistance here -
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akcherrygirl
New Member
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1 Message
3 years ago
We are having the same issue. Says that we dropped off the phone to the post office but nothing after that. How is that our responsibility now? The post office should pay AT&T for lost items but we did our part dropping it off. So many other people have the same issue. So many.
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