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SMK051011's profile

2 Messages

Saturday, July 29th, 2023 2:12 AM

Charges for an Apple Watch I returned

I went to the ATT store June 5th. Both my husband and I upgraded our phones and took advantage of the BOGO watch sale. I was also talked into a 3rd watch for signing up with firstnet. I told the rep I didn’t need it, but he insisted I take it because it was free. Later that night, I decided it was a silly idea and called customer service to return it (unopened, in the box). The woman I spoke to said I could return it free of charge and as long as I sent it back within 30 days, I wouldn’t not be charged. I was sent a return label and I shipped it the next day. I waited until I received email confirmation stating it was received before calling att back to cancel the line (as instructed from the first rep). Now I have a $320+ charge on my bill for the watch! I called customer service back and they said they have no records of who I spoke with, what was said, or any information regarding the watch. I, unfortunately, deleted the email with the tracking and the confirmation thinking that I was in the clear (obviously this was a wrong move). The rep told me the best she could do was create a report to send to corporate and see if they can resolve this. Has anyone else felt with this? What was the outcome? I wish I didn’t delete the emails, but also I’m very disappointed with ATT that they have no records on their end. Isn’t their calls “recorded”?! How do they not have record on their end?! 

ACE - Sage


118.3K Messages

11 months ago

Calls are recorded for training purposes and not all calls are recorded.  They certainly have no way of looking back to find a specific phone call, even if it were recorded.

Ideally, you always save receipts. In this case that email was very important, it should not have been deleted.

You also should have saved the counter receipt from the post office when you returned the package.  The counter receipt would have had your tracking information and was proof that you shipped the watch back with the label created by AT&T.

2 Messages

11 months ago

Definitely. I didn’t think I would have any issues, just following what I was told from the rep over the phone. Regardless, I don’t understand how this is not reflected in my account that I returned the device. 

Community Support


232.9K Messages

11 months ago

Hello SMK051011, we're here to help with your return.


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