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4 Messages

Wednesday, August 16th, 2023 3:51 PM

Charging $800 for a new cellphone that was returned - DON'T FORGET TO WRITE DOWN THE TRACKING NUMBER - SCAM

We are being charged for a returned cellphone which was ordered under the upgrade on an existing line.  Phone was returned with AT&T label in March, but because we didn't write down the tracking number, we are being charged $800.  Spoken with more than 5 different people who tell me it will be credited to the account, only to have the credit denied later and have to start the argument all over again from the beginning.  Justification is that they 'don't show it being returned and can't find it without a tracking number'.  At one point, was given an email address and instructions to be able to reach out back to the person who was 'handling' the problem, but never got a response from him.  Have spent hours on the phone, gone to USPS to try to track, and spoken with UPS, who tells me this is a pattern of behavior with AT&T and that AT&T has a reputation for this.  We have been in business with AT&T for almost 40 years.  I can't seem to get through to a person who can actually make a difference here.  Maybe I should be talking with one of AT&T's competitors if this is AT&T's idea of customer service.  Maybe AT&T is now too large to consider customer service an important aspect of business.

ACE - Sage

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117.8K Messages

10 months ago

Yeah I hate to say this because it's closing the barn door after the horses escaped, but always always always , take a photograph of your shipping label. 

Then take your phone to the post office, hand it over the counter get a counter receipt. Take a picture of the counter receipt because that is proof of shipment. Within a day the tracking number should appear online, login take a screenshot of the tracking information and save that as well.

If you had that you would have proof of shipment and AT&T would have to credit the account. But you don't. You have no way of knowing whether someone at the post office stole your phone, or whether it ever was checked in at the post office and into the postal system.

It's an expensive lesson

4 Messages

10 months ago

Unfortunately, I'm cleaning up after others.  You're right, it's an expensive lesson.  If AT&T had integrity, they would credit the account.

Community Support

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232.3K Messages

9 months ago

Hello there! This isn't the experience we want you to have. Just a few tips that may help you with the situation.

  • When you send a package through USPS they will send an email to your registered email address with the tracking number.
  • If you dropped the device off at an AT&T store please visit that store to see if they can retrieve the tracking number for you.

Thanks for reaching out!"

4 Messages

9 months ago

After speaking with the Loyalty Department for two hours, this issue has finally been resolved.  It only took from March until August.  All I can say is wow.

Community Support

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232.3K Messages

9 months ago

Hi, we are glad to hear that the situation is taken care. 

Please reach out to us if you have any questions in the future. Thanks for being a great part of AT&T.

 

Antony, Community Specialist

4 Messages

9 months ago

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