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br3ntm's profile



2 Messages

Tue, Dec 3, 2019 11:25 PM

Getting Billed $1,000 for 2 Phones That Were Returned!!

I upgraded two of my cellular lines to the iPhone 11 Pro Max 512GB and iPhone 11 Pro Max 256GB using the AT&T Next program when the iPhone 11 launched in September.


Inside of my new phone boxes, a prepaid return label for each of my old phones was included, along with directions to take the old phones to the US Post Office for return and that I could track the status of the return through Newgistics.  I dropped the phones off at the Post Office on 9/25/2019 and Newgistics’ website does in fact show that the phones were dropped off on the 25th and picked up from the Post Office by the “Shipping Agent” (aka Newgistics) on 9/28/2019 at 8:14am.


Yet, AT&T has billed me just south of $1,000 for not returning my two old devices (iPhone 8 Plus, Red, 256GB and iPhone Xs Max, 512GB, Silver), even though I have proof that they were returned.  After 5 attempts of calling “Customer Service” and “Customer Loyalty” over a 2+ month period, the issue has yet to be resolved, in spite of the (empty) promises they’ve given me.


I’ve been a LOYAL AT&T wireless customer for 14+ years with 9 cellular lines, plus U-verse TV and U-Verse Internet.  With the amount of money that I fork over to AT&T on a monthly basis (~$700/m), this is situation is maddening at best.


Who at AT&T is going to take ownership of this issue and finally RESOLVE it for me?  Otherwise, I’d be happy to go see what your competition can do for me.  Thanks.


Community Support


172.5K Messages

2 y ago

Hi @br3ntm,


Thanks for reaching out to the forums team! We know how important and time sensitive billing issues can be, so we encourage you to contact our chat teams for expedited service. You can do this by visiting our Contact Us page, and clicking on the Chat Live button. Please let us know if you have any other questions we can assist with!
Collin, AT&T Community Specialist



2 Messages

2 y ago

Hi Collin,


I spoke with AT&T Customer Service via phone and chat several times, as noted above, and neither were able to resolve my issue.


If anyone else is experiencing a similar issue, I would recommend filing an informal complaint with the FCC to get your issue resolved. https://consumercomplaints.fcc.gov/hc/en-us/


I filed my informal complaint on the afternoon of Thursday, 12/5.  The FCC reviewed my complaint by the afternoon of Friday, 12/6, and served it to AT&T the same day, giving them 30-days to resolve the issue.  I then received a call this morning, Monday, 12/9, from AT&T's Office of the President advising me that they received my complaint.  The representative gave me a recap of the complaint submitted, thanked me for providing pictures of the devices, as well as the return tracking numbers.  She indicated that there have been some issues with AT&T Next trade-ins and that this issue likely occurred due to my devices not being properly scanned into the system.  


She advised that she would be reversing the non-return fees by applying credits to my account for both of the "non-returned" devices due to the evidence that I provided.


AT&T really needs to empower their Customer Service teams to handle these sort of issues on their own, or at least allow them the ability to escalate to the Office of the President, instead of forcing its customers to file a complaint with the FCC to get anything accomplished.





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