Get the new iPhone 15, iPhone 15 Plus, iPhone 15 Pro & iPhone 15 Pro Max from AT&T Now!
Need help understanding your bill?
G

New Member

 • 

3 Messages

Wednesday, January 29th, 2020 9:08 PM

Installment Plan Remains on Account After Returning

So I returned an iPhone 11 Pro Max back on January 9th, 2020, and as of January 29th I continue to show the installment plan on my account. I was told it could take up to 14 days, but it has been more then 14 days now. I have tried to talk to the store, and they tell me EVERY TIME that the store manager is not in. I talk to corporate stores and I am told that I have to go through the Authorized Retailer that I purchased the phone from. And when I call all the phone numbers I have been given, and all they can tell me is that there is no record of me returning the phone and I would have to go back to the Authorized store. I am getting very upset with the customer service I am getting, and I do not know what to do next. My bill is due in 5 days, and I do not want to pay for a phone I returned. What can I do to resolve this without having to drive back and forth 15 miles each way, and sit on hold for hours? Or at least if anyone has some advise on how to resolve this. I am lost on what to do next.

Gregory H.

New Member

 • 

60 Messages

4 years ago

how many days you haved that device you cannot return the device more than 15 days or will charge all the phone that are in terms agree to made the order.

if you return it in that 15 days keep any bill or prove of return and call to review if line are canceled or had another problem

good luck

(edited)

Former Employee

 • 

32.9K Messages

biggest question is how long did you have the phone. Many times people are months into paying for a phone then think if they send the phone back they won’t have to pay. In those cases At&t doesn’t want your phone. And will continue to charge until its paid off

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

New Member

 • 

60 Messages

agree with you, he explain better than me

New Member

 • 

3 Messages

@TaikiTheWarrior I returned the phone within the 14 days I had to return it. I also took it in person to the store I purchased it from 12 days after I bought it. They confirmed it was returned timely. My receipt shows it as well.

New Member

 • 

3 Messages

@Constructive I returned the phone within the 14 days I had to return it. I also took it in person to the store I purchased it from 12 days after I bought it. They confirmed it was returned timely. My receipt shows it as well.

New Member

 • 

60 Messages

You have to call to customer services to review if in that line continue the services installments or already appear cancelled
Not finding what you're looking for?