Skip to main content
AT&T Community Forums
Learn how to Get the iPhone 12 Now!

New Member


1 Message

Sat, Jan 18, 2020 5:05 PM

Refund Under Review

First, the sales rep misrepresented the free phone promotion. She said the phone we had could be traded in for a new iPhone 11 which we would get for free. Come to find out, the phone we had had a $0 value and we would end up having to pay in full for the phone. We called several times to explain the situation and that we wouldn’t have agreed to add a new line if we had to pay for a new phone, but they’ve made it impossible to resolve the situation, so we are stuck paying for the phone. A manager said he would call us back to resolve the situation and that never happened.

On top of all of this, AT&T shipped the new phone to the wrong address, which we notified them about immediately. They cancelled the order and we had to start a new order, so we had to pay taxes on the new phone, so we requested that the taxes paid on the first be refunded, which they said it would be.

The refund is “under review” either because the equipment was sold at $0.00 or it may not meet eligibility requirements for return. If a refund is due, it will be processed within 5 - 7 business days.

We never saw the first phone they attempted to ship, never touched it, or even saw it because they shipped it to wrong address. I’m not sure why the refund would be “under review” because it was AT&T’s fault and not ours.

What are the options here? Will we be charged for paying for the first phone they shipped to the wrong address if they deem it ineligible for return?


Brand User

Community Support


136.7K Messages

9 months ago

Hello, @Abaguio,


Thank you for reaching out. We're glad to learn a case has already been opened on the misshipped device and for the refund. Once you've received a response on the case and refund, let us know if we need to investigate this further for you.


Have a great week.


James, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Get started...

Ask a new question