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Tutor

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4 Messages

Sat, Dec 12, 2015 6:25 AM

USPS Lost NEXT Return Packages

I upgraded 2 iPhones at Apple Store on 10-17-2015
They were on the Next plan and so I was required to return them to AT&T.

 

At the time of purchase (Of the new phones at the Apple Store) I received 2 prepaid USPS shipping labels and was instructed to return the old phones via mail.

 

I received 2 text messages from AT&T in mid November stating that AT&T has not received the returned phone and I would be charged $299.60 for each of the 2 phones.

 

On 11/17/2015 I contacted AT&T to determine how to resolve the issue of the non-delivered returns. The Customer Service (CS) Rep confirmed that AT&T had not received the returned phones and acknowledged that the two tracking numbers showed the packages were in transit. The CS Rep the informed me that I would need to wait until the two charges of $299.60 show up on the next bill, then dispute them. The CS Rep indicated that she would annotate my account so that the next CS Rep I speak with would have all of the background information when I call back after December 4, the date my next bill would be issued.

 

On 12/2/2015 I received two charges on my account for $299.60 for non-returned phones.

On December 11, I contacted AT&T to request my account be credited for $299.60 for each of the two returned phones that AT&T indicates were not received. The CS rep asked for USPS tracking numbers that I previously provided AT&T on 11/17/2015. The CS Rep then advised that I would need to work with USPS in locating the two missing packages. I explained that I had already contacted my local USPS facility in and they (USPS) were not successful in locating the packages. The AT&T CS Rep then advised that I would need to contact USPS again and get them to provide a written acknowledgement that the packages were lost.

I explained to the AT&T CS Rep that it's not my responsibility to deal directly with USPS since I am the third party.

 

I then asked to speak with a manager within AT&T Customer Service. I explained the situation to the manager. He stated that I would need to ask USPS to email me a confirmation that the packages were lost by USPS. I explained to the AT&T manager that since I am the third party, my only responsibility is to ensure that the phone return packages are dropped off and accepted by USPS, and that it should be AT&Ts responsibility to follow up directly with their postal carrier that they contracted. I explained that if I was responsible for purchasing the return postage I would have used a different parcel service and insured the packages.

 

The AT&T Manager was unwilling to take a customer-friendly position and instead insisted that I, the Customer, spend the time dealing with AT&T's supplier (USPS/Newgistics). I have no leverage with USPS or Newgistics; I anticipate it will be difficult to get cooperation. Also I am traveling through the end of the month so it will be very difficult to find the time to deal with this.

 

Has it been this difficult for anyone else, or easier?  Has anyone had a similar situation with a positive outcome?

Responses

Contributor

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1 Message

2 years ago

This has happened to me I returned 2 Samsung S9 and returned via USPS but they told me they trucked the phone that it was at the USPS .AT&T said they didn’t receive the phone and I owe them $ 2100 . I talked about 20 different customer service and each one give me different . I finally talked to a Manager and told me she will do investigation and finally emailed me a closure of the case but didn’t say that I don’t owe them. I got s bill that I owe them that they didn’t receive the phone . AT&T gave me s trucking label that has s number and letter when I contacted USPS they told me all their trucking label are only ‘digits ‘ . AT&T sent the bill to a collection .I have read the same situation from different customers . i like to advice people to be aware of this. I like to know if anyone have a dolution.

Contributor

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2 Messages

2 years ago

***** My husband and I have been dealing with the same issue.  While my father was in the ICU, instead of spending time with him (he did pass away), we had to spend numerous hours on the phone with ATT for phones that we put in the mail using their prepaid labels. I tried chatting, calling, social media- EVERYTHING. They keep claiming it isn't their fault, however it is.  I was told I'd have a resolution in 3 days- I'm now at a month later with no contact. Their stores won't take back the phones, they force us to use these labels, and then when lost- they claim it's all OUR fault.  My husband disabled auto-pay, they renabled it WITHOUT our permission.  Everything about this is illegal and it's fraud.

 

[Edited to comply with Guidelines]

David606

Employee

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3.5K Messages

2 years ago

Do you have the post office receipts from when they were dropped off?
*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.
lizdance40

ACE - Sage

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79.7K Messages

2 years ago


@lmwiker wrote:

***** My husband and I have been dealing with the same issue.  While my father was in the ICU, instead of spending time with him (he did pass away), we had to spend numerous hours on the phone with ATT for phones that we put in the mail using their prepaid labels. I tried chatting, calling, social media- EVERYTHING. They keep claiming it isn't their fault, however it is.  I was told I'd have a resolution in 3 days- I'm now at a month later with no contact. Their stores won't take back the phones, they force us to use these labels, and then when lost- they claim it's all OUR fault.  My husband disabled auto-pay, they renabled it WITHOUT our permission.  Everything about this is illegal and it's fraud.

 

[Edited to comply with Guidelines]


If you followed directions, which were to use the labels, save tracking numbers and take to the USPS and get a counter receipt, and the smart labels were checked in, and transferred to Newgistics.  If your tracking shows it went through, then you’re going to be okay.  But if it never shows you posted the phones, it is on you to pay for them as the shipper.

   ➡️  So where does the tracking say the phones are?

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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