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Lisacas's profile

Contributor

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3 Messages

Fri, Apr 14, 2017 2:12 AM

Very upset customer!!! Returned iPhone meanwhile keep harrassing me with charges of phone.

Back in early March I went into the store to upgrade my phone. I got a new phone and they gave me a smart label saying that they couldn't take the old phone a Samsung there in the store now it has to be shipped out. Something told me to send this through the post office and not just by putting it in my mailbox, that way I would get a tracking number at the post office. Well it was shipped on 3/3. The fact it's called a smart label is rediculous this smart label/newgistics outsourcing through a third party is where the problem starts. 

 

I receive a message on march 3/10 saying that if att does not receive the phone by said date I will be charged 700 dollars for the old phone. I check online the tracking on usps, and for me it says it was shipped but nothing more. I call talk to a rep named Domingo he says oh yea with that tracking # I can see it has been received by newgistics once it goes to them you are no longer responsible. You shouldn't receive any more messages give it till 3/15-3/16 it should have arrived at the att center in Texas. He is like I will add notes etc etc. Well then 3/22 I receive another message saying that the att center hasn't received the phone and that if they don't receive it I will be billed for a full amount of the phone (which the reason I got a new phone is because it was an 18 month old phone I was eligible an upgrade. How are you going to charge me 700+ for this phone? when everyone knows this phone is no longer being sold for the 700+... not to mention I am on the next program therefore I paid a monthly amount on this item...  why am I paying full amount, that is the amount of the phone on the date of purchase, when there have been payments towards this phone, surely the monthly payments of the phone should be put towards this, the whole thing sounds not  logical at all and unfair?)

 

I Speak to Shannon another agent on 3/22 she states oh you got that message that's just a reminder most likely. I give her the tracking # tell her I spoke to Domingo she looks on her computer and states that oh yes it has been received on 3/4. We haven't received it in the system, but maybe it's processing. Again she's like let me note this in the system because it has been received you shound not be billed. 

 

Now it is 4/13 the deadline for the phone to be received by att. Of course, there is another message sent saying if it has not been received by 4/13 the next bill, which the bill cycle ends tomorrow,  the amount of the phone will be added. I call again as soon as I get through I tell a little bit of the situation they put me on hold and hang up on me. Then I call again when I get through to an agent I ask for the situation to be elevated I want to speak to a supervisor, the man says yea sure, says he will connect me puts me on hold and guess what I go again to the automated system so no manager/supervisor.... Now I get patched through to a female Joana I ask to speak to a supervisor again she is like let me ask you questions before I put you through. Ok fine again I give her the tracking number and now it has a new received date by newgistics 4/11 (for some reason it was sent from a facility in our local town to one that is one town away.... never made it to Texas.... what the heck is going on with this newgistics). Why did it take a month from 3/4 to 4/11 to be sent literally 14 miles from one zip code to the next one. Joana wrote all this information down, I got her employee ID and she gave me a case number. Said I would be contacted on the 18th of April. 

 

I am very upset as a customer of 15 years to AT&T. First I follow the new procedure do as I'm told in the store. I send it in. I know that it was placed  from the post office to newgistics responsibilities because my tracking number tells me this much. Once that happens as the customer I did my duty it was done correctly and passed to the right hands.... WHY does this become my financial responsibility now? Then when trying to correct this with the agents they give me answers say there putting in notes BUT I am being harassed with this messages threatening that if it is not received I will be financially responsible. Another issue when I ask for the situation to be elevated and I want to speak to a manager I get the run around I get hanged up on, transferred and at the end of the day I still did not speak to a manager. Seeing that I have tried to go through the appropriate channels and still have not gotten the attention I requested the next step is write it about this on my blog the horrible customer service I have received and then report this to the better business bureau. 

David606

Employee

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3.5K Messages

6 years ago

Did you get the receipt from the post office? All instructions for warranty, Next trade-ins, etc state to get the receipt when you drop off. If your local post office is doing everything as it should then it would have automatically printed out when they scanned the label. The receipt is proof it was accepted by USPS and the end users "insurance" on a return.

 

EDIT: So the tracking shows acceptance by Newgistics? Message @ATTHelpForums so they can look into this.

Contributor

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3 Messages

6 years ago

Yes I have the receipt from the post office that's where the tracking # is listed. That is how I know it was moved from the local post office and is now with newgistics. AT&T customer service is still messaging that I will be billed if it is not received by there facility on the date of 4/13.  The agents have all said after about 30 minutes on the computer we see it was received by our third party newgistics and you will not be billed. I will see when the bill lands if it is added to our bill. 

David606

Employee

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3.5K Messages

6 years ago

If it gets billed then give 611 a call or message @ATTMobilityCare. You've done all you need to do in this instance. The automated texts just get sent out automatically so no need to worry about those. You have the receipt, you've done what was asked of you. If you get charged, call 611 and ask for tech support. That's the department who covers warranty.

Contributor

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3 Messages

6 years ago

Well it was added to my next bill I will call 611 number now!

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