Pre-order the New Samsung Galaxy Z Flip4 & Galaxy Z Fold4 and, for a limited time, get twice the storage and a free case!
Help for account, billing & more
V

New Member

 • 

2 Messages

Wed, Aug 4, 2021 3:15 AM

What to do about a returned phone that ATT claims they never received.

So back in may of 2020 my wife and I upgraded to 2 iPhone pro max. She got the 64gb I believe and I got the 256gb.

She scratched her phone up with her keys or something so we ordered a replacement which they did not have any extra 64gb so they sent us a 256gb (free upgrade).

in may of 2021 we upgraded to iPhone 12s, and I (like a AH) sent both phones in the same box. However they are stating they did not receive one phone....the 64 GB and they are charging me 500$. 

now I don’t see that charge on my account at all and I’m worried they will charge me 500. 

do you think it is because they are looking for a 64GB and 256GB iPhone 11 but received 2 256GB iPhones? 

Accepted Solution

Official Solution

ACE - Sage

 • 

98.7K Messages

1年前

The phones are identified by their IMEI. If when you received your insurance replacement you never corrected the IMEI they are indeed looking for the original 64 gigabyte phone. It may have something to do with them both being in the same package.

You were given a sticker to mail your phone's back. Each sticker identifies the account and the phone line  the phone inside belongs to. Unless you put both stickers on the outside of the box, but even then they may have scanned one sticker and not the other sticker.

      And since the IMEI on the new 256gb phone does not match the one that AT&T sold you they cannot put this random phone together with your account.

    Major problem. Huge.

You can try filing a Better Business Bureau complaint and see if that will encourage At&t to look for that 256gb phone a little harder, but if I were you I would keep my fingers crossed on both hands.

(edited)

Constructive

Employee

 • 

28.7K Messages

1年前

You sent them to the wrong place🤦‍♂️

New Member

 • 

2 Messages

1年前

Just finished speaking to them, they were able to locate the phone by the IMEI number. Yes it was because they were looking for a 64GB iPhone and had no idea it was upgraded to a 256GB during my insurance claim 2 years ago. So they have removed the pending charge. 

ACE - Sage

 • 

98.7K Messages

1年前

Awesome!  I'm stunned and thrilled for you.

Need help?
Fix, replace or check device delivery
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.