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Phone delivered to return center, ATT saying not returned, cancelling refund

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Phone delivered to return center, ATT saying not returned, cancelling refund

2nd post - could an AT&T employee kindly respond?

 

My husband participated in the AT&T Next trade in program.  He purchased his new phone, had organized the trade-in status online, & returned the old phone in the same box as instructed, with the label that AT&T provided via email.

 

The phone was delivered to your facility in Fort Worth.  But AT&T is stating they have not received it, & that they have cancelled the return, including the money that he was to be paid for the trade in.  He did return & you did receive the return within the 14 days as required - we have the tracking confirmation of delivery.

 

We have been on multiple phone calls between Apple & Fovio, who they initially told us had it.  But the delivery was actually to AT&T, so we are trying to connect to the appropriate entity.  This has been since November.

 

I would sincerely appreciate your help, reaching a customer service representative anywhere that can actually assist us has thus far proven nearly impossible.

 

Thank you in advance for any assistance you can provide!

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Message 1 of 8
Professor

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

This is a user-to-user forum with only minimal moderation by AT&T. If you want to contact one of the moderators, you can send a direct message to @ATTCares, but it usually takes a few days for them to respond.

Message 2 of 8

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

Thank you - the system says ATTCares no longer accepts direct messages, you cannot message them.  There is not a direct way to contact customer support outside of going through the labyrinthine customer service phone line.

Message 3 of 8
Professor

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

That's correct, the correct way to reach customer service is by calling them, not through this forum. A moderator may see this post and send a private message, but (again) it's not guaranteed because they review hundreds of forum posts and may take days to respond, if ever.

Message 4 of 8
Contributor

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

All you get when you call customer service is the run around and bullcrap answers. I am starting to think this place is a scam. 

Message 5 of 8
Contributor

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

This exact same thing is happening to me now! Two and a half weeks and still haven't credited my account for the returned phone.  I can't go buy another one because it still shows I have the xr. This service is ridiculous!😱😡🤬 I've been with them10 years never late on my payments!

Message 6 of 8
Professor

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

Two and a half weeks and still haven't credited my account for the returned phone.

Per the Return Policy, "Your refund for a return will be made through the original payment method (credit, debit, check, etc.) and may take up to two months."

Message 7 of 8
Scholar

Re: Phone delivered to return center, ATT saying not returned, cancelling refund

AT&T losing or denying they received a return/trade-in is an extremely common scenario reported on these message boards.   Others have found AT&T is more responsive once you file a complaint with the BBB.    

Message 8 of 8
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