No credit back for a returned modem!

Tutor

No credit back for a returned modem!

Hello everyone,

I am an U-verse internet customer, but I cannot believe why I receive such bad customer service from ATT. I just want to get my moeny back after I returned the modem, but it seems so hard when I deal with the ATT. I have returned two modems, and one was returned on 9/18, and another on 11/6. I have gotten the credit back for the first modem which is shown on my most recent bill. But I also have checked the return status of the second modem on the smart label website, and it said that it has been delivered on 11/15, but today is already DECEMBER! And I still did not get the credit, and moreover, I AM TOLD THAT MY FEES HAVE PAST THE DUE DATE! In fact, I have called the customer service on 11/22, and the representative told me that she has ajusted the credit of 100 dollars and I could get the credit back by 11/30 which was the due date of my bill. She also told me that she had filed a case for my 9-dollar tax refund for the modem. I believed her and waited unitil the due date to see whats going on. However, she lied to me, and right now, I am worried about my credit score since the online system said I failed to pay for the charges by the due date. But I could have gotten the credit for the returned modem back before the due date which is much higher than the fees that I need to pay for. I am so disappointed and frustrated with the ATT customer service which do not follow what she said on the phone. I will not let the ATT ruin my credit, and otherwise I will take action because it is not my fault!

Message 1 of 9 (564 Views)
ACE - Master

Re: No credit back for a returned modem!

 Since this is account specific I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

 

Copy and paste this into your PM: http://forums.att.com/t5/U-verse-Billing/No-credit-back-for-a-returned-modem/m-p/3846759/highlight/t...

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.
Message 2 of 9 (556 Views)
Community Manager

Re: No credit back for a returned modem!

Hello comic123,

 

Thank you for sending a message to our amazing social media care team, a specialist will be contacting you soon to help.

 

Dmitriy


Rethink Possible


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Employee Contributor*
*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.
Message 3 of 9 (500 Views)
Tutor

Re: No credit back for a returned modem!

Why I still did not receive any call back? I have messaged the ATT Customer Care on Sunday but I did not get any response. What's wrong with your ATT customer service?

Message 4 of 9 (482 Views)
ACE - Professor

Re: No credit back for a returned modem!


comic123 wrote:

Why I still did not receive any call back? I have messaged the ATT Customer Care on Sunday but I did not get any response. What's wrong with your ATT customer service?


It may take 48 hours to get back to you. Remember, you weren't the only person who sent a message over the long holiday weekend, so people who sent messages Wednesday evening are probably being contacted first, and people who sent message Sunday are probably at the bottom of the list.

 

If you haven't heard anything within the next day or two, let us know and we'll make sure you get taken care of.

*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.
Message 5 of 9 (465 Views)
Expert

Re: No credit back for a returned modem!

Customer Care hours are 8am to 11pm CST Monday thru Friday, so you wouldn't get a reply back from them on the weekend.  Watch the blue envelope at the top of the forum page for message notification as they will reply to you via PM as well.

Message 6 of 9 (412 Views)
Tutor

Re: No credit back for a returned modem!

I have gotten an email from an employee called AndyL and he asked me to provide the account number and the tracking numbers. However, after I emailed him back these information, I did not get any response since yesterday. Should it takes him over one day to check the tracking numbers? OMG, No idea! Please ATT, could you just solve my simple issue?

Message 7 of 9 (385 Views)
ACE - Professor

Re: No credit back for a returned modem!


comic123 wrote:

I have gotten an email from an employee called AndyL and he asked me to provide the account number and the tracking numbers. However, after I emailed him back these information, I did not get any response since yesterday. Should it takes him over one day to check the tracking numbers? OMG, No idea! Please ATT, could you just solve my simple issue?


Again, realize you're not the only customer Andy is helping. However, you have his email address, so if you're concerned, why not send him another email?

*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.
Message 8 of 9 (374 Views)
Highlighted
Tutor

Re: No credit back for a returned modem!

I have sent him another email and asked him whether he received my previous email which had the information of the tracking numbers. But he still did not reply, so what should I do if he never responds to me no matter how many emails I send?

Message 9 of 9 (356 Views)
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