At&t won't give me refund and won't cite policy stating why.

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@ayteentee wrote:

Thank you for the response, however, I am not "terminating service" as your response suggested. Rather, I am simply "returning equipment", so I'm not sure if your answer still applies. To clarify, I had 3 receivers and only used 2, so I decided to return the 3rd non used receiver, but did it after 21 days. 

 

I'm assuming these are the Uverse TOS you quoted: https://www.att.com/shop/u-verse/termsofservice.html - which seem to be referring to rules if terminating service, which I am not. 

 

On the other hand, the link I quoted is directly from "How to return U-verse equipment": http://www.att.com/esupport/article.jsp?sid=KB409172&cv=813 - Since I am not TERMINATING SERVICE, it seems the rules listed here pertain more directly to my situation of just RETURNING EQUIPMENT, and imply that after 21 days I am to be given a refund without any max time limit to return equipment by. Please correct me if I am misled.

 

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In the terms of service it also says, "In addition to termination of service, these return of equipment provisions apply if your existing equipment is replaced or upgraded for any reason."

The article you're reading is not meant to be an in-depth explanation of the ins and outs of your agreement with AT&T.

The fact is, you have 21 days to return equipment to AT&T. If you do not, you are billed $150 per piece of equipment. If you're billed, AT&T gives you an additional 90 days to send the equipment back and get that charge reversed. If someone misses that deadline, the charge is permanent. 

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@my thoughts wrote:

if I understand your second post correctly, you are an active account with three receivers and either wish to or have returned 1 receiver (currently $9 per month charge).

 

if so, then billable charge should stop once the company has received the receiver and verified not damaged.... If equipment has been retained by you but not used the monthly charge would continue to apply, no refund on unused equipment in your possession.

 

If equipment has been received (you have tracking number from UPS store front verifing same) with continued charges after received then agree should be given refund. If this is your present case a PM to customer care group may be next step.

 

Edit:

The 21 day policy from Uverse TOS I first referred to applies if cancel service or have a replacement equipment (RG or receiver) shipped to you and you are to return the original by using a UPS store front. Lost, stolen or damaged (fire/water for example) would be charged the fee.

 

Your original post, if understand correctly, refers to notice given of wish to return receiver (lower monthly payment), but failed to ship the receiver within 21 days and was billed $150, is this correct? The monthly $9 fee for receiver was removed correct?

 

As a premise tech this is the first time have heard of this situation. To me I would expect the $9 billing to continue till returned not the $150 charge unless the company position is you notified of intent to return, charge removed from monthly bill, equipment not received within time frame and thus charged for lost equipment.

So then your question becomes, how long after this can you return the equipment and be credited (refunded) the $150 charge... Honestly do not know but using TOS as a guide 6 months seems fair to me.

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If someone wishes to return a STB they are no longer using, they have to place a change order. When the change order completes, the STB is deprovisioned and billing stops. The same equipment return policies apply as warranties or cease orders. 

By the way, I'm not sure what copy of the ToS you're looking at, but the refund period changed to 90 days over 3 years ago. See section 6: https://www.att.com/shop/u-verse/termsofservice.html