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Why am I being charged for returned equipment?

Why am I being charged for returned equipment?

My wife has become legally disabled in the past 3 years and I have had to deal with AT&T over returned equipment. She opened the account and we had nothing but service problems, which is why we dropped them. They said they received the equipment we shipped from UPS store. But because I did not return it within the three month period from cancellation of service that I am stuck with the equipment charges, and they are keeping the equipment.

 

How can you charge $900 for the equipment we no longer have possession of,  tell me that you received it back,  send the amount to collections, then hammer my LEGALLY DISABLED wife's credit files, mailbox, and phone wanting money.

 

NOT RIGHT, I was told by collections at ATT nothing can be done about it.  So I resort to the internet to give my opinions, and to warn others ......

 

You have the equipment and still want me to pay you for it. What gives? I hope a PR representative or CS Agent is reading this.

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Message 1 of 14
ACE - Expert
Solution
Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎02-15-2018 3:35 PM

Re: Why am I being charged for returned equipment?

As per Terms of Service

 

Return of Equipment.

Upon termination of the Services for whatever reason, you must return the Equipment, undamaged, within 21 calendar days to AT&T. If the Equipment is not returned within 21 calendar days, or is returned damaged, you will be charged for the value of the Equipment. We may retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the Equipment within this time period. If the Equipment is returned within 90 days of termination, any fees charged for the Equipment will be refunded (other than fees for damages). No refunds will be made for any Equipment returned more than 90 days after termination.

 

 

 


 

Terms of Service is a legally binding agreement you agree to when accepting services.

 

It is what it is.

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*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.
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Message 2 of 14

Re: Why am I being charged for returned equipment?

 

Why was the equipment kept and not returned back to me? This constitutes fraud.

 

You accepted the return. If I was past the 90 days the return should have been rejected and sent back to us. As any legitamate company would do that is trying to charge their customer.

 

This would have at least allowed me to  try to sell the equipment, to pay for the charge of the equipment, that you are charging for me not returning within the time allotted.

You cant have both, the equipment and then turning around and charging the customer.  It's illegal. I am not disputing the late equipment return. I am disputing being charged a fee for equipment that you kept. Please return my equipment if I am being charged, so that I may settle up the account.

Message 3 of 14
ACE - Expert

Re: Why am I being charged for returned equipment?

You were the one that decided to return the equipment late.  Did someone tell you that you could return the equipment anytime you wanted? 

 

Is anything about this illegal?  Only if you had sold the equipment (which belongs to ATT).  THAT would have been illegal.  Is it fraud?  No since it's clearly stated in the TOS.

 

As an attorney friend told me just today, no one wants to take responsibility for their actions. *smdh*

Award for Community Excellence 2019 Achiever*
*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 4 of 14

Re: Why am I being charged for returned equipment?

Yes we called att about the collection we received in the mail. We were told it was equipment charges and that we could return the equipment to UPS and they would look up the account and pack and ship it. That is just what I did. 3 months when I go to clean up my wife's credit. It's still there on all credit bureaus.

 

It is fraud when you accept and keep a return package under an agreement. 

Message 5 of 14

Re: Why am I being charged for returned equipment?

[Per Guidelines:  Keep it Relevant and Appropriate]. He has advised me from start. He actually asked me to call ATT first which i did and then that I post here after I got my response on the phone from collections.

 

He said in between the calls, my wife's condition, and ATT keeping the equipment that was returned, a civil case would close quickly. Looks like that's where I'm headed next.

 

If you are not with AT&T please refrain from replying in this post, as it is intended for ATT employees, not public reponse.

Message 6 of 14
ACE - Expert

Re: Why am I being charged for returned equipment?

A.  Verbal agreement vs. TOS.  Not sure that would hold up in a court of law.

 

B.  Once an account is turned over to a collection agency, it's tough to get it removed.  Since they bought the debt, sometimes you can negotiate with them.

 

3.  The only advice anyone here can offer is for you to send a Private Message  to ATTCares and see if they can help.  It's a long shot.

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*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 7 of 14
ACE - Expert

Re: Why am I being charged for returned equipment?


@atandtnever wrote:

[Per Guidelines:  Keep it Relevant and Appropriate]. He has advised me from start. He actually asked me to call ATT first which i did and then that I post here after I got my response on the phone from collections.

 

He said in between the calls, my wife's condition, and ATT keeping the equipment that was returned, a civil case would close quickly. Looks like that's where I'm headed next.

 

If you are not with AT&T please refrain from replying in this post, as it is intended for ATT employees, not public reponse.


 

FYI:  This is a peer-to-peer forum and as such is not monitored by AT&T employees.  We are customers too offering advice.

 

Let your attorney know that Sec. 11 of the TOS (link above) deals with Dispute Resolution and Binding Arbitration.  He/she will find that helpful since they charge by the hour.

Award for Community Excellence 2019 Achiever*
*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 14
Contributor

Re: Why am I being charged for returned equipment?

Sirs:

 

Can you be so kind tell me why my internet charges went up? (Monthly Charges May 07 - Jun 06, 2018)

 

Waiting for your prompt reply, I remain

Message 9 of 14
Contributor

Re: Why am I being charged for returned equipment?

I have had nothing but problems eversiever I signed up for AT&T. I used to have Xfinity and never had any problems. I wish I had never switched.

First of all the DirecTV install made all wires on ground instead of under gutters. Even up under doors where they could be tripped over. I had to get them to come out and fix and now there are holes all around perimeter of the house.

I let that go, however, after that my bill just kept getting higher each month. I continued to pay, but started making regular calls that no one has time for.

My wifi was always slow so a representative sent a better wifi box to me and I sent back old one within one week.

I waited a whole billing cycle and was not charged so I threw receipt away. Now for past few months I have been charged for the box that I returned and for first two months was told they found my box and credit was on way. It never came.

I spoke with a manager this morning and she said I didn't return box.

I am so frustrated and I plan to use my voice on every single occasion I can about all of this scam. 

Do you not make enough money AT&T that you have to steal and scam your own customers?

I've read all over the internet my exact same story!!!

Message 10 of 14

Re: Why am I being charged for returned equipment?

I had DirecTV for over 25 years in 7 different states and was a loyal customer until AT&T took them over. I had 3 receivers at two different addreses under 1 account for over 4 years after they installed it in my future retirement home. It worked fine every time I vacationed at my second home when I called to reactivate or suspend those receivers until I retired and relocated there permanently. I brought my 3 receivers from Montana with us to Georgia where we already had three other receivers. Once we arrived none of the receivers would work and could not be activated. After several phone attempts I was told AT&T changed the rules and I had to call the moving dept which I did. They turned out to just be a sales agent who sold me on switching my 2 Verizon cell phones to AT&T and gave me two new numbers. They also were to switch my Verizon cellular home internet router number service to an AT&T cellular router with an unlimited plan and update my DirecTV genie and other equipment to the new Genie 2 4K service. 

 

An installer came out and updated the antenna, brought the new equipment and took all my old equipment. Unfortunately the new equipment would not record, fast forward or allow movie purchases and after an hour on the phone the installer could not make it work so he left. I spent over 13 hours on the phone over a 3 days period desperately trying to get through to anyone at AT&T who could help. My two new phone numbers never were activated and a trip to the AT&T store found they had been assigned to someone else and the order for the router was never even accepted because that offer was no longer available. A second installer came out and swapped the Genie 2 and it still would not work. No one could figure out why. He told me the only way to resolve it was to quit DirecTV and restart with a new account. After all the calls and frustration I finally managed to get through to the loyalty dept who is the last ditch effort before quitting. That employee who said she had only been there for several months told me she didn't understand my complaint since most of the features worked and was sorry to see me go. I took my new equipment to the UPS store as directed and received proof of return. Then AT&T sent me a bill for over $800 and every time I try to call a manager I spend another hour on the phone being routed around and left on hold or cut off. I had to have my bank block any charges and now get emails and calls from collection agencies. My only recource now [Per Guidelines:  Keep it Relevant and Appropriate]. and file formal complaints with the FTC and FCC. AT&T destroyed a great company but has now made me a life long Verizon and Dish customer. I will fight AT&T with my last breath before I pay them another dime or hour of my time.

 

 

Message 11 of 14
Contributor

Re: Why am I being charged for returned equipment?

Hi

I am still an AT&T customer and I have been battling with them about returned equipment for a while now.  I had AT&T Uverse 1st for a while.  I went into the center to pay my phone bill and the guy said hey would you like for your bill to be lower.  I said no a few times.  Then this particular day I went in and the guy kept harassing me about switching over to Direct TV.  I said would you guys have any issue with my bill if I change.  The guy guaranteed me that we would not. Well that was a like.  When the contractor came over to switch me out he said he had issues and a lot of people was complaining that either they are not training people properly or they just don't care.  I tried to give him back the equipment and he said to contact at&t on where to take the equipment.  I call them and was told where to take the equipment.  When I tried to take it back to a third party vendor it was raining that day the the system was down.  I waited maybe a couple of weeks before I returned the equipment.  I was so upset with them that when my bill came for my direct tv it was all messed up.  I called and I called and they were telling me that someone was suppose to tell someone that I had changed from at&t to direct.  I told them that that was not my problem I just wanted the bill corrected.  They were rude and hung up on me a few times.  I was so mad that I could not believe it.  I then continue to call and straighten the bill.  I then went up to the at&t center where I work and they wasn't any help.  I then canceled the direct tv and took both at&t uverse and direct equipment back.  I took one to ups and the other fed ex.  After all that my daughter was diagnosis with breast cancer.  I was fighting breast cancer with my daughter and fighting my phone company about equipment that they harassed me in getting.  Trying to fix the situation at hand with at&t was so tiring that.  I remember going into the center speaking with a customer service guy about it and he said that did I had a receipt.  At this time this had been a while.  I said I came in and showed you all the receipt a while back and you all said they received some of the equipment but not all of it.  I said you got to be kidding me.  He called someone and I could here the person speaking with him that was so rude and said something about we don't see it scanned and we will just send her to collections.  The guy said to me we will take care of it.  I said to him did she said she would send me to collections on equipment that I sent in.  If my daughter wasn't fighting cancer I would have really reported them.  I asked them how come Direct TV has their equipment and at&t don't.  I sent them the same time.  He said he don't know.  The 3rd part vendor who gets the equipment for at&t is no better.  I would like to know what is the next step to take.  I guess I will be fighting at&t to remove this negativity from my account.  I have had at&t for a long and would like to know what is my next step to get this remove.  I do not know my account number but here is some information for you to look into it for me please.

 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 12 of 14
Contributor

Re: Why am I being charged for returned equipment?

AT&T is a scam. We had nothing but problems with their internet service and decided to cancel after 2 and a half weeks and returned their router. Then they said we never returned it and took $500 out of my account. After at least 5 total hours in the phone not one single person would help me. This must be illegal. I don’t know what to do but I will be spreading the word to every person I can to avoid this company at all cost. They are corrupt and evil  and I have heard from several people they returned equipment and then are told they never recieved it.

Message 13 of 14
Contributor

Re: Why am I being charged for returned equipment?

Thank you so much.
I am going to leave them
Message 14 of 14
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