Insurance issue

I lost my phone and called AT & T for replacement phone. Was connected to the insurance company. Now before the phone arrived my phone was found and I called the insurance company and they told me as soon as I get the phone to return it back. I soon as I got the phone I sent it with the return label. Now I am being charged on my bill. I went to the At & T store. The guy that works at AT& T contact the insurance company to let them know that it was returned on 4/22/17. And also gave them the tracking #. They said I need to go to the POST OFFICE AND FIND OUT IF IT WAS DELIVERD. So I went home the person and called the insurance company again. The person I spoke from the insurance company told me I have to pay the bill and also they will return the phone to me so I can keep it. I told him I don't want the phone. I even went to the post office and got additional letter from the Post Office manager. It shows that it has been processed, but since different company picks up the pre paid box they would not be able to see if it was delivered. But even the manager said that is not your problem the insurance company should check it since you drop it her. And the carrier has taken the box.
I have been going to AT&T store for more than a month back and forth. The last person we spoke from the insurance company gave us his name and id number and said it would be taken out from my account cause he said they might have forgotten to scan it. After 2 weeks it still not taken out. I went to AT&T store if they can help. The insurance company said I have to pay. Now I am disappointed with AT&T. My business is with them for so many years. I bring a proof that I returned the phone.I spent so much money with AT & T. They want me to pay $225.00 for phone I don't have. I rather cancel the service than pay this bill. I paid my monthly bill. I think it is time for me to go to other company that will value my business.I just want to thank Iyane from AT & T store. The store is located of Duke Street Alexandria VA. He was a great help! He is my witness what we went through to resolve this issue. I would like any suggestion before I cancel my phone my account with At & T. Because that the only solution I see.

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ATTHelp

Community Support

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231.9K Messages

7 years ago

Hello @R272123,

I am sorry to hear about this negative experience and would love to assist in clearing things up. This is not the experience we want any of our customers to go through and take matters like this very seriously.

I would like to get in contact with you so we can gather additional details. I am going to need some account specific information so I will be sending you a private message shortly. Please include your personal information within the private message.

I look forward to working with you to resolve this issue!

Donna, AT&T Community Specialist

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