Contributor
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1 Message
Tracking Smart Label
I upgraded to a new phone on 10-13-18. Returned old phone on 10-19-18 for credit using Smart Label thru USPS. A month when by with no info and I began getting messages saying " We haven't yet received your previous device and a charge of $457.50 would be charged" . I have proof that it was delivered to your warehouse on 10/29/18 in Fort Worth, TX using Newgistics Package Tracking. Well I got another email on 11/28/18 stating that since I didn't return my previous device a charge of $457.50 to my account??? So the problem is that I'm being charged for a phone that AT&T received back to your warehouse. Can you please explain why this happened? I need this charge taken off my account immediately please? This issue has been going on way to long. I have been a customer with AT&T for over 20 years and this is the worse customer service I've ever had to deal with.
ATTHelp
Community Support
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231.5K Messages
5 years ago
Hi @mrsjacqueline
Thank you for reaching out to us today. We'll be happy to review this issue for you. For your privacy, it would be best if we continue the conversation privately. I am sending you a private message (PM). Please check your forums private messages by clicking the envelope in the top section of this page or click Forums Inbox. Locate the PM from ATTCares and reply to my message with the requested account details. Thank you.
Darais, AT&T Community Specialist
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Sunshine74
Tutor
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4 Messages
5 years ago
I am having the same issue. I dropped the phone secured in the return box 2 days ago at USPS and I every time I try to track, nothing! It doesn't even recognize that number. I don't want to be charged for this. Why is this system continually used when I see so many with this issue? How can I be sure my phone gets returned and I don't get charged for it?
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mcnair
Contributor
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1 Message
4 years ago
I am having the EXACT same issue! I returned the phone and it shows delivered to the shipping agent on 10/4/19 on the USPS site. I called AT&T and they said they don't use smart label which is a lie because a) that was the shipping label that I received and b) when you google tons of people are having this issue. I looked at the newgstics site and it also shows delivered. I contacted them and they said call the retailer. I called AT&T back again about this issue and they said I returned a 6 when I didn't even have a 6. I don't know what is going on here but if I am charged when I returned the service. I will cancel my service. There is some kind of fraud going on here!!!!
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