AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
The new iPhone 14
gokulgururajan's profile

New Member

 • 

4 Messages

Sat, Sep 24, 2022 3:21 AM

ATT billing for a device I returned back to Apple store

I got an iPhone on apple.com via ATT contract on August 2.  iPhone 13 Pro 

I didn't like the phone and I returned it back to the apple store on August 15th. Before returning it to the store I deleted all the content in the device myself (while doing so it asked some question about the carrier which i didn't read properly and just pressed continue or Yes)

I then went to the apple store and gave the phone back and I believe the associate did a factory reset or something and processed the return

Now fast forward one month - ATT is charging me monthly installments for  this device and even after multiple calls and hours on the phone, ATT is saying that the (Edited per community guidelines) rep at apple store did not deactivate the number from the account and hence it is being charged

Is there anyone who has faced this issue? 

Regards

dwill05

ACE - Master

 • 

7.2K Messages

2 months ago

Did you get a receipt from Apple showing that you returned the phone to them?

ACE - Sage

 • 

102.2K Messages

2 months ago

Yup... you should be in contact with the Apple Store where you made your purchase and your return because you need proof of both in order to stop AT&T from charging you.

New Member

 • 

4 Messages

2 months ago

Thank you. Yes I have the order pick up and order return receipt with me. The irony is ATT is telling me they can't take the contract off because it is an apple issue - which is were I am stuck 

Will going to an AT&T store help?

ACE - Sage

 • 

102.2K Messages

2 months ago

This is not an AT&T mistake, so no, going to an AT&T store will not help.

This is Apple's mistake going back to the Apple Store might help.  Apple needs to correctly inform At&t of the return, as of the date on your receipt 

New Member

 • 

4 Messages

2 months ago

I am not trying to say it is AT&T mistake . I am trying to figure out what other alternate options exist here

I got AT&T and Apple support in the same line and pretty much they both were just passing the ball to each other saying every thing is done from their end

I am sure apple and att have more touch points and a model to coordinate on such issues than asking me to go and resolve it (especially after knowing that I tried what is possible in my control)

Is there a department I should write to? It is clear to me that the communication is broken somewhere but as a customer I can see and do little here

sandblaster

ACE - Expert

 • 

60.9K Messages

2 months ago

If Apple is saying they processed the return and ATT is saying they didn’t, your best alternative now is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you.

New Member

 • 

4 Messages

2 months ago

Does going through att litigation on their website help? 

sandblaster

ACE - Expert

 • 

60.9K Messages

2 months ago

No, that is a super slow process. The FCC or BBB complaint will get your issue fixed the fastest. You could certainly try a corporate store first. With your return receipt as proof, they may be able get that installment plan removed from your account.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.