The new iPhone 14
angelav718's profile

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Monday, January 30th, 2023 5:33 PM

I am being charged a non return fee for a phone I sent back months ago!!!

I just upgraded to a new phone, sent back the old phone with the self-addressed stamp that they gave me, dropped it off and now they are trying to charge me $275 for a phone that I already returned. I will not pay for a phone that I returned months ago. I have spoken to multiple representatives and two supervisors on the phone, and no one seems to be able to do anything. They're basically telling me I have no options but to pay it even though I sent the phone back and do not have it in my possession. I am extremely frustrated with AT&T especially because I used to work there for 2 years and I know that they can resolve this, and this happens all the time. The trade in department is a disaster and they misplace and mix up phones every single day. I myself have personally helped countless customers with trade in issues and escalations. This is just negligence at this point and lack of caring. I already contacted the  Better Business Bureau today to see if I can get this resolved and I definitely leaving AT&T for good because they will never change and their customer service is horrible and inefficient. 

ACE - Sage


105.7K Messages

2 months ago

Anytime you mail any package, you need proof that the package was mailed. You should never just drop it off, you should get a counter receipt from the post office. Did you do so?

Do you have any proof of tracking? It's your responsibility to make sure your phone gets checked in and entered into the system so the tracking shows.

Otherwise all AT&T knows is the "label was created" on their end, then nothing... 

If you have proof that the package was mailed in the form of a counter receipt from the post office, or tracking information that shows the phone entered the system at the post office and progressed somewhere in the postal system or to Pitney bowes, then you can file a Better Business Bureau complaint and you are off the hook.  

But if there's no proof the phone ever entered the postal system, was never shipped, then you did not meet your responsibility and you are required to pay the non return charge which is the balance of your installment.

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