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Deb789's profile

New Member

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2 Messages

Thursday, May 11th, 2023 1:20 PM

Phone Return

My husband got a new phone through an Asurion claim.  The phone was taken to USPS within the 30 day period. The phone has never shown up in the www.tracking.smarlabel.com system and I was billed the $100plus in December for not returning the phone.  Unfortunately, I can't find my receipt from the post office.  I called AT&T and the response was "oh sorry, nothing we can do."  So the phone is sitting out there somewhere in an AT&T facility most likely and deemed "unreturned" and I say AT&T lost it. And I have to pay for it.  So much for SMART labels.  Shame on me for losing the USPS receipt, but I have been a customer for 13+ years.  AT&T should be trying a little harder here. 

The only reason they still have my account is because Verizon is bottom of the barrel horrible customer service and no one else has good enough service.

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ACE - Sage

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118.2K Messages

1 year ago

1.  Your tracking information would have showed from the post office, and then the newgistics website. 

2.  $100 does not sound like a non-return fee. $100 sounds like a deductible.  Were you also charged a deductible? 

3.  When a non-return fee is charged it is for the full retail value of the phone at the time the claim is made.  What phone was replaced by Asurion?

4.  You are required to return your phone within 10 days, not 30.  In the event that the phone was only worth $100, and you returned it after 10 days, you would still be charged a non-return fee for sending the phone back late.

(edited)

New Member

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2 Messages

1 year ago

@formerlyknownas yes, I was charged a deductible at the time we reported and ordered the new phone.  I was charged an additional $125 (believe that was it off the top of my head) for not returning the broken phone. And it was 30 days not 10 days...clear as a bell on the paperwork and reiterated by the AT&T rep when I called to complain about the non-return fee when I had returned the phone.  The rep at the time said it would be credited back once they logged the returned phone against my account. Now here I am 5+ months later with still no credit and the tracking number they provided still shows absolutely no information.  And their customer service response is still pretty much "sorry, we can't help you" while they repeat their script and not answer any of my questions...like a round-d-round.  And the fact that what you posted says 10 days and my paperwork and the live rep told me 30 days lies a different problem altogether.  I have submitted several claims prior to this and never had an issue.  This claim has left a very bad taste in my mouth and I'm out $225 plus.

ACE - Sage

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118.2K Messages

1 year ago

I don't know where you saw 30 days but that is incorrect. The return is required within 10 days per the insurance information that I posted in my previous post. 

So AT&T is charging you $125 for a phone that is to them worth only $125. You didn't say what phone you replaced but if you're paying $9 a month or more for insurance on a phone that's worth $125 you have paid nearly $120 a year for a phone When you probably should have used it to upgrade with the trade-in offer instead.  

Not fiscally prudent.

Insurance is worthwhile during the first couple of years when a phone is still quite expensive. But once the phone is paid off, or if a phone is a bargain phone, insurance is a waste of money

New Member

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2 Messages

1 year ago

Visit the USPS store where you dropped off the package, the agent will do a search with your name and will give you a receipt with all the tracking information of the package. Use this information to file a claim.

New Member

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3 Messages

1 year ago

I was into same situation, usps gave few information but nothing useful. I have been explaining the whole process at least 5+ times to different AT&T agents. To keep you cool, they will credit you $50 $100 every time you call. but never care to close the case for good. I returned my device on November 2022 and I am still running behind AT&T with no solid solution

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