Jeni624's profile

New Member

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3 Messages

Wednesday, November 23rd, 2022 5:06 PM

Non-Returned Gateway

I cancelled my service earlier this year.  On July 15, 2022, I returned the equipment to a UPS Store per the instruction of ATT.  2 months later I was charged $163.80 for unreturned equipment.  I called on September 27, 2022 and was told everything was cleared up and that I would get a $163.80 refund in 45 days.  I waited almost 60 days and called again.  Now they are telling me that they never received the equipment and that it is the UPS Store's fault and that I will not get my refund since they didn't get the equipment.  I have a confirmation from UPS with the date I returned the equipment and the reference number for tracking.  This means NOTHING to the ATT customer service and said they are sorry, there is nothing they can do.  They didn't get the equipment from UPS (even though I have confirmation of returning it).  I am in shock.  This is AWFUL customer service.  

ACE - Expert

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24.1K Messages

2 months ago

How long did you wait to return the equipment?  From the TOS:

Return of AT&T Equipment

Except as otherwise provided, AT&T Equipment must be returned to AT&T undamaged, within twenty-one (21) calendar days after your Service is terminated for any reason. If equipment is not returned within twenty-one (21) calendar days, or is returned damaged, you will be charged a Non-Return Equipment Fee. We may retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the AT&T Equipment within this time period. If all AT&T Equipment is returned within six (6) months of termination, any fees charged for such AT&T Equipment will be refunded (other than fees for damages). No refunds will be made for AT&T Equipment returned more than six (6) months after termination. This Paragraph also applies if your existing equipment is replaced or upgraded for any reason.

If you adhered to the above policy, file a complaint with the BBB.

New Member

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3 Messages

2 months ago

I did adhere.  This is awful.  I will file with BBB.  Thank you.

New Member

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3 Messages

2 months ago

I'm actually mind blown that AT&T would do this.  I can see a small company but not AT&T.

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