Pre-order the New Samsung Galaxy Z Flip4 & Galaxy Z Fold4 and, for a limited time, get twice the storage and a free case!
Troubleshoot your device issues
Mkat07's profile

New Member


2 Messages

Fri, Jul 1, 2022 4:29 PM

Pitney Bowes Lost Our Phone Return, AT&T Customer Service Sends Us in Circles and Ignores Us

We sent a phone back for credit in November 2021, seven months ago. It was sent in AT&T pre-paid packaging and all instructions were followed.

In April 2022, an AT&T supervisor/manager on chat saw the phone was lost and told us "not to worry" and he would open a case with all the details needed for us to get our credit. That case was denied. No one contacted us to tell us that.

In June 2022, we chatted with another supervisor who sent us in circles. He asked for proof that we sent it, tracking, etc. I'm not sure why he was putting the pressure on us to provide all the information...we sent everything through AT&T and the information is on our account. Once I finally found tracking, I thought he would finally help me. He told me to take it up with USPS.

USPS told us the package was lost by Pitney Bowes and tracking reflects it was handed off to their agent in November. The employee told me on the phone that AT&T blames USPS a lot and most people don't know how package tracking works when it says "handed off to agent."

I called Pitney Bowes who told me AT&T has to deal with the lost return as they do not deal with the consumer. 

I put in a complaint with BBB and FCC against AT&T. The Office of the President contacted me through email due to the complaints filed. The email says they tried to call me, yet I have no missed calls from them. I tried to call back three times one day and left a message yesterday. No response. 

I sent messages and tweets to @ATTHelp on Twitter, since that worked for someone else here. No response.

This is what you have to look forward to if your phone is lost. Endless circles of poor customer service. I am starting to think it is designed to wear you out until you figure it's not worth it. We are out the $800 credit and the phone. 

Also, has anyone here had luck with arbitration? That or hiring a lawyer seems to be the next logical step here.

No Responses!
Need help?
Fix, replace or check device delivery
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.