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jacobcarver's profile

New Member


1 Message

Friday, June 2nd, 2023 12:32 AM

Device Return lost by AT&T or their return service

About 3-4 months after I shipped my phone back in the mail using their box and shipping label, I get an email saying they didn't receive it and are charging my account over $400. I dig through my photos and find a picture of the label and box like they recommended to find the tracking number and find it. When tracking the number via usps it shows is was delivered to a "Returns Agent" and that usps no longer had any information or updates after that. I try contacting AT&T support but they pretty much just say to take it up with USPS. Now I'm dealing with this 3-4 months after I thought everything had gone smoothly after seeing it was delivered to the Returns Agent and AT&T decides to basically scam me and won't resolve ANYTHING. I highly recommend never doing any business with them ever as they are unprofessional, non-helpful, and just overall a bad experience. And even if you do take a picture of the label (like their instructions stated and which I did) there is still nothing they will do about it and just want your money. HORRIBLE!

Community Support


232.3K Messages

1 year ago

Hello @jacobcarver, we do understand that items can get lost in the mail and that it can be a frustrating experience.


We would like to invite you to a private message so that we can pull up your account and see if we are able to find the device on our end. 


To find your direct message inbox, look for the chat icon next to the bell icon in the upper right corner of the forums page. 


We look forward to chatting with you. 


Holcy, AT&T Community Specialist

2 Messages

3 days ago

I had the same exact scenario. On the phone right now an hour and 7 minutes still insisting to go up the chain on this. It's the second one they've lost. They send their ups label prepaid return and their instruction sheet. I wipe my phone, make the swap and hand deliver it to the UPS store - and now 2 months later I'm getting a 305.00 bill because it wasn't returned. I call, and they want me to provide the tracking info. 1st off. 2 months after a UPS label is issued, tracking isn't useable. Convenient we wait for now to bring up that it wasn't returned.... secondly - THEY issued the tracking number. THEY should already have it!

An hour and 15 minutes into it... since I started writing this some time has gone by - supervisor put notes to not charge me. What a pain in the (Edited per community guidelines). 

This is completely the norm it seems now. In 2022 I hand delivered a phone during an upgrade and they lost that one - and that was returned in person! That one I paid for. Perfectly good phone I handed over. I could've had a spare phone if I was just going to end up paying for it. THIEVES.

Been a client since the blackberry days in the 90's. Such (Edited per community guidelines). 


2 Messages

3 days ago

Correction - they sent the text to confirm I won't be charged - they LIED. I made them clarify a sentence over and over. They said "if" I returned it that I wouldn't be charged. Hour and 17 minutes wasted. Verizon here we come. Geez.

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