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infinevol's profile

New Member

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3 Messages

Mon, May 30, 2022 1:48 PM

Returned Phone to Parcel Return Service and It's Not Been Received - AT&T Charging Me!

I returned my old Galaxy Z Fold on March 28, 2022 via the United States Postal Service. I have the receipt and tracking that I sent it off and it was accepted by the post office. Yesterday I received a text message and an email that I was being charged $329 because they had not received the phone.

After thirty five minutes of being on the phone with a representative this morning she is continuously telling me that they have not received the phone. This is obvious but I returned the phone to the instructed establishment with the Parcel Return Service label that was sent to me with my new phone. I got an acceptance receipt from the post office with the tracking as proof of surrender. I don't understand how this is my problem and I'm being charge $329 for a phone that I don't have and returned properly to the post office as instructed. I need some guidance on how to get this charge off of my account. I've been with AT&T for 17 years and this is unacceptable and such a frustrating waste of my time.

TexasBrit

ACE - Expert

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17.8K Messages

4 m مضت

My guess is you used the wrong label. The one that comes with new phones is usually to return the new phone, not the old one. If so the phone went to the wrong place.

Someone with more knowledge of the process might be able to post a reply and help you.

New Member

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3 Messages

4 m مضت

I used the correct label. The tracking shows that it just vanished somewhere in the USPS system. 

ATTHelp

Community Support

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200.7K Messages

4 m مضت

No worries, ! We're here to help remove the non return device fee you've received!

 

We'd like to dive right in and invite you into a direct message, so we can review your account details and gather more information from you in a private setting while protecting your personal data.

 

In the meantime, share the following information with us:

  • Tracking number
  • Order number of new device
  • IMEI of returned device
  • Was this a trade-in return?

Don't forget to check your direct message inbox which is the chat icon next to the bell icon in the upper right corner of the Forums. Also, share the requested details in your direct message reply. 

 

We look forward to working with you!

 

Jonye, AT&T Community Specialist

QDad

ACE - New Member

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270 Messages

4 m مضت

@Infinevol

The return label shipped with your new phone is to return the new phone in the event of "buyers remorse".

Your trade-in should be sent using the packaging sent to you separately.

Essentially, you sent your trade-in to the department that accepts new phones that are returned. 

This is a common occurrence. Unfortunately, you will need to sort this out with AT&T and make take a little of your time.

Good luck, I hope you are able to get everything taken care of quickly.

New Member

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1 Message

4 m مضت

Same thing is happening to me! 
I have the tracking number on a receipt but it’s useless because the tracking # is not in the USPS system! I even went to the post office to inquire as to why and they told me that a lot times these labels to NOT get scanned!

It is a scam!  If AT&T wants their damaged phone back so badly, why do they send an unreliable regular mail label!

My account has been charged $420 and I’m outraged!

ATTHelp

Community Support

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200.7K Messages

4 m مضت

Hello there @Beth6646 let us help remove the charge by meeting us in a Direct Message as this will help us gather further information.

 

We understand that you have tried many times to find the device that was returned, so please keep an eye in your inbox. But in the meantime, share the following information with us:

  • Tracking number
  • Order number of new device
  • IMEI of returned device
  • Was this a trade-in return?

We look forward to working with you soon.

 

Ashley, AT&T Community Specialist

New Member

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3 Messages

2 m مضت

I don't know the tracking number, has soon has I got the phone I sent it back right away. At&T have the tracking number because it is big company THAT SHOULD I KEEP ALL THIER DOCUMENTS. Also, if AT&T has this department that handles old phones, why can't they send them to the correct department?

New Member

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3 Messages

2 m مضت

UPDATE- this charge was eventually taken off of my account. A combination of filing a complaint with bbb.org and making contact with the Office of the President and also finally making contact with a customer service representative over the phone that knew how to resolve the issue and escalated it to a manager for removal. Process still took almost a month to get off of my account.

New Member

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3 Messages

2 m مضت

Sorry, I just got a new line with no phone. I think if you get a new phone every time you set up 1 up. This has been 2 to 3 months ago. I want my phone that I pick, not a Panton (I think), but on my account has another Galaxy Fold.

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