New Member
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3 Messages
Reply to dispute question
I purchased 5 iPhones thru a sams club at&t kiosk and was told after sending in 2 iPhone's that the monthly bill would be $175 or $35 a month for 5 lines for the $175, my first bill was higher due to activation which was explained to me, the next bill was the $175, the 3rd bill was $277 and when u called to find out why i was told they had mot received the phone's, i was emailed shipping labels and asked if i could send them in the same box, the at&t rep said that was fine and to call back when the package was picked up whick i did and provided the tracking number, he stated he could see the package in transit and adjusted the bill. I assumed that was the end and did nm ot look at the bill for a few months when i noticed it was back to $277, i called again and was told they did not receive the pjones, after submitting the tracking number and screen shots that showed the package with the phones was received at an at&t return fulfillment center they opened a case with the back office, i was never contacted by at&t about this although i had been told someone would contact me via email or phone to help resolve the problem, the first case was closed without contactung me so i called back and had to go through the whole story again and was told they would submit the information to the back office, i went to sams to see if the sales person was still there, which unfortunately he had moved out of state, the person who was there gave me a different number because i purchased thru a kiosk, when i called i explained again the whole story and this person stated that since it was through a club that the salesperson did not note on the invoice anything about return for credits, which is why i did not receive a return kit that would gave included a shipping label with a tracking number already set up, being that this was not done they could not locate my phones, i explained that i did what i was told to do by at&t reps and that i wanted to either get the credits i was told abiut put in my bill but i also wanted them to credit me for all the prior bills i have paying $277 a month instead of the $175 i was told would be the bill and i had paid in the past, or i wanted my phones returned to me and at&,t could have the phones back, i have not heard anything back from at&t and that is why I filed the dispute. I included the case numbers and tracking number for the package and have supplied screen shots of the progress of the package from my home to your return center and also a receipt from USPS with the teacking information of the package
Case # 0001316333
Case # 0001316215
Tracking #9202390100796407150850
Accepted Solution
formerlyknownas
ACE - Sage
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113.5K Messages
5 months ago
🤦🏼♀️
You should have been sent a shipping label for every phone that was being traded in. Every shipping label was tied to a phone number on your account. If you used one shipping label you will get one credit on one phone number. And it takes approximately 3 months for those credits to come in. You should not have used one box and you definitely should not have used one label.
Why doesn't anyone follow directions included with the shipping label?
I suspect if you go back and check your previous bill you probably got credits for one phone line, multiple credits for one month. And then you should continue to get credits for one phone line, one trade-in phone continuously. But what you're not getting is trade-in credits on the other four phones because you sent them all with one label
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Gabrilska
New Member
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3 Messages
5 months ago
If you have nothing better to do with your time, then trolling community forum sites then by all means, please do not feel the need to reply to my question or comment unless you have something constructive to bring. If you read the comment you would’ve seen that I sent back the two phones with one label and one box as per directed by an AT&T representative you also would have read that I have never received credits for the phones hence my dispute. I would kindly ask unless you have some form of assistance or experience to bring or work for AT&T your input was neither asked for or needed so please follow your own advice and follow directions and do not get involved or waste my time since this is none of your concern.
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skeeterintexas
ACE - Expert
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26.8K Messages
5 months ago
I’m not sure someone who’s been around for almost 10 years with over 100,000 posts can be called a tr00l but OK.
NEWS FLASH: This is a PUBLIC MESSAGE BOARD and unless a participant is breaking a rule they can post freely.
And just in case you were unaware, this PUBLIC message board is a customer populated message board and NOT a way to contact AT&T directly. If you play nice, @ATTHelp might offer you a DM but that is not guaranteed. 😄
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ATTHelp
Community Support
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225.7K Messages
5 months ago
Hello @Gabrilska, thank you for reaching out to us regarding your device shipping and account credit concerns. This definitely is not the experience we want any of our customers to have, and will be happy to assist.
To further investigate your dispute and shipping information, we will need to meet in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums.) Once you're there, we can continue this over the phone or in chat if you'd prefer.
In the meantime, please let us know when you shipped your devices to further speed up our research process.
We will be looking forward to your response, and thank you for coming to the AT&T Community Forums.
DylanD, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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113.5K Messages
5 months ago
Which was WRONG.
Every label connects a particular trade-in back to a particular phone number on a particular account.
So if you mailed one label you get one credit, against one phone line, no matter how many phones you stuffed in the box.
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