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Silveyhome's profile

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4 Messages

Sunday, March 19th, 2023 5:28 PM

AT&T claims never to have received phone I mailed back to them 4 months after the fact.

I upgraded my phone sent the old phone back in box and with return preprinted label.  4 months later my phone bill has a charge of 1300.00 added to it due to no record of old phone being returned. I have been on the phone with AT&T at least 6 times all 30 plus minutes of wait time. I've gone back to the UPS store I dropped it off at. I'm at a total loss and ended up paying the bill today to avoid my phone service being disconnected tomorrow. Why did they wait 4 months before telling me they didn't receive the phone? I'm certain I took a picture of the box with the label on it but I deleted it after a few months. It looks like I'm not the only person who has experienced this. Should I file a complaint with the BBB? I'm planning on continuing to pursue the issue. I just can not imagine AT&T not having records of their return labels.  

ACE - Sage


107.5K Messages

3 months ago

Always get a counter receipt, and then follow tracking.  

After this much time, there is no record of tracking.


Community Support


215.7K Messages

3 months ago

We understand how frustrating this can be trying to locate a lost package @Silveyhome.


Let’s meet in a Direct Message to assist you with your phone that you shipped in, we will need to look over your account in more detail. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums)


We look forward to hearing from you!


Marilyn, AT&T Community Specialist

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