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New Member

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6 Messages

Wednesday, December 30th, 2020 10:13 PM

AT&T Deceptive Practices Regarding USPS return of defective phone after insurance replacement

I filed an insurance claim on October 28, 2020. I mailed the defective device back on November 9, 2020 using the prepaid shipping label and packaging provided by AT&T. USPS has not updated transit information since November 10th. . The last status is shown as "delivered to the agent."  AT&T is unable to confirm the shipping agent. AT&T charged me $650 plus tax even though they were able to confirm the phone was shipped back in a reasonable amount of time and acknowledging the lack of a timely delivery is the result of USPS system. AT&T also confirms that numerous customers are experiencing similar issues and instead of working with customers, they pass the burden onto customers, even though this problem is no fault of their own. I have spoken to a number of people in the ATT loyal department over countless hours who have vowed to fix this issue by crediting my account the difference of the charges and given specific dates to have the issue resolved, all information discussed was recorded by them and notated on my account. Now my account is passed due and they are unwilling to help. I feel trapped and taken advantage of. AT&T is intentionally scamming customer out of money. Please help!

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Official Solution

ACE - Sage

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118.2K Messages

3 years ago

The 'agent' is newgistics.  If newgistics picked up the phone, you need to track on their website and see where it was delivered. 

Accepted Solution

Official Solution

ACE - Sage

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118.2K Messages

3 years ago

Again, the 3rd party agent is Newgistics.  
AT&T only recently switched to using Pitney Bowes, don’t know if that’s regional or for everything.  
Back in October it should have still been Newgistics, but check both.

Former Employee

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2.7K Messages

3 years ago

You need to deal with Asurion, not AT&T regarding insurance issues. Insurance is all Asurion.

New Member

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6 Messages

3 years ago

Assurion does not handle the return of damage phones, AT&T does. Please only post accurate information.

Former Employee

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32.9K Messages

3 years ago

no At&T only passes the premiums along assurion is the insurance provider and you shipped it to assurion

New Member

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6 Messages

3 years ago

Not true.  Unless all of the customers representives in the AT&T’s loyal department were lying to me. 

Former Employee

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2.7K Messages

3 years ago

If you sent back a phone because you filed an insurance claim, you need to deal with Asurion. They are the insurance provider for cell carriers 🙄 

New Member

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6 Messages

3 years ago

It was delivered to a 3rd party agent that handles returns for AT&T in Washington DC 56901.

Former Employee

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2.7K Messages

3 years ago

Third party is NOT AT&T. 😂

New Member

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6 Messages

3 years ago

Glad you think it’s funny. This shows the attitude of persons representing AT&T. Laughing at the misfortunes of its customers and even with a tracking number refusing to help or resolve the issue. Filed a claim with the BBB and FCPB. 

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