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learly's profile

New Member

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10 Messages

Wed, Sep 28, 2022 1:35 PM

Charged for returned device

Anyone else have issues with AT/First Net not being able to find your traded in device? I mailed my device in back in April or May via the box and label THEY sent me. I thought everything was fine until 3 months later when they charged me for “not returning my device.” I was on the phone with customer service for over an hour. Somehow they couldn’t even find the tracking number from this label they made and sent me. They opened a case to find the device. They then closed the case at some point and did not communicate this to me. I was charged for the “missing device” via autopay on my bill, and causing my bank account to overdraft and charged fees for that by my bank. Magically, after I was charged for the “missing device” and I called they found it! A new case was then opened on 9/20/22, to get my money back I was charged via autopay and credit my ATT account back as well. I was told the case would be closed by 9/27/222 and ATT would communicate with me. Today (9/28/22) the case is still open with no ETA on when the issue ATT caused will be solved. ATT is also saying they cannot reimburse me for my $102 in overdraft fees. I do not recommend this company to anyone. Once I get this case resolved, and my devices paid off, I will be switching companies.

Moderator

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1.2K Messages

2 months ago

@learly 

Please do not post multiple duplicated threads for the same question.

Thank you,

The AT&T Community Team

(edited)

New Member

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10 Messages

2 months ago

I'll stop when my issue is resolved. Thanks.

ACE - Expert

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23.6K Messages

2 months ago

FYI:  From the  FORUM GUIDELINES

.....unacceptable behavior includes: a) discussing how to violate any policy or agreement entered into with AT&T for any product or service, b) posting content which is created solely to “bump” an existing topic or to evade the word filter or site logic; c) double-posting or cross-posting; and d) discussing participant bans or other Moderator actions. 

New Member

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10 Messages

2 months ago

@skeeterintexas when they can follow their own guideline, I'll then follow theirs.

Constructive

Employee

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29.9K Messages

2 months ago

@skeeterintexas a time out is in order 

MicCheck

ACE - Expert

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12.3K Messages

2 months ago

Not only is posting multiple places rude and against forum guidelines, it is not going to help you get resolution, so it's a waste of time. 

Filing a BBB or FCC complaint will get you escalated to someone who can dive into what's going on and try to get it resolved.

ACE - Sage

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101.9K Messages

2 months ago

Anyone else have issues with AT/First Net not being able to find your traded in device?

Trade in or early upgrade with Next Up? 

If you were eligible for an early upgrade because you had paid off 50% of your phone, a label should have been sent to return your phone to AT&T, and the remaining balance on your returned early upgrade is waived and you start a new upgrade at full price. 

Or... 

Did you participate in the trade-in deal for a new phone, and trade in a phone that was not yet paid off? 

I mailed my device in back in April or May via the box and label THEY sent me. I thought everything was fine until 3 months later when they charged me for “not returning my device.”

ACE - Sage

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101.9K Messages

2 months ago

FYI... 

The moderator removed your other posts because it is against form guidelines to post multiple posts on the same subject.

This is largely a customer populated forum and is not AT&T support. The moderator is just that, a moderator and is not an AT&T customer support person

New Member

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10 Messages

2 months ago

@formerlyknownas My device was paid off and I upgraded and was to receive a promotional credit. They mailed me my new device with a return label for my old device. I returned the old device as instructed, and they claimed I did not, and charged me for this device approx. 3 months later claiming I did not return it. I called and they opened a case. They could not even find the label information they had sent me. They closed that case with no communication to me. I called again and another case was opened, and they magically found my "not returned device" after I had been charged for it. Now I'm waiting on them to make it right and give me my money back. They want to put a credit on my account, but the money that was taken from my bank should be returned to my bank. ATT credit does not pay my bills (rent/electric/etc.).

sandblaster

ACE - Expert

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60.8K Messages

2 months ago

They mailed me my new device with a return label for my old device. I returned the old device as instructed, and they claimed I did not, and charged me for this device approx. 3 months later claiming I did not return it.

Well, there’s your problem. The label that came with the new phone was for returning the new phone, not the trade in. You obviously should not get charged for not returning a device that was paid off. The only reason you would be charged for the old phone is if the device was not paid off and you were doing an early upgrade. So did they mistakenly think you were returning the new phone and charge for that or was it actually an early upgrade? In any event your trade in went to the wrong location. The trade in materials are sent separately. Hopefully you kept the tracking information but as already suggested, file the FCC or BBB complaint. That’s your best chance at a resolution.

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