AT&T Community Forums

Returned my phone within the return period and ATT has not processed my return or refund!!! :(

As stated above, I returned my phone, the case, and screen protector I purchased when I upgraded my line. I upgraded to the wrong phone so I returned my order. It has been 7 weeks and I still have not received a refund for any of the items! I even received an email from ATT saying they received the return package.

And here's the kicker, I AM BEING CHARGED FOR THE PHONE I RETURNED!!! My family and I have been with ATT for over 15 years, and I cannot believe they're treating us this way. I am beyond dissapointed.

Responses

Constructive

Former Employee

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32.9K Messages

3 months ago

Where did you trade it in?

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az12d

4 Messages

3 months ago

They sent me a label so I sent it via USPS.. Some return center in Texas.

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Gary L

ACE - Expert

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16.5K Messages

3 months ago

@az12d And you have your receipt from mailing it in, with the tracking number?

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az12d

4 Messages

3 months ago

Of course!

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ATTHelp

Community Support

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225.7K Messages

3 months ago

Hello, we value your loyalty, and we're here to help you make things right.

We would like to take a deeper look into this situation.

Please look out for a DM notification from us.

Thank you visiting AT&T Community Forums!

Ken, AT&T Community Specialist.

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L

Lockdowncraziness

Former Employee

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2.2K Messages

3 months ago

@az12d To be clear this is not a trade in? You purchased the wrong phone and meant to return it within the 14 day buyer’s remorse period, correct? If you returned it to Texas it sounds like they sent you a label to send your phone in if you want to participate in the trade in promotion, not the label to return your new phone.

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az12d

4 Messages

3 months ago

Hey there, yes, I purchased the wrong phone and did return it within the 14 day period. And that is awful news about it being the wrong receiving center. That is the one they sent me, and I have the emails to prove it. What can I do now?

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MicCheck

ACE - Expert

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13.7K Messages

3 months ago

@Lockdowncraziness I'm pretty sure that's backwards. Returns go to AT&T in Texas (which is the label included with the new phone). Trade ins go to Hyla (or whatever it's called now) in Tennessee.

@az12d If Ken can't help you in PM, file a BBB complaint. That will get you escalated to someone with the power to figure out what the heck is going on.

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