New Member
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5 Messages
USPS lost phones, AT&T wants to charge me
Today I received "Your device BBA APL IPH 12P 256GB GLD was not received by 01/26/23. You will see a charge of $550.00 balance owed on the device on your next wireless bill. If the device has been returned, please contact us at 800.331.0500. Thanks for choosing AT&T." I have two of these messages from AT&T
If I shipped the phones on October 18 and provided the tracking numbers to AT&T on November 14, how does AT&T bill me $550.00 because they can't find the phone. Shouldn't AT&T work this out with USPS. After all, the shipping labels used were given to me by AT&T. They should have the tracking numbers stored on their end without me having to provide them. I have spent over an hour on the phone to be told "If we can't locate the phones, you will still be charged $550.00 per phone."
I requested to speak to a manager and was told, "He'll try to give you a call by the end of day." After pressing, I was told "he'll call you within an hour." This is totally absurd. Rather than upsetting the customer, common sense says "Let's remove the customer from the middle of this and deal directly with USPS to locate the phones." Maybe I am the one with no common sense and should just move to Verizon. Perhaps they have protocols in place to handle issues like these without wasting my time.
SoloTX
ACE - New Member
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545 Messages
2 months ago
For sure all you should need is proof of return. File an FCC or BBB complaint and someone from AT&T's Office of the President will reach out and should be able to help you.
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hutchmeister
New Member
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5 Messages
2 months ago
SoloTX — I appreciate the response and agree with you. However, the amount of time it takes to deal with all this is absurd. I have several hours invested in this at this point. I am on the phone with AT&T again, no response from the manager as expected. This is shameful on AT&T's part especially since you have to listen to hold music telling you how awesome they are.
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SoloTX
ACE - New Member
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545 Messages
2 months ago
Stop calling them. Low tier customer support is going by script and won't help you. BBB/FCC complaint is the only way to go at this point. Search the forums. Your situation happens way more often than it should
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formerlyknownas
ACE - Sage
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105.5K Messages
2 months ago
@hutchmeister
You will need to provide proof of shipping. AT&T will show the created shipping label on their end but if the shipping label never enters the postal system that means you didn't do your part by taking it to the post office, getting it checked in over the counter and saving the receipt as proof.
If you have that slip from the post office, AT&T cannot deny credit
And since you're being charged a non return fee, the phone went to AT&T, not hyla mobile in Tennessee, so this was an early upgrade offer. (not trade in)
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Marksveldt
New Member
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3 Messages
1 month ago
Did you ever have this problem resolved? I'm having the same issue, although I purchased a new phone and used my previous one as a trade-in. So basically they're still charging me for the new phone even though it was supposed be totally credited off. It's been over THREE MONTHS, and the tracking still shows that it's "in transit". The trade-in was clearly lost by USPS or lost at an AT&T warehouse. The manager I spoke to today was completely useless. She's now telling me that I have to provide the IMEI for the trade-in device, as if that's going to help them somehow even though the phone apparently never arrived? Apple won't provide it, my previous service provider won't give it to me, and I don't have the original box. I think they're asking for the IMEI because they know that I can't get it. I'm also like 10 hours deep into phone calls on this. It's completely wild and an absolute scam. I filed complaints with the FCC and BBB. I will never use AT&T again after this contract is complete.
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