Contributor
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2 Messages
equipment was late because i moved followed by my mothers death
I moved and in the process my equipment was misplaced, within a month my uncle died followed by my mother a week later. Once settled i did find and returned but they say they will not waive the fees. What can i do because i had no intention of any of this happenening and certainly had no control over the deaths.
skeeterintexas
ACE - Expert
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28.3K Messages
8 years ago
I am sorry for your loss.
According to the Terms Of Service (TOS):
Return of Equipment. Upon termination of the Services for whatever reason, you must return the Equipment, undamaged, within 21 calendar days to AT&T. If the Equipment is not returned within 21 calendar days, or is returned damaged, you will be charged for the value of the Equipment. We may retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the Equipment within this time period. If the Equipment is returned within 90 days of termination, any fees charged for the Equipment will be refunded (other than fees for damages). No refunds will be made for any Equipment returned more than 90 days after termination.
If you returned the equipment after 90 days, you are not due a refund. That being said, you can call CS and perhaps get a sympathetic rep on the line that can waive the charges. But legally, ATT can charge according to the TOS.
Good luck.
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dbd433
Contributor
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2 Messages
8 years ago
My service wasnt cancelled until November 25th 2016 with the equipment returned January 11th 2017. I called back again and the rep i spoke with before didnt do what he said nor did they have the tracking information I had given them on the 11th nor recorded then. She supposedly is escalating this but that was also supposed to be done twice before before speaking with her. 1 rep on January 11, 2017 followed by a call before posting here to another followed by the 3rd which i called after reading some post on here. Thank you for the condolences.
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skeeterintexas
ACE - Expert
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28.3K Messages
8 years ago
If you feel that you are not getting a resolution to your issue, you can send a PM to AT&TCares
Be sure to include all info including your named, address of service, pertinent dates, your account number (if you still have it), and the tracking number (if you still have it).
Watch the envelope at the top of this page for a reply. Give them 5 business days to reply.
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