Returned equipment and still billed for said equipment

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 I’m having the same issue right now. I returned my DVR receiver box at the beginning of December. I then paid my bill in full at the beginning of January. For the past three days I have received telephone calls threatening that if I did not pay my $384 balance my service would be disconnected. I called to figure out why my bill says it is behind only to find out that I am being billed for equipment that I returned over a month ago. Luckily I kept the tracking number and found it and realize that it was return to AT&T returns department  on December 15, 2017. It was received by a man named Cesar Garza  and I know exactly what time it got there and when it was scanned in. However I’m still being given the runaround and told that my credit has to be approved and that could take up to 48 hours. I waited the 48 hours and called back and was told that I would still be charged for the equipment because they do not have a reference number that I was supposed to get from the UPS store when I dropped it off. I didn’t get a reference number because I dropped it At a UPS drop box. But I have the tracking number and it plainly states that it was returned and delivered to the address that AT&T gave me to deliver it to. I’ve been a customer for AT&T for several years. I feel like every time I turn around my bill is way higher than it is supposed to be with no give  explanation other than fees that “everyone is charged” are going up.  I’m so fed up with AT&T. The lady that I spoke with even said to me and I quote “these things happen sometimes. I was charged for equipment that I returned to AT&T because I didn’t keep my tracking number.”  So it’s a very common thing. It sounds like AT&T tries to scam money out of people and charge everyone for their equipment and only do refunds for a small amount of people who have all the right numbers they ask for such as tracking numbers, AND reference numbers. And if you don’t Have those numbers they get the equipment back plus they charge you an insane amount of money and they get to keep it for free. Sounds like a big scam to me. And all they offer is an “I’m sorry it happens.” They should offer some type of credit or upgrade for things like this for the customer to at least few as if their valued as a customer and not just people to take advantage of. This is the only company I’ve ever dealt with that just says “sorry” (not even meaningful) and that’s all. It definitely made me start looking for other cable, phone and internet companies. Before I moved to my location, I had Comcast and they upgraded my internet package one time for messing my bill up. Without even being asked. They said “ for the  inconvenience  we have cause, we’re offering you a free upgrade....” I wish Comcast was available in my area.... they are the company to get and have if possible. Don’t get AT&T you are only a number to them. I will be contacting the BBB. 

Lies lies lies! They did the same thing to me. This is clearly some type of scam. Att does not care they are the worst. 

I'm battling with AT&T over the same issue of being charged for equipment that I returned. 

I cancelled my Uverse acct (as well as my AT&T wireless acct) & about a week later, learned that we had 3 cracked beams which caused plumbing issues which caused significant water damage. We of course filled an insurance claim (which btw didn't cover the cracked beams). For months we lived in a construction zone while repairs were being made. With all the chaos, it simply slipped my mind to return said equipment. Then I get a call from a collection agency saying I owe $495 for AT&T equipment. I immediately called AT&T, explained why I forgot to return the equipment & asked if I were to return the equipment, would I recieve credit for the equipment. I was told I would so I immediately returned the equipment. After a week, there was no credit. I called AT&T & was told by an agent in the billing department that he would have to submit a request for the credit to the business department. The billing department denied my request. I offered to provide a copy of my insurance claim showing the date of claim & extent of structural damages as well as receipts showing how long the construction work lasted. The agent said he made notes of the situation & would submit another request for credit. That request was denied. So now, AT&T has the equipment & I have a $500 bill for the equipment. I honestly do not see how that's legal. How can they keep the equipment & charge for the cost if the equipment?  I know what their TOS says but I also know a contract that violates a law or the rights of the other party is unenforceable. Has anyone filed a suit against AT&T over this issue?

Also I would contact the FCC.  Several people on this site have had good luck with the FCC including me.

Do you have a tracking number ? 

I suggest gathering all your materials and using the chat now feature. I’ve found the online agents to be more reasonable. A phone rep laughed at me when I told her how made I sad they were sucking up all my family time in the afternoon.

So they offered us two phones to upgrade.they sent us phones and new numbers with a whole new plan. Well that’s not what they meant to do so they told us to send it back. Even 👏🏻 With👏🏻 The👏🏻 Tracking 👏🏻 Numbers. These fools fought tooth and nail to close our non existent account. They never reascched out saying that we weren’t paying our phantom phone bill.we had to find out after investing why our credit took a huge hit. Not what you want before buying a house. I’d say it’s resolved after speaking to an online agent but when dealing with At&T you never know. 

They never apologized that for a week either my husband or myself had to sit on the phone or computer dealing with this instead of enjoying each other and our little one. 

They aren’t great...the customer service line is an absolute joke. The only way we made any advancements was talking to the online representatives. That’s also great because they transcribe and email you the conversations I suggest saving that Incase you have to escalate the situation 

I am having the same issue.  Rep admitted they saw the return. I have the chat transcript.  ATT will not remove the charge.  It created a hardship. I have gone back and fourth with them for two months.  This is horrible. I have told all of my family.  I plan to tell the news about this scam.  I am going to let people at work know.  [Per Guidelines:  Keep it Relevant and Appropriate]. Contact the FCC, the better business bureau, and write a letter to my attorney general.  This is horrible.  Equipment was return and ATT admitted it.  bad customer service.

AT&T obviously is doing this on purpose as punishment for anyone cancelling service.[Per Guidelines:  Keep it Relevant and Appropriate].

Hahahaha, this is so hilarious.  I am dealing with a very similiar issue.  Repeated calls, receipt for the returned equipment.  The stupid *** talked today told me this was the first time it HAD EVER happened. I cannot believe the audacity of this company.  

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We ordered At&t cable and internet. It didn’t work, after getting no help we cancelled THE SAME DAY! Returned equipment the NEXT DAY! They’ve hatrassed us until we paid the fee over $100 for hookup, and now they’re harassing us a YEAR LATER for the equipment. 

We own stock in the crappy company and are ashamed to be affiliated in anyway. Will remedy that soon. 

Glad to have found this thread - do we get club jackets too with AT&T in a circle with a line through it on the back? Make mine an XL please.  🙂 

Same M.O. in my experience. Cancelled service back in March 2017. Shipped equipment back via UPS on 3/15/17, thankfully listened to the UPS staff who told me to keep the receipt as they hear complaints all the time about people getting billed later on for equipment that was shipped back. Hmmmm....

All goes quiet until June 2017 when I get a letter from AT&T about owing them money. Documentation is exchanged, phone calls made, we'll take this off sir. I think this is done. August 4, 2017, SunRise Collection Agency sends me the letter. I send the documentation to them. Goes quiet. December 6, 2017 I get a letter from another collections agency, Diversified Consultants in Florida, same topic, I call them, leave messages, same process, goes quiet. Fast forward, a WHOLE FREAKING YEAR goes by and in February 2019 I see a hit on my credit report, which I check 2x a month, and find the team from Diversified is back but now they are filing a derogatory comment to the credit companies. Guess who... AT&T still asking for their equipment money back.... No letters were sent to my home this time. No phone calls were sent to my phone number.... all I get is a drop in my solid credit rating. THAT IS HOW I'M NOTIFIED. Here we go again.

I calculate I've spent about 18 hours of life dealing with this issue over the years. I think an invoice back to AT&T with the time billed at my company billing rates is now appropriate. (That comes to just over $3500.00 AT&T, in case you are wondering). So now, here I sit with all the past letters and correspondence in front of me, again. With an issue still not resolved. Someone posted about reaching out to the FCC.... that's an excellent idea. Hopefully, Iris, whom I added to the growing list of AT&T employees working on this issue today, will actually bring me peace. Why do I not believe it.... 

Sincerely,

Irritated in Fort Worth 

I was also told by UPS to keep my tracking information forever! I returned one piece of equipment almost 2 years ago and have been billed $10/month for equipment rental! I know  AT&T received the equipment because I tracked it!

omg! I’m starting to really believe this is a SCAM! I’m seriously FED UP with ATT! We’ve had cell service with them for almost 15 years. And I’m on to their schtick... constantly making promises that are lies... then when we call and call and finally get a “supervisor “ who apologizes and says they have no idea why we’ve been told such and such (it’s happened many times), they say they’ll do whatever they can to make it better... but what the do is never as good as the original promise, but just enough to appease us. So we give up in exasperation and accept the appeasements.... this has happened so many times I’ve lost count... false promises made “better” long enough to keep us pacified until the next time. But ever since we’ve added internet and worst of all direct tv (a rep for which bald face LIED to scam us into switching from uverse— which an att rep confirmed before we agreed to switch) THEN they say they never received the old equipment and want us to pay $179!!! We’ve called and called and cannot get satisfaction. I’m seriously going to leave this company.... no more cell service. No more internet. No more cable/satellite. DONE

Ha! I realize now this is a common practice for them. Same situation here with their Uverse garbage product.