RETURN OF EQUIPMENT

How long did you wait to return the equipment?

FYI  -- here is my dilema.  They are targeting fraud to senior citizens.   Here's my experience. Still no answers as of today from them. 

In mid-July, I canceled my husband's Uverse account.   He is in a care facility due to dementia.   I have poor vision, and i cannot drive a car.  He moved to another facility that has cable tv.  

You told me that I would need to go to 'MY NEAREST UPS' store in order to return his equipment.  you said - ALL UPS STORES HAVE AN ACTIVE ACCOUNT WITH AT&T AND THEY KNOW EXACTLY WHAT TO DO WITH THE EQUIPMENT."  I went to MY NEAREST UPS STORE.    They had no idea what I was talking about, and said they do not have a relationship with AT&T.   I went back home, and i called you again.   You were puzzled and said you did not know why UPS would not accept the equipment to mail back.   You suggested next that I go to the nearest AT&T store. They would help with this.  I went to AT&T store.  They had no idea what I was talking about, and they said they could not help me.   I contacted you again, and I got the same run around again and again.  It was the same thing "go to your nearest UPS store.  They can help you.  I called the UPS national 800 number.  They had no idea what I was talking about.  They said they did not know anything about a relationship with AT&T.    I called AT&T again, after 30 minutes of the UPS argument, you found out that I would have to drive over 40 miles to a UPS store in another city.  Not my nearest UPS store.  I explained that I cannot drive, I am 82 years old, and I need assistance.  I even asked your for an address where to return the equipment.  YOu said "Im sorry, we don't have an address."  Then a representative named Marilyn said that she would mail me a box with a lable that I could give to MY NEAREST UPS store in the city where I live.   Guess what.  The box never came.   I called again, and I spoke to a represtative of yours in Ohio.  He promised the return box would be shipped.  That was over a week ago.  I called Wednesday.  They told me 'be patient' the box will be there Friday.  Today is SAturday.  There is no box. 

Do you know what the FCC calls an organization with no mailing address?  A fraud. 

Only a firm like yours would do everything they can to use pirraha tactics to defraud citizens, especially senior citizens.  You not only don't want the equipment back, you want to make sure that we don't even have the ability to return the equipment to you.  If I am incorrect, then please respond.  I intend to let everyone know just how difficult it is to do business with you.  I will contact the FCC,    If I am incorrect, then be honest with me.  Where is my return mailing box? 

[Legal discussions are not permitted per the Guidelines]

See detailed instructions on how to return your equipment HERE

I am sure you do not get asked this particular question every day, but he we go. Firstly, I feel like I am getting scammed.

I have been trying to confirm the delivery of my devices since June 28, 2015 when I shipped my router, modem, and TV box through NEWGISTICS "smart label" and dropped the equipment off at UPS!!!

There, they opened my sealed package and scanned all of the equipment.  I have tried going to the original UPS store where I dropped of the package and no one knows how to look up my tracking number. UPS scanned all of my Serial Numbers and there is no recorded of it every happening?? I do not understand?? The shady part about this is there are records of me calling AT&T on June 28, 2015, while I am at the UPS store, asking for my account number so I can drop of my U-Verse equipment!!!  I have contacted AT&T about this numerous times and they will not provide me with the reference number (which is included by the sender since they created the return there is some type of record).

 I really would like some help with this issue. I spent over 4 hours on the phone today with AT&T and got nowhere. I just want to speak to someone that can help me with this issue or direct me in the right direction. 

@WinterIsComing This is the cellular phone COMMUNITY forum.

Hello @WinterIsComing

Thank you for posting. I'm very sorry you're having some issues with your account and returned equipment. Our team will be happy to help you with whatever we can! I have created and escalated a case for you and one of our specialists will be contacting you shortly. In the meantime, please feel free to send me a private message or reply here if you have any other questions or concerns.

Thank you,

Dmitriy

Hi @WinterIsComing,

When you took the equipment to be shipped, did you receive a tracking #? ATT does not provide this as it is given to you by UPS. 

-ATTU-verseCare

Yes, I received a tracking number. I was not told if I lose my tracking number, there would be "NO OTHER" way to confirm AT&T received the equipment. I was not aware this was soley the customers responsibility to keep the "ONLY"record to prove I dropped my equipment off. From what UPS has told me, AT&T has record of the shipping label since this was created through their account. As you read in my original post, I called AT&T to acquire my UVerse account number while I was at the  UPS store so they could pull up my account info to scan the equipment to send to AT&T (that is logged and noted on my AT&T account). 

Hi @WinterIsComing,

Just wanted to say thank you so much for commenting!! I happened to come across your response and you mentioning Newgistics labels being what AT&T uses for those prepaid labels is what is saving me from paying $170.  AT&T could not locate my package nor give me any information besides a tracking number they thought was for UPS.  I used it in the Newgistics tracking website and was able to find my package being delivered months ago! Now I have actual proof. THANK YOU.