AT&T charged us for “non-return” after a 14-day free trial offer

I hope someone can suggest what to do to get AT&T to credit the charges that they promised to refund.

I have tried, now going on over 2 years, to get a refund on 2 TV boxes I returned to AT&T.

I accepted a 2-week trial offer on a fiber Internet/ TV package and canceled it within the required 14 days.  AT&T technicians couldn't get the Internet service to work in my house by near the deadline, so I canceled the trial. 

I don't know if the company has located the 2 boxes, but they have never credited the $240.00 “non-return” charges—$120.00 per TV box.

I have the serial numbers that were on the boxes, so it seems like they could locate them in their inventory or on someone else's account.

AT&T TV device

    Serial # X71EC9QT019131

AT&T TV device

    Serial # X71EC9RC000979

After packaging the devices for return, I first took the 2 TV boxes to the AT&T store on Sidney Marcus in Atlanta. The employees said they couldn't take TV boxes back, and directed me to return them at FedEx store #1372. I then took all (gateway modem and 2 AT&T TV boxes) to

FedEx. An agent told me to unpack the boxes that I had carefully put back together according to my directions, then took the 3 devices, scanned the barcodes, and gave me a receipt .  I didn't notice at the time that the receipt showed  only the modem and didn't include the TV boxes. 

I called customer service on Aug 31, 2020 to request a credit for the“non-return” charges . Since I have been an AT&T customer for decades, I was asked to call the AT&T loyalty number about the problem. The agent verified that the trial had been canceled, no charges left, and all would be cleared, maybe taking 30 days. Everything was cleared except for refunding the “non-return” charges.

I had asked American Express to investigate through a disputed charge process, but they had no luck either.  AT&T simply blew this off.

When the problem didn’t get resolved and I saw that other people on the community forum had had a similar experience with non-return charges, i posted a note asking for advice.

An AT&T employee immediately  "took it private" offering to help, meaning they removed my post from the website. That was the last time I heard from anyone at AT&T about this.

I posted a message again last year and my question was closed, telling me it was in the wrong forum category. 

It was during an AT&T reorganization, so maybe their systems were dysfunctional, or maybe employee mistakes (or FedEx?), but certainly it’s lack of concern that sweeps customer problems aside and takes their money while they bombard us will new messages about their great products and services and want us to sign up again. The trial that we never had has been a time-consuming and costly experience.

Buyer beware.

If you know who I can contact that can and will do something to get us this refund, I will be thankful.