Charge for Unreturned Equipment when Equipment was IN FACT Returned

Greetings @mcn3112, we are really sorry to hear this happened to you, this is certainly not the experience we want you to have with our service, we would like to take a deeper look into this, so we can make a proper investigation and make things right for you.

-AT&TCare

Yes, I had the same problem. I returned the defective equipment immediately (within a day or two) and it was received at the warehouse within a few days after that, well within the return period outlined on the paperwork. Unfortunately, the warehouse doesn't seem to relay that information to AT&T very quickly because Customer Care didn't have any idea that the equipment was returned. They 'helpfully' suggested that I just pay the $159 charge for non-returned equipment and wait for a credit. (What a joke, as if!) I even provided the UPS tracking number to show the rep that the equipment had been received at the warehouse. It took two more billing cycles for AT&T to credit my account the $159, but the late fees that resulted from my not paying it originally remained on the account. And each month, the unpaid late fee generated its own late fee -- and this has been going on since 2015. I initiated a chat again today because now I'm getting cut-off notices, and was told I would have to have a manager call me. Someone did call me, but they couldn't help me either; they had to transfer me to a manager. So I was transferred to someone else, but alas, she was not a manager either. She did ask for my entire story again, so that she could relay it to her manager, but when I was transferred, this person had no idea who I was, not my story, and not even my account number, so I had to start all over again with her. Then, right in the middle of discussing the issue, I heard a beep and the call dropped. Nobody has called me back, and I have no idea how to reach the person I was talking to. It is just unbelievable, what it takes to get an issue resolved. What a headache; I'm so fed up and ready to walk entirely. If an AT&T Care manager sees this, please let me know. I just need for someone to review my account and tell me if the late fees can be reversed. I have no interest in spending an hour or more telling and retelling my story to people who can do nothing to solve the problem. 

Hello @chrissiegrrrl,

I certainly understand wanting to make sure your bill is correct and you are not being overcharged. I can help with this.

Please keep an eye on your Forum’s Inbox. I will be sending a private note, so we can discuss this and work together towards a resolution.

Thank you for your patience and understanding. I will be reaching out shortly.

Isaac, AT&T Community Specialist

Hi, I am having an issue with equipment that has been returned but I am still being charged for the equipment. They keep saying that I need a tracking number from UPS but UPS tells me there isn’t one because they send out multiple routers and modems at a time. I am being charged $147.94, when I have already sent the equipment back. I was never told a certain time period for when it was to be returned but I know I didn’t have it for longer than 30 days. I want to know what I can do because I have been dealing with this for almost three months now and it is very frustrating to keep going round in circles over equipment that has been returned.

I am having the same problem!  I sold my house last November.  I first tried to return the internet modem at the UPS store but they would not take it because they said the serial number didn’t match what my AT&T paperwork said. I had not noticed this but it was true. HOWEVER, it was the modem that the installer put in my house, the ONLY piece of AT&T equipment, right next to the wire he installed in my office for high speed Internet. It has the AT&T logo on it.  So....AT&T agreed to send me a box to return the equipment, which I did. I thought this was the end of story until I received a collection letter from a 3rd party months later. After several calls to AT&T they will not resolve it because I don’t have the tracking number for the box. I think THEY should have the tracking number since THEY sent me the box!!!  Fortunately I do have a picture of the modem with the serial number but they say this is no help. I even googled the model number from the equipment and it said it is an AT&T fiber optic modem. Since I had Comcast my entire adult life before that, where on earth would I have gotten it??? It’s not my fault the installer apparently registered the wrong modem on my account. I should not have to pay for the equipment!  And ALSO, AT&T tried to charge me an early termination fee for not continuing service where I moved to, and here’s the kicker: AT&T internet is NOT AVAILABLE WHERE I MOVED TO!!!!  I must have called 8 or 10 time a over several months and was told each time that it was resolved but it never was until about 4 weeks ago. But they still refuse to resolve this “unreturned equipment” claim. Oh, and my credit score which was 815 before this, dropped to 713 overnight!!!!!

Hi, I am having the same problem. I returned my modem via FedEx on 8/14/19 and they are billing me 160.50 for unreturned equipment. I have my paper receipt for the return. I have placed multiple calls to AT&T to no avail. Now I am receiving a bill threatening me with collections agency reporting. Billing people for equipment that has been returned is fraudulent business practice. This is an attempt to obtain monies from people under pressure to them with a threat of derogatory credit reporting. It must stop.

Since you have the FedEx receipt, I highly recommend that you contact your local public utilities commission or a local news station’s “call for action” line. In my case I made the mistake of not waiting at the UPS store for a receipt that day because the line was very long and I wasn’t feeling well and had utmost confidence in everything working as it should (just my luck, right?)  But you have recourse since you have the proof.

Fortunately for me, I disputed the mark that AT&T put on my credit file and the credit bureau promptly removed it. But I literally have a 30-year spotless credit record and a score of 815, so I don’t know if they would have done so otherwise, or if they are familiar with these complaints about AT&T. So that is worth a shot too. But more than likely one of those other sources will be able to help you before it gets that far. Good luck!

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@connierod wrote:
I sent a tip to the FBI.

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Please tell me that you meant the BBB or the FTC.

Yep, FBI. I went ahead and paid the bill. They are robbing people and getting away with it. I will not allow them to rob me of my credit rating too. Let the Feds handle this one. 

I am having a similar issue where AT&T has charged my account for $1100 for a phone that I returned in store on the direction of customer service. I went back to the ATT store yesterday and spoke with the same guy I returned it to and he said "Yeah, this is why I don't like returning phones in store". Following that he said there is no way AT&T was going to credit me back until the STORE could find where the phone was. How is this my problem? I have never had such a poor customer service experience in my life. Even routine procedures some how find away to get completely botched. 

Does anyone know what next steps I should take? The guy at the store gave me his card and told me to follow up with him, but he has now gone silent. Should I file a claim with the BBB? Some type of Government agency like the FCC?

Thanks

@gdf1226  You might want to post in the WIRELESS FORUM.  This is the Uverse TV forum.

This happened to me too! Charged for returned equipment they even acknowledged they had! Took months to get refund! Stole $700 from me. Just reported to BBB. Seems like this is a scam they pull with many.

This happened to me too! Charged for returned equipment they even acknowledged they had! Took months to get refund! Stole $700 from me. Just reported to BBB. Seems like this is a scam they pull with many.

I just filed with BBB