10-21-2020 04:02 AM
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  1. sweetypie31's Avatar
    Ok so I sent my Note 10 back on Aug 21st. ATT has been sending me texts saying they were going to charge me for the phone since the beginning of Sept . I've been calling them since Sept 1st trying to get this fixed .All the reps kept saying don't worry. It will be taken care of . Today is the day that they needed the phone back so I wouldn't be charged. Well lo and behold they still don't have the phone and I got texts and emails saying I'm going to get charged . I talked to CS and this woman tells me I have to pay for the phone and once they get it they will credit my account . NOPE you will NOT. I am now waiting on a supervisor to call me back. I have no question. I'm just venting .
    kevinpleasants and jlangner like this.
    09-29-2020 06:15 PM
  2. donm527's Avatar
    Does your tracking number show that it was delivered and received at destination address?
    nuangel2 likes this.
    09-29-2020 06:29 PM
  3. BerryBubbles's Avatar
    I would be venting also! You have been keeping in touch & trying to resolve the situation with no progress from the AT&T side. I'm sorry you are having to go through all of this. Takes the enjoyment away of having a new phone. I hope this is resolved for you soon.
    sweetypie31 likes this.
    09-29-2020 07:05 PM
  4. sweetypie31's Avatar
    Does your tracking number show that it was delivered and received at destination address?
    No my tracking info says in transit.
    09-29-2020 07:15 PM
  5. sweetypie31's Avatar
    I just got off the phone with another rep because I missed the supervisor call. She said that she's escalating this issue with the people in the back office. She said that she's explained the situation to them and she guaranteed i will not see the charge on my next bill because this is not my fault. She said ultimately the phone probably got stolen because it should not have taken this long.

    All I know is I still have my receipt from when I mailed it back . I even got a picture of everything packed up in the shipping box ( I know that won't help , but I took it anyway. ) . I'm not paying for this phone. I did what I was supposed to do.
    09-29-2020 07:23 PM
  6. donm527's Avatar
    Sounds promising. Because they can at the very least see the timestamp when USPS accepted your package so they know you did your part in time and if it is still one week, two weeks + and still in transit... they'd understand and realize... it could have been in transit by bicycle carrier across country and would have made it to it's destination by now.

    I just got off the phone with another rep because I missed the supervisor call. She said that she's escalating this issue with the people in the back office. She said that she's explained the situation to them and she guaranteed i will not see the charge on my next bill because this is not my fault. She said ultimately the phone probably got stolen because it should not have taken this long.

    All I know is I still have my receipt from when I mailed it back . I even got a picture of everything packed up in the shipping box ( I know that won't help , but I took it anyway. ) . I'm not paying for this phone. I did what I was supposed to do.
    sweetypie31 likes this.
    09-29-2020 07:39 PM
  7. mustang7757's Avatar
    Ok so I sent my Note 10 back on Aug 21st. ATT has been sending me texts saying they were going to charge me for the phone since the beginning of Sept . I've been calling them since Sept 1st trying to get this fixed .All the reps kept saying don't worry. It will be taken care of . Today is the day that they needed the phone back so I wouldn't be charged. Well lo and behold they still don't have the phone and I got texts and emails saying I'm going to get charged . I talked to CS and this woman tells me I have to pay for the phone and once they get it they will credit my account . NOPE you will NOT. I am now waiting on a supervisor to call me back. I have no question. I'm just venting .
    Sorry hear that , but you'll get it straighten out .
    09-29-2020 08:30 PM
  8. comestim's Avatar
    This happened to me when I upgraded to my Note 10. They told me to not pay the bill and it would be fixed. They shut my phone off like 3 or 4 times. I went through hell and was promised they would fix it every time. They would turn my line back on and it would be shut back off like 10 days later. The only one that can actually fix it is the customer loyalty department. The call center in Manila can not. I spent over 12 hours on the phone with them with no help. Soon as I got the customer loyalty department they had it fixed in an hour.
    mustang7757 and jimd1050 like this.
    09-29-2020 08:38 PM
  9. mustang7757's Avatar
    Maybe it's better to give your trade in the store so they can inspect and give a receipt.
    J Dubbs likes this.
    09-29-2020 08:42 PM
  10. sweetypie31's Avatar
    I didn't know i could still take it to the store. I thought they stopped that years ago.
    Maybe it's better to give your trade in the store so they can inspect and give a receipt.
    jimd1050 likes this.
    09-29-2020 09:38 PM
  11. mustang7757's Avatar
    I didn't know i could still take it to the store. I thought they stopped that years ago.
    I could be wrong, thought you still can ...been long time since I ordered att version.
    jimd1050 likes this.
    09-29-2020 09:45 PM
  12. TMavC5's Avatar
    Ok so I sent my Note 10 back on Aug 21st. ATT has been sending me texts saying they were going to charge me for the phone since the beginning of Sept . I've been calling them since Sept 1st trying to get this fixed .All the reps kept saying don't worry. It will be taken care of . Today is the day that they needed the phone back so I wouldn't be charged. Well lo and behold they still don't have the phone and I got texts and emails saying I'm going to get charged . I talked to CS and this woman tells me I have to pay for the phone and once they get it they will credit my account . NOPE you will NOT. I am now waiting on a supervisor to call me back. I have no question. I'm just venting .
    This is as I expected, and that was the reason I went to the ATT Corp store and handed my trade instead. I have had success with Samsung Trade's last 4 trade without any issue.
    mustang7757 likes this.
    09-29-2020 10:15 PM
  13. Mike Dee's Avatar
    I could be wrong, thought you still can ...been long time since I ordered att version.
    Some people have taken it to the store but you could end up in the same situation because they still have to send it out for approval.
    09-29-2020 10:39 PM
  14. mustang7757's Avatar
    Some people have taken it to the store but you could end up in the same situation because they still have to send it out for approval.
    If I remember correctly they inspect it there ?
    09-29-2020 10:40 PM
  15. Mike Dee's Avatar
    If I remember correctly they inspect it there ?
    I don't know about the deals made in store but I'm referring to some people who bought online and were able bring their trade in their unit before they got the shipping label. They basically just take it and send it to the trade in redemption center so it isn't much better than if you mailed it.
    09-29-2020 11:11 PM
  16. mustang7757's Avatar
    I don't know about the deals made in store but I'm referring to some people who bought online and were able bring their trade in their unit before they got the shipping label. They basically just take it and send it to the trade in redemption center so it isn't much better than if you mailed it.
    Gotcha , like I mentioned been long time .
    09-29-2020 11:12 PM
  17. Mike Dee's Avatar
    Gotcha , like I mentioned been long time .
    Apple does trade ins well. They take it from you and it's a done deal.
    09-29-2020 11:38 PM
  18. mustang7757's Avatar
    Apple does trade ins well. They take it from you and it's a done deal.
    Yeah they are pretty good
    09-29-2020 11:40 PM
  19. nuangel2's Avatar
    I have a similar problem because of FedEx. I brought my trade in phone to FedEx on Sept 1st.it had to be mailed by 2nd. This is Sept 30th.fedex lost my trade in. I have my receipt and I have fedexs site documentation saying they received my package. I filed a claim with FedEx. Spoke to numerous people at FedEx and to Samsung support also. We'll Samsung rep assured me I would not be charged because it was cleared FedEx fault today I got my email from Samsung saying my trade in was successful they did not charge me.
    mustang7757 and jimd1050 like this.
    09-29-2020 11:57 PM
  20. mustang7757's Avatar
    I have a similar problem because of FedEx. I brought my trade in phone to FedEx on Sept 1st.it had to be mailed by 2nd. This is Sept 30th.fedex lost my trade in. I have my receipt and I have fedexs site documentation saying they received my package. I filed a claim with FedEx. Spoke to numerous people at FedEx and to Samsung support also. We'll Samsung rep assured me I would not be charged because it was cleared FedEx fault today I got my email from Samsung saying my trade in was successful they did not charge me.
    That's a relief!
    nuangel2 likes this.
    09-30-2020 12:01 AM
  21. J Dubbs's Avatar
    Ok so I sent my Note 10 back on Aug 21st. ATT has been sending me texts saying they were going to charge me for the phone since the beginning of Sept . I've been calling them since Sept 1st trying to get this fixed .All the reps kept saying don't worry. It will be taken care of . Today is the day that they needed the phone back so I wouldn't be charged. Well lo and behold they still don't have the phone and I got texts and emails saying I'm going to get charged . I talked to CS and this woman tells me I have to pay for the phone and once they get it they will credit my account . NOPE you will NOT. I am now waiting on a supervisor to call me back. I have no question. I'm just venting .
    I always pay for shipping insurance for just that reason.... I know it's an extra expense but in times like this it's worth it ;-)
    09-30-2020 02:23 AM
  22. Gary02468's Avatar
    I always pay for shipping insurance for just that reason[.] I know it's an extra expense but in times like this it's worth it
    If you use a shipping label that the vendor gives you for the return, then your responsibility for delivery ends when you hand over the package to the shipper and get a receipt that shows the tracking number. After that, whatever happens in transit is for the vendor to figure out with the shipper, invoking whatever insurance the vendor may have bought.

    But if you arrange and pay for the shipping yourself, then yes, insurance can be helpful.
    nuangel2 and bassplayrguy like this.
    09-30-2020 07:25 AM
  23. o4liberty's Avatar
    I am still fighting with AT&T over a device I sent back and have the tracking to show they received it but they say they didn't. It's crazy how screwed up they are.
    kevinpleasants likes this.
    09-30-2020 08:19 AM
  24. mustang7757's Avatar
    I am still fighting with AT&T over a device I sent back and have the tracking to show they received it but they say they didn't. It's crazy how screwed up they are.
    Its crazy how these things happen but it get resolved im sure .
    09-30-2020 09:10 AM
  25. o4liberty's Avatar
    I was sent to collections explained the situation to them and told them let's go to court now the debt collector has dropped the debt.
    09-30-2020 09:12 AM
67 123

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