5 Messages
ATT Upgrade Empty Box Stolen Phone Next Contact?
<span;>I upgraded both my wife and my phones using our NEXT upgrade plan. Yes, I payed extra for upgrading both phones. Both of the return phones where packed exactly as described by their return process with their labels. I took pictures of both labels and packages. I even have a picture of packages sitting side by side in my lap, just before walking into UPS. UPS took both packages and gave me a receipt with each packages weight. Obviously an empty box would have weighed much less. When tracked via UPS, one phone that shows returned has both proof of delivery and final scan. The other, tracked April 1st originally still showed in transit, with the dropoff scan being the only one. ATT assured me there would be no problem, I would just have to wait until they charged me in May to have the phone credited. Of course I call back in May and I go through a two hour discussion with ATT attempting to place fault on me at every turn and ultimately failing to do so. After failing to place fault they sent me a picture of the package that they received which had a knife cut down the middle of it and retaped. Once I described it as incorrect and tampered with, and explained ALL of the pictures that I had along with my google "timestamped" tracking and current tracking showing the same lack of delivery scan or proof of delivery, the employee hung up on me. I then waited at a physical store for 2 hours until the manager came out and said that their was no way that he could help me. Apparently ATT is "guilty AFTER proven innocent" even with the knowledge that this is NOT its first time occurance. Aside from (Edited per community guidelines) or small claims suit, how do I get my $505.62 credited back to my account. Now, on top of all of this ATT has decided to block my account from the forum. Of course they did. Clearly, it is ATT's fault for a known issue that has been going on for atleast 2 years. Goven the amount of customers ATT has, I can only imagine the money ATT is raking in from a fraudulent charge against ots customers. This is no way to treat a human being, much less, someone who has been with ATT for over 10 years. The ONLY evidence ATT has is a picture of a box that was clearly cut open with a knife and retaped. I have every picture from the labels used that ATT sent to both boxes sitting side by side in my lap in the UPS parking lot. On top of that I have a receipt from UPS showing both tracking numbers along with the weight of each box. Even UPS has no record of a scan after my drop off as well as no delivery confirmation. With all of this evidence, the credit to my account should already ha e been applied immediately. This is rediculous. I have already exausted the list of numbers with ATT as well as went to an actual brick and mortor store. ATT has now blocked my account and removed my complaint to cover up their disgression. There is no reason for ATT to back me into a corner.</span;>
Accepted Solution
dwill05
ACE - Master
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11K Messages
1 month ago
File a complaint with the BBB. That will get escalated to upper management at AT&T for resolution and they will contact you.
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formerlyknownas
ACE - Sage
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118.4K Messages
1 month ago
Since you are unaware of how the process works. You turned over your package to someone at the postal service, it goes from the United States postal Service through a courier called newgistics, and eventually back to AT&T. You indicate the box was cut open, obviously tampered with, before it was ever delivered to its destination.
I'm not sure why you're assuming the fraud is on AT&T's part. It seems very apparent that One of the two shippers opened the package and removed the phone.
Unfortunately not everyone works for the post office, or various warehouses or couriers is honest. The likelihood of getting caught if you're a repeat offender is pretty high. That's how they caught my cousin. He was stealing packages, and checks and money out of the mail.
I do not recommend ever mailing your phone. Once it's factory reset, anyone can use it.
If you are doing an early upgrade or taking part in a trade-in promotion make your purchase at an AT&T store so that you can trade in, or do your early upgrade return, at the same store.
Next Up early upgrades: In order to do this you have to have your phone factory reset and ready to hand in at the time of your purchase. iPhones running current software have a theft protection option which must be removed in a familiar area so you have to remove that protection and find my iPhone and have your phone factory reset before you leave home. Apple has a temporary iCloud backup service which allows you to backup absolutely everything when you are purchasing a new phone.
Trade in deals: You have 30 days to go back to the store where you made your purchase and trade in your old phone for a promotion. (But don't wait!) Bring your paperwork from your purchase so that you can confirm that it has not been more than 30 days. 30 days includes the date of purchase. Make sure you get a paper receipt and do not lose it.
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ATTHelp
Community Support
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232.9K Messages
1 month ago
Hello @jackal28,
We do see that you have an issue regarding trade in and would like to investigate it further.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page (http://sm.att.com/f61c4297), and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you,
Jessica , AT&T community specialist.
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jackal28
5 Messages
30 days ago
"formerlyknownas" reply
I know EXACTLY how it works and did all of my part and documented it right next to my receipt of both return phones, including weight, to UPS.
Im not sure why you said I did not. This is a "known" problem with ATT, not something new, and this is not my first upgrade, with both lines. Especially haveing been with ATT for 10 years. The tracking on the referenced return phone still has no scans following the day I dropped it off, as well as, no delivery confirmation.
As an FCC company ATT should know better than to charge an erronius charge to a customer without ALL of the correct evidence attainable from their side alone. At the very least, it should not require the o verwellming amount of evidence that I have provided.
Unless constructive, as in,
helping to provide a solution to the problem, please keep discourteous and unfounded comments to ones self.
I have contacted the ATT fraud department on behalf of the ATT customer service department who inturn suggested I contact the customer service department.
I have filed with BBB, FCC as I am disabled and this issue is causing a problem with availability, as well as yelp, consumer complaints, and soon an entire outline from an offshoot of my Companies domain.
Any other constructive suggestions are welcommed. Lets not (Edited per community guidelines) the ATT forum. We are all under enough stress
(edited)
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jackal28
5 Messages
30 days ago
Jessica, that you for reaching out, at the very least you have done more than every other person I have spoken with weither it be individual departments or within the ATT s
Store itself.
Every time I have contacted ATT, it has begun with 1 hour worth of "fault finding" focused at me. After failing to find ANY fault of mine, what so ever, I comment on all of the "founded" faults within the logistics of UPS to ATT. It is not my responsibility to ensure that ATT, UPS, or any other in between logistics company do their job correctly. That responsibility in action as well as finance, soley rests upon ATT.
I will try another "contact us" as you suggest, simply because you took the initiative to reach out.
The only problem is that, no matter who I speak to ot either ends with a "I dont have the authority to credit your account", "please let me tranfer you", or a "hang up". I have already been through all of the departments easily available in my phones directory. It is a tireing circle. Being a buisness owner and a loyal ATT customer for over 10 years not counting all the previous accounts, it is my belief, and would be my responsibilty as CEO to contact this individual directly as all fault has been beyond proven on ATT.
It is not mine, yet ATT who should be the one to credit, apologize, and contact me. I am registered on this website with all of my contact information provided.
Thank you again Jessica for reaching out, but I fear that this website may soon attempt to block my account. Simply for telling the truth. Remeber this country was founded on the idea that a person is "innocent until proven guilty beyond any doubt." UPS was ATTs first doubt.
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