2 Messages
Charged for "Damaged Device" Returned with AT&T Next - No Customer Recourse
I sent my phone back to AT&T as part of their Next Up program & was unpleasantly surprised when I received my next bill with a line item for "Damaged Device" & a charge for $500+. Note the phone was returned on-time, in perfect working order, & as per the instructions & return kit provided to me by AT&T.
After speaking with several customer service agents, I was informed that I could not be provided with a description of the "damage", the "damaged" phone could not be returned to me (even after paying the charge), & essentially that there is no customer recourse to dispute their claim & the charge would stand.
The fact that there is no way to dispute AT&T's claim of a returned damaged phone along with not providing any detail or proof of damage is totally unacceptable. The fact that they will not send the phone back to me after A. not accepting the return as part of the Next Up program & B. charging me the remaining balance of the original cost of the phone is ROBBERY.
I'm unsure how AT&T thinks this is okay & what, if any, next steps to rectify might be, but all AT&T Next customers should be aware of this totally unacceptable business practice.
Accepted Solution
jhatl618
2 Messages
8 months ago
@LCotz88 file a complaint with BBB. AT&T corporate called me pretty quickly & helped.
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ATTHelp
Community Support
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232.9K Messages
8 months ago
Hello @jhatl618, thank you for contacting AT&T Community Forums. We at AT&T want the best for our customers.
We're here for you, we completely understand your situation and would like to turn the experience around with AT&T.
Please meet us in a DM and let's get this sorted for you. We have already initiated a DM for you.
We look forward to speaking with you!
-Sia, AT&T Community Specialist.
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LCotz88
4 Messages
8 months ago
I was also charge with “damage device” although when I sent my phone out it was in perfect condition always had it in a case and had screen protector. I followed packaging and shipping instructions as well
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DavidTaylor77
1 Message
8 months ago
Has your issue been resolved? I just received my bill with a $510 “damaged phone” charge and I sent back my iPhone 14 Pro Max in pristine condition and I am livid? Who should I contact to resolve this issue? Please help.
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formerlyknownas
ACE - Sage
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118.4K Messages
8 months ago
@DavidTaylor77
Read the thread!
🤦🏼♀️
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ATTHelp
Community Support
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232.9K Messages
8 months ago
We're here for you, and would like to turn the experience around with AT&T for you @DavidTaylor77.
We are going to initiate a DM. Please look out for a DM notification from us. (for your reference it is the bell icon on the top right-hand corner of the forums)
Looking forward to speaking with you!
Thank you for contacting AT&T Community & Forums,
Susan, AT&T Community Specialist
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LCotz88
4 Messages
8 months ago
@DavidTaylor77 yeah it’s a problem now I think AT&T needs to look more in this Because it’s not fair that we have to pay for a phone we sent in good condition.
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Arimarisoliz
2 Messages
4 months ago
I too just found out I was charged $191.73 for a “damaged device” when I sent my phone in for Next Up. This was after the AT&T employee convinced me that it was a good idea since I was just a couple of installements away from paying off my previous phone. There was not a single day I had that phone that it was not in a protective case with screen protector. Pretty frustrating:(
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Arimarisoliz
2 Messages
4 months ago
How can I get this resolved?
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dwill05
ACE - Master
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11K Messages
4 months ago
As has been said earlier in the thread, file a BBB complaint to get it escalated to upper management for resolution.
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