7 Messages
Awaiting Tax refund on returned phones
First of all I was sold on a lie on upgrading my phones. I was assured there was not contract on the phones and my bill wouldn’t change and the phones were absolute free. When I saw the contact my bill would have gone up and there was a 36 month on the phone. When I returned the phones unopened as I was told. Since then I’ve been on the phone for many hours and multiple calls trying to get the phones checked in and my taxes returned to my credit card. I’ve been trying to get this resolved for a month and a half. Each time being told the refund will take 3-5 days. I’m a long time att home and wireless customer. This whole ordeal has been frustrating. When this is resolved I may switch providers.
Accepted Solution
OttoPylot
ACE - Expert
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24.9K Messages
2 months ago
Nothing is free. When you purchase a phone, if you don't pay for it outright, it's on a 36-month installment plan which will offer you a credit each billing period for the phone. Did you read the TOS and how billing works? Was this in a Retail Store, Corporate Store, or online at AT&T? Did you return the phones within the 14-day return window?
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dwill05
ACE - Master
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11K Messages
2 months ago
Did you return the phones within the 14 day return period? Where did you do the return and did you get a receipt or tracking number to show you returned the phones? If so, your best bet may be to file a BBB, which should result in someone from upper management contacting you in a day or two.
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Crawal
7 Messages
2 months ago
I returned them unopened as I was instructed and was given a tracking number. I will file a complaint with the BBB. Thanks
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Lockdowncraziness
Former Employee
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2.8K Messages
2 months ago
Did you return them within 14 days of purchase?
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Crawal
7 Messages
2 months ago
Yes I did ….2 days after receiving never opened box.
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ATTHelp
Community Support
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232.9K Messages
2 months ago
Hi @Crawal, we understand your situation and let's get the help you need.
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 : https://www.att.com/support/contact-us/ 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 for contacting AT&T Community & Forums,
Susan, AT&T Community Specialist
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Crawal
7 Messages
2 months ago
I’ve been on calls and chats for at least a total of about 10 hours! Every time I contact someone I get a different story and explanation. This morning I was told it takes a month to process. Last night I was told 3-5 days…again.
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Juniper
ACE - Expert
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32.5K Messages
2 months ago
Phones are on a 36 month installment plan. The "free" is getting a credit each month to cover the installment. The credit may take 2-3 bills to start, with the first one being larger to cover the installments to that point.
Not technically a contract, but has a similar purpose of encouraging you to remain an AT&T customer (they sell service, phones are just means to that end). If you were to leave before the installment plan ends, then the remaining balance charges and any remaining credits are forfeited.
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Crawal
7 Messages
2 months ago
Salesperson told me that if I ever cancelled the service I could just return the phone. Another lie !
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Juniper
ACE - Expert
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32.5K Messages
2 months ago
You aren't renting the phone so you don't return it upon canceling service. It is only returned if you change your mind during that 14 day buyer's remorse period.
After that 14 days, it is your phone. So if you cancel before installment and credits have completed you give up on it being free and just buy it outright.
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