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ATT Claiming No Receipt of My NEXT Returns! Help!

G

gimletmaker

macrumors newbie
Original poster
Jun 19, 2010
17
2
So on 9/29 I shipped my 3 NEXT iPhone 6 devices back to ATT as "NEXT returns" using the 3 separate prepaid labels that were generated by Apple when I purchased my 3 new iPhone 6s devices.

On 10/8 I received text messages from ATT on all 3 new devices saying: "Thank you for returning your BBA APL IPHONE6 64GB SLV for xxxxxxxxxx." So clearly they received my phone.

Strange thing is that this morning I got a text message from ATT on two of the 3 new iPhone 6s devices saying that "We didn't receive your previous device by 10/21/15. You will see a charge of $299.6 for your BBA APL IPHONE6 64GB SLV on your next wireless bill." WTF?

So I checked the USPS tracking with the numbers I recorded before shipping on 9/29, and ALL 3 still say "In Transit"!! Unbelievable!

Next I called ATT and they say they only show receipt of 1 of the phones and not the other two! ATT says that there is a pending charge that will be added on 10/26 for the 2 devices but that they will "try to research this and get it removed by then." But if they aren't successful? What then?? They just charge me?

So to summarize:
  • We received texts for all 3 on 10/8 saying ATT received them in good working order.
  • All 3 phones USPS Tracking say "In Transit" on USPS Tracking page.
  • Today we received texts for 2 saying that they were not received yet.
  • My ATT account page says there are no more payments due for any of the 3 phones.
  • ATT says they only show receipt of 1 device
Has anyone else experienced anything like this with their ATT NEXT returns?

I had a bad feeling about shipping them back to ATT since they provide no tracking ability on their website anywhere to determine the status of a NEXT return. You have to just wait for a text from them! It's like sending the device to a black hole and hoping for the best. And of course USPS is worthless in this whole saga. They don't even show that the packages were received (not even the one that ATT even confirms they received).

Any advice on how to proceed would be appreciated.
 
Same thing here for our 4 iPhones. We dropped them all off with USPS using the supplied labels -- now we're getting a bunch of text messages about how they weren't delivered and we are going to be charged. When tracking our phones it seems they have not moved from the USPS hub since October 8th.... Newgistics says they were delivered though.
 
Newtons Apple said:
What does your tracking say. It is key to your case!
Click to expand...
It looks like the OP was't given a tracking number from AT&T. Therefore this is going to be difficult for the OP to prove that AT&T actually did receive them. This is why I always get a tracking number before I ship anything that is of importance such as the one mentioned here.
 
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Eileen89 said:
It looks like the OP was't given a tracking number from AT&T. Therefore this is going to be difficult for the OP to prove that AT&T actually did receive them. This is why I always get a tracking number before I ship anything that is of importance such as the one mentioned here.
Click to expand...

Me too, I would NEVER ship withouta tracking number. Something tells me that ATT is over loaded and they have not all been checked in yet their billing computers is alive and well.
 
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Newtons Apple said:
Me too, I would NEVER ship withouta tracking number. Something tells me that ATT is over loaded and they have not all been checked in yet their billing computers is alive and well.
Click to expand...
This is true and I'm sure something like this has happened before.
 
This is one of the reasons I'm always so hesitant to buy through AT&T. I keep reading these terrible stories.

I'm so sorry OP. Such a hassle for you.
 
gimletmaker said:
So on 9/29 I shipped my 3 NEXT iPhone 6 devices back to ATT as "NEXT returns" using the 3 separate prepaid labels that were generated by Apple when I purchased my 3 new iPhone 6s devices.

On 10/8 I received text messages from ATT on all 3 new devices saying: "Thank you for returning your BBA APL IPHONE6 64GB SLV for xxxxxxxxxx." So clearly they received my phone.

Strange thing is that this morning I got a text message from ATT on two of the 3 new iPhone 6s devices saying that "We didn't receive your previous device by 10/21/15. You will see a charge of $299.6 for your BBA APL IPHONE6 64GB SLV on your next wireless bill." WTF?

So I checked the USPS tracking with the numbers I recorded before shipping on 9/29, and ALL 3 still say "In Transit"!! Unbelievable!

Next I called ATT and they say they only show receipt of 1 of the phones and not the other two! ATT says that there is a pending charge that will be added on 10/26 for the 2 devices but that they will "try to research this and get it removed by then." But if they aren't successful? What then?? They just charge me?

So to summarize:
  • We received texts for all 3 on 10/8 saying ATT received them in good working order.
  • All 3 phones USPS Tracking say "In Transit" on USPS Tracking page.
  • Today we received texts for 2 saying that they were not received yet.
  • My ATT account page says there are no more payments due for any of the 3 phones.
  • ATT says they only show receipt of 1 device
Has anyone else experienced anything like this with their ATT NEXT returns?

I had a bad feeling about shipping them back to ATT since they provide no tracking ability on their website anywhere to determine the status of a NEXT return. You have to just wait for a text from them! It's like sending the device to a black hole and hoping for the best. And of course USPS is worthless in this whole saga. They don't even show that the packages were received (not even the one that ATT even confirms they received).

Any advice on how to proceed would be appreciated.
Click to expand...
Why oh why did you send them in together. Each would have a separate shipping label, doesn't cost you any thing to ship three packages. That way when they bar code them in, each is received into their system.

They obviously received and looked at all three, as per message you received, but another part of their system shows only one. Probably the one with bar code on shipping label. Always think, how can AT&T screw this up and take precautions. At least you have shipping record, trouble is it's one package.
 
Munitalp said:
Same thing here for our 4 iPhones. We dropped them all off with USPS using the supplied labels -- now we're getting a bunch of text messages about how they weren't delivered and we are going to be charged. When tracking our phones it seems they have not moved from the USPS hub since October 8th.... Newgistics says they were delivered though.
Click to expand...
Unbelievable, why I tried returning 1st phone at corporate store, but wouldn't take it. First one seems to have been received properly. Waiting on second phone sent two days ago. Now you all have me worried. Whole reason I chose Next was all the hassles selling myself. how do you spell " cluster f***"

The larger the organization the worse it seems to get.
 
I'm concerned about this too now! I returned my old phone almost 3 weeks ago and got a text last week reminding me to return or I'll be charged and I haven't received any confirmation of receipt texts. I looked at my account online and on my last bill it says that the old installment agreement is cancelled with $0.00 due but I'm worried if I don't get a confirmation text that they'll charge me on my next bill (billing cycle ends in 6 days).

I also stupidly don't know if I have the receipt from when I dropped it at the PO because I thought it was pretty straight-forward and never considered there might be a problem! Dummy!
 
gimletmaker said:
So on 9/29 I shipped my 3 NEXT iPhone 6 devices back to ATT as "NEXT returns" using the 3 separate prepaid labels that were generated by Apple when I purchased my 3 new iPhone 6s devices.

On 10/8 I received text messages from ATT on all 3 new devices saying: "Thank you for returning your BBA APL IPHONE6 64GB SLV for xxxxxxxxxx." So clearly they received my phone.

Strange thing is that this morning I got a text message from ATT on two of the 3 new iPhone 6s devices saying that "We didn't receive your previous device by 10/21/15. You will see a charge of $299.6 for your BBA APL IPHONE6 64GB SLV on your next wireless bill." WTF?

So I checked the USPS tracking with the numbers I recorded before shipping on 9/29, and ALL 3 still say "In Transit"!! Unbelievable!

Next I called ATT and they say they only show receipt of 1 of the phones and not the other two! ATT says that there is a pending charge that will be added on 10/26 for the 2 devices but that they will "try to research this and get it removed by then." But if they aren't successful? What then?? They just charge me?

So to summarize:
  • We received texts for all 3 on 10/8 saying ATT received them in good working order.
  • All 3 phones USPS Tracking say "In Transit" on USPS Tracking page.
  • Today we received texts for 2 saying that they were not received yet.
  • My ATT account page says there are no more payments due for any of the 3 phones.
  • ATT says they only show receipt of 1 device
Has anyone else experienced anything like this with their ATT NEXT returns?

I had a bad feeling about shipping them back to ATT since they provide no tracking ability on their website anywhere to determine the status of a NEXT return. You have to just wait for a text from them! It's like sending the device to a black hole and hoping for the best. And of course USPS is worthless in this whole saga. They don't even show that the packages were received (not even the one that ATT even confirms they received).

Any advice on how to proceed would be appreciated.
Click to expand...
Same here and they told me to wait for my next billing date. They said two shipping entries were on my account for the old device. One entry shows the phone made it and a second entry generated seconds later shows no phone received. Nothing is on my bill yet and I have the text showing my phone was received. Keep your return label copies (hope you did) and it will give you the tracking and RMA info you need.
 
Qbnkelt said:
This is one of the reasons I'm always so hesitant to buy through AT&T. I keep reading these terrible stories.

I'm so sorry OP. Such a hassle for you.
Click to expand...
This is why I canceled my Next order with AT&T and went with the Sim Free 6S Plus instead. No need to deal with anyone but Apple. :)
 
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HEK said:
Why oh why did you send them in together. Each would have a separate shipping label, doesn't cost you any thing to ship three packages. That way when they bar code them in, each is received into their system.

They obviously received and looked at all three, as per message you received, but another part of their system shows only one. Probably the one with bar code on shipping label. Always think, how can AT&T screw this up and take precautions. At least you have shipping record, trouble is it's one package.
Click to expand...

If you read the first sentence, he says "using the 3 separate prepaid labels"...

C
 
Exact same problem here with my and my wife's phones. Printed labels, dropped at USPS, got tracking #s, still shows "in transit", AT&T sent confirmation of receipt texts two weeks ago, now they have sent "we will charge you" texts yesterday and today.

My wife called them yesterday and they had to override the charge. They said they cleared both her phone and mine. But now this morning I get the "we will charge you" text.

Generally we've been happy with AT&T but this is bull.
 
I sent a phone back using the include prepaid label. AT&T says they never got it and USPS shows no tracking on it.
 
Seems we dealing with two disfunctional companies USPS and AT&T. One can't track other can't receive. But the billing seems to work OK. Ready to charge you at least instance of their incompetence.
 
HEK said:
Seems we dealing with two disfunctional companies USPS and AT&T. One can't track other can't receive. But the billing seems to work OK. Ready to charge you at least instance of their incompetence.
Click to expand...

LOL. Well, at least they've got the important (to them) part down pat...

C
 
Just got off the phone with AT&T , they said this is a known issue in their system. And everything should be fine. They verified they got the phone back.
 
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