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AT&T Uverse / equipment return

United States Review updated:
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On February 25, 2011, I cancelled service with ATT Uverse as we were moving to a new location without ATT Uverse service. On February 28, 2011, I returned ATT's equipment through UPS. UPS shows that ATT received the equipment on March 3, 2011 with a tracking number. Probably mid-way through March, I received a letter from ATT Uverse stating that I had not returned my equipment. I called ATT Uverse and spoke to customer service and gave them my information. They looked up my account and said they indeed had received my equipment and would resolve the issue. Around two weeks later, I received another letter saying they were going to charge my account $425 for equipment I had not returned. Yet again, I called them and they said they would resolve the issue and would not charge me this amount. On May 4, 2011, I received a charge on my credit card for $425.02. Once again, I called ATT Uverse only to be given the run around and told that they could only open a case and forward it to the department that handles equipment returns. After speaking to supervisors and managers, nothing has been resolved and I'm left with a $425.02 charge for equipment that I RETURNED. It has been two months of trying to resolve this issue and I can't seem to get a hold of anyone who can fix the problem. There's no way to communicate to the equipment return department and customer service has proven to be inept at accomplishing anything.


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  4th of May, 2011
Agree Disagree 0 Votes
Right now I am in a contract with Direct Tv.I am considering U-verse...this makes me hesitate.I did have Dish net-work for 2yrs.when I discontinoed my contact they sent me a box specifying what they needed back.The receiver and a part off the dish.no problem account closed.They wanted to know why I was leaving.I said you didnt give me the free DVR and you charged me for my local stations.Plus your maitenance fee is ridiculous.Ya! when you discontinue service with either of these companies your going to get stuck with a charge for something.They can afford to loose your service...customer satisfaction is not a goal with them...DID you like their programing and was it reasonable with the DVR an service contract?
  4th of May, 2011
Agree Disagree 0 Votes
I liked their programming but they are really expensive compared to the other cable company in our area. I've read nothing but complaints about them though... overcharging, billing people even when they've stopped service, and even charging people hundreds for equipment they've supposedly never returned. I will NEVER get ATT U-Verse again. I can't get through to anyone in customer service and I've heard of them sending people to collections if they don't pay the amount. I've already sent a complaint into the BBB and FTC.
  14th of Nov, 2016
Agree Disagree 0 Votes
I also returned their Uverse modem through a UPS outlet and I made the mistake of not requesting a tracking number. Long story short, ATT claimed they never received it and charged me $100 for something that I returned, it's no longer in my possession. I had to pay and I will never forget what scam artists they are. DISHONEST all the way around, beware of At&t
  23rd of Jan, 2017
Agree Disagree 0 Votes
I have also been charged for equipment that I returned. I returned my UVERSE Modem through USPS, and have tracking information with proof of delivery. I have called three times, and suffered through one chat session, and am still waiting on a refund, amid threats of collection on the account. the first time I called, I was told that the tracking information was verified and the charge would be reversed. The second time I called, I was told only a portion of the charge could be refunded and the rep was unable to explain other than I still had to pay the taxes, which did not equal the difference. I asked to speak with a supervisor and was told I did not need to speak to anyone else. When I insisted I wanted to talk to her supervisor, she hung up on me. For about 10 minutes, the account showed online that there was no payment due, and then the balance appeared again. The third time I called, the rep acknowledged that the second rep cancelled the case, so she reopened it. The chat session, all they did is apologize, and promise to look into it and let me know. I will see if I get a credit, but it seems unlikely. I'm preparing to file a claim with their dispute resolution service. I have tracking number (the tracking label ATT provided), and still can't get a credit for the returned equipment.

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