AT&T Uverse Equipment Return

[bowmaav]

Has anyone else experienced this?

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 of: 1z9v42670304323101. 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.

[jfw ACE - Professor]

Contact David here http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david. Follow instructions under Billing or other AT&T problems.

[Qwert_12345]

Contact your credit card  company and file a dispute for the ATT charge. See below  for reprinted article.

By Kathy Chu, USA TODAY

Consumers are paying close attention to all aspects of their finances these days. Plunging investments. Falling home values. And, erroneous credit card charges. When the latter are discovered, many consumers file disputes with their card issuers.

No industry statistics are available about how often such disputes are won by consumers. But to maximize their chances, consumers should know how to navigate the maze of rules governing credit card disputes.

Under federal law, "You're entitled to an investigation (of the dispute) but not entitled to a particular result," says Chi Chi Wu, staff attorney at the National Consumer Law Center.

Mike Gaynor of Chicago says he's become an unwilling expert after spending almost 10 months and more than 100 hours fighting credit card charges.

In May, Gaynor, 44, and his wife, Kerry, 39, filed a dispute with Citibank for $130,000 — an amount that has since been revised to $46,000 — after he failed to get rugs, couches and design services purchased from an interior designer. Some of the furnishings were delivered after he filed the dispute, but Gaynor said he took Citibank's advice and refused them because their delivery was extremely late. He had already bought other furnishings.

The dispute dragged on for months before MasterCard stepped in. MasterCard decided in favor of the merchant, his bank told him in a letter, because he refused delivery of the order.

Gaynor says Citibank is working with him to locate some furnishings and is considering giving him a credit for others. But that, while helpful, won't dispel his anger.

MasterCard declined comment on the consumer's case. Generally, the card association steps in only when banks can't resolve the matter and never has "preferences in the outcome," says Chris Monteiro, a MasterCard spokesman.

Citibank spokesman Samuel Wang said the bank is "working with these customers … toward a complete resolution."

Whether the issuer decides in favor of the bank or the consumer depends on whether it's a valid claim and what type of documentation each side has, says Nessa Feddis, a vice president at the American Bankers Association, a trade group.

While it's not always possible to avoid credit card disputes, here are some tips for dealing with them:

•Get promises in writing. Save receipts. For big-ticket items, also ask for written confirmation of when the item will be delivered and what services are provided as part of the purchase.

•Know the rules. The Fair Credit Billing Act gives consumers the right to dispute a credit card purchase or withhold payment for a card purchase — but only under certain conditions.

Disputes must generally be filed in writing within 60 days after the bill is sent. In certain disputes, the goods or services must cost more than $50, and the transaction must have occurred in the purchaser's home state or within 100 miles of his or her mailing address. Although state laws vary, items bought online or by phone are generally considered purchases made where you are, Feddis says.

While disputing a charge, the card holder will not have to pay the contested amount and won't incur interest on it. If the dispute is lost, the card company is allowed to charge interest back to the date you filed the dispute, after a standard grace period.

•File the dispute carefully. Banks classify card holders' disputes into nearly two dozen categories, such as "merchandise not received" or "canceled recurring transaction." But generally, if filed as an "unauthorized transaction" — as long as it is unauthorized — you'll have more protection.

By law, liability for unauthorized credit card use is limited to $50, but most banks don't hold the card holder responsible for even that amount. Unlike billing-error disputes, which generally must be filed in writing, unauthorized transactions can be reported over the phone. And, there's no requirement to do so within 60 days.

In Emily Sachs Wong's case, reporting a charge as unauthorized may have made a difference in getting her money back.

Wong, a real estate agent in Chicago, says she filed a dispute when she couldn't get an explanation from her interior designer about credit card charges. The bank refunded her money.

But Gaynor, who worked with the same interior designer, disputed his charges as a billing error, rather than an unauthorized transaction. He didn't get his money back.

After losing the dispute, Gaynor agreed to accept $35,000 in furnishings he had originally rejected because they were delivered late. He did so, he says, even though the furnishings have "little value" now that he and his wife have replaced them. He's still out about $46,000.

Sarah Boardman, the interior designer, says the Gaynors had already received some furniture before they filed the dispute. They kept that. The rest of it, she says, had been shipped.

In Wong's case, Boardman says, the dispute cost her $12,000. Boardman believes the disputed charge was for two chandeliers. One, she says, had already been sent to Wong, and the other was waiting to be shipped.

The disputes have taken a toll on her finances, Boardman adds, because credit card companies pulled the disputed amounts out of her account while they were investigating. This left her unable to fulfill other orders and brought her close to financial ruin, she notes.

Disputes "should be resolved in 30 days, not this dragged-out process," Boardman says.

•Be prepared to arbitrate. Most disputes are settled between the merchant and the consumer. But your credit card issuer could also try to resolve it with the merchant's bank. If that doesn't work, the final step often is arbitration, where the issue is decided by Visa or MasterCard.

It's rare for cases to go to arbitration: At Visa, only one-tenth of 1% of disputes are decided in arbitration, spokeswoman Randa Ghnaim says.

Credit card disputes can last up to 270 days, including the arbitration process, although 99% of card disputes are settled much sooner, says Monteiro of MasterCard.

•File a complaint elsewhere. If you feel that your dispute hasn't been fairly decided, file a complaint with your state attorney general, the Better Business Bureau or a consumer advocacy group. Filing a lawsuit is also an option.

Josh Merriman, 59, got his money back days after complaining to his state attorney general about a $298 charge to his credit card.

Merriman of Shrewsbury, Mass., had signed up for a prepaid hotel deal. But when he checked with the hotel, he learned the stay would cost more than double what he was quoted.

When he couldn't resolve the issue with the merchant, he filed a dispute with American Express. He was denied a refund. That's when he called the attorney general's office. The regulator called the merchant, who promptly refunded Merriman's money.

American Express spokeswoman Marina Hoffmann declined to comment on the consumer's situation but says that the bank is "committed to resolving all inquiries in a prompt manner" for everyone.

Merriman is glad he sought help elsewhere. "It's amazing," he says, "what a call from the attorney general's office can do."

[skeeterintexas]

Actually, you're LUCKY that they charged your credit card for the very reason the Qwert stated.  File a dispute with your CC company.  You have all necessary information, dates and pertinent numbers.

You have 60 days to file a formal complaint.  Check the back of your CC bill and there should be info.  You have to do this in writing but they won't charge you interest on the disputed amount and they will oversee getting the amount credited back to your account.

I paid for 2 tickets on Mexican Airlines before they filed bankruptcy and cancelled all operations.  I bought the tickets in Feb. for a trip in Oct. and they ceased operations in Aug.  I bought tickets from another airline and waited until the date of service came and went.  I could then file an "cancelled service" complaint.

It took awhile but eventually my credit card company credited my acount for the full amount (over $700). 

[TWILIGHT ZONE]

I thought we were the only one's out there in the Twilight Zone with the inept "lucky employed" one's there at AT&T.  Now, we am going through the same thing.  This has been paid for over a year and a half.  Now their goons from Franklin Collection Service, Inc. are threatening us for almost $900.00.  I just called the UPS store to see what it takes to get the tracking information to get this settled once and for all and guess what....  for $35.00 they can give us our tracing number again, seriously, more money!!  We did have a big balance left after cancelling their service (two hundred dollar rebate we kept waiting on which our installer promised never came since two of our neighbors signed up with us). But, we choked down the bill and jumped through all the hoops, got in the car and drive into town lugging their equipment to the UPS store. I don't know where else to turn or what else to do with this company? 

[americangame ACE - Guru]

---

TWILIGHT ZONE wrote:

I thought we were the only one's out there in the Twilight Zone with the inept "lucky employed" one's there at AT&T.  Now, we am going through the same thing.  This has been paid for over a year and a half.  Now their goons from Franklin Collection Service, Inc. are threatening us for almost $900.00.  I just called the UPS store to see what it takes to get the tracking information to get this settled once and for all and guess what....  for $35.00 they can give us our tracing number again, seriously, more money!!  We did have a big balance left after cancelling their service (two hundred dollar rebate we kept waiting on which our installer promised never came since two of our neighbors signed up with us). But, we choked down the bill and jumped through all the hoops, got in the car and drive into town lugging their equipment to the UPS store. I don't know where else to turn or what else to do with this company? 

---

Next time they call ask for a proof of the debt. They are responsible for proving that you actually owe anything.

[RCSMG ACE - Expert]

---

TWILIGHT ZONE wrote:

I thought we were the only one's out there in the Twilight Zone with the inept "lucky employed" one's there at AT&T.  Now, we am going through the same thing.  This has been paid for over a year and a half.  Now their goons from Franklin Collection Service, Inc. are threatening us for almost $900.00.  I just called the UPS store to see what it takes to get the tracking information to get this settled once and for all and guess what....  for $35.00 they can give us our tracing number again, seriously, more money!!  We did have a big balance left after cancelling their service (two hundred dollar rebate we kept waiting on which our installer promised never came since two of our neighbors signed up with us). But, we choked down the bill and jumped through all the hoops, got in the car and drive into town lugging their equipment to the UPS store. I don't know where else to turn or what else to do with this company? 

---

Twilight, you can send Alex a PM and maybe he can direct you the proper people to get this issue resolved.  Here is the link to his info.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[jesaus]

I would hope by the age of this original post that the issue has somehow been resolved, but due to the fact that the same thing happened to me around the same time and is still not completely resolved makes me think twice. I returned the equipment and received a bill for only one of the boxes, but all three were returned in the same box and location. I received the bill and began the long "on hold" scenario with the 1-800 number customer support. I gave them all the info, including the model and serial numbers of all three pieces that were on the UPS store receipt. I gave them the tracking number that stated it was returned the following Monday after shipping Saturday. I was assured it would be taken care of. Next month, another bill, another phone call. Same thing. This time, it got a "case number". Long story short, 16 phone calls, 32 hours on the phone, 3 supervisors, 4 fax submissions, 6 email attachements and three calls from a collections agency later, I finally did the ONLY thing that got AT&T's attention. Trying to reason, yelling, and almost crying in frustration only got me hundreds of "We're so sorry, Ma'am. We will take care of this right away. What was the tracking number again?". The ONLY thing that actually got me a call back from someone in the "expedited" department was filing a complaint on the Better Business Bureau's website. Within 48 hours of registering the complaint, I got my first call back. I stated that I needed documentation that stated this had been cleared and something that I could send to the collection's agency to clear things, as my credit was something that was not a priority to them. They told me over the phone that they would send the letter and someone would call me back with confirmation from the collections agency. I didn't hear back from them. A few days later there was an entry on the BBB complaint from ATT that "Client's balance adjusted to zero, documentation sent. Customer satisfied." When I contested the entry, as I had received nothing, I got another phone call that evening, apologizing and stating a letter had been sent out. A few days later, I received a letter postmarked with the latter date.

I am hoping that this is cleared now. I really wish I had entered the BBB complaint after 90 days of mishandling by AT&T, and not believed the parade of false promises that they would correct their own mistake.

I have to admit that all the people I spoke to on the phone for the too many hours spent dealing with this were all very nice and courteous, and I place no blame on them for the inability of the corporation to resolve this issue. AT&T makes it extremely difficult to contact anyone in the company who has the ability to rectify any on-going issues. I understand the need for problem escalation, but the way this was handled was inexcusable.

[texasguy37 ACE - Expert]

So, is everything resolved now?

[blucious]

absolutely...just happened to me feb 2012 - this is the conversation i;ve had with them: System: Welcome Mrs. bridgette {Personal content removed for your safety}
System: Connecting to server. Please wait...
System: Connection with server established.
System: Technical Support Topic: U-verse Billing
System: sn0100(SIDDHESH) has joined this session!
System: Connected with sn0100(SIDDHESH)
sn0100(SIDDHESH): Thank you for contacting AT&T U-verse Member Support. My name is Siddhesh ( sn0100 ). Please allow me a moment to review your account details with the information you have provided. Meanwhile, may I know the name on the account?
You: Bridgette {Personal content removed for your safety}
sn0100(SIDDHESH): Thank you.
sn0100(SIDDHESH): As I understand, you would like to return the equipment, is that correct?
sn0100(SIDDHESH): Oh .. I am so sorry ..
sn0100(SIDDHESH): You have returned the equipment .. is that what you want to say?
You: I have returned the equipment but ATT is stating I did not. I have a tracking number which I have tracked and it confirms delivery for the tracking number
You: it was 4 pieces of equipment that I have returned all on the same day 2/11/2012 tracking number {Personal content removed for your safety}
You: shows delivered on the 15th of February
sn0100(SIDDHESH): Okay ..
sn0100(SIDDHESH): I will make a note of it ..
sn0100(SIDDHESH): I would also request you to kindly contact sales team in this regards ..
sn0100(SIDDHESH): You can dial 1800-288-2020 to talk to sales team.
You: my concern is they are stating they will bill my credit card for something that i have proof was returned..the problem is during your business hours i am at work..how can i contact them otherwise
You: this is why i am using this online chat because i tried calling spoke to a tech agent and they would not assist me
sn0100(SIDDHESH): I understand your concern .. I will make a note of that .. but actually we are from tech support team .. these things are handled by sales team ..
sn0100(SIDDHESH): But not to worry as you have details with you there would not be charge.
sn0100(SIDDHESH): I really appreciate if you could please talk to sales team once.
You: see..again i had no knowledge what dept i was reaching...on the website i found it just states chat with att doesn't say you are tech support
You: sorry to have wasted your time...

[jfw ACE - Professor]

---

davidsanchezart wrote:

I'm a returning customer (left because I lost my job and couldn't affor it). I payed my dues including the equipment fee because I was told that in the future it would be easier to reinstall my service if I just hung on to the equipment. Turns out: I tried to reconnect and they are trying to make me buy the equipment again. I already have the equipment, why would I want it again? I'm taking this one to the BBB there has to be something about forcing people to buy something they don't need (it's a very "used car salesman tactic). If I'm going to have to buy the equipment again then I'm better-off looking for other service options.

---

What kind of equipment are you referring to?

[texasguy37 ACE - Expert]

---

davidsanchezart wrote:

I'm a returning customer (left because I lost my job and couldn't affor it). I payed my dues including the equipment fee because I was told that in the future it would be easier to reinstall my service if I just hung on to the equipment. Turns out: I tried to reconnect and they are trying to make me buy the equipment again. I already have the equipment, why would I want it again? I'm taking this one to the BBB there has to be something about forcing people to buy something they don't need (it's a very "used car salesman tactic). If I'm going to have to buy the equipment again then I'm better-off looking for other service options.

---

Yes, what equipment are you referring to?  The only equipment that U-verse sales to customers is the gateway for U-verse internet only customers.  All other U-verse equipment is not sold to the customer and remains the property of AT&T.

[Computer-Joe ACE - Master]

---

davidsanchezart wrote:

I'm a returning customer (left because I lost my job and couldn't affor it). I payed my dues including the equipment fee because I was told that in the future it would be easier to reinstall my service if I just hung on to the equipment. Turns out: I tried to reconnect and they are trying to make me buy the equipment again. I already have the equipment, why would I want it again? I'm taking this one to the BBB there has to be something about forcing people to buy something they don't need (it's a very "used car salesman tactic). If I'm going to have to buy the equipment again then I'm better-off looking for other service options.

---

I think the difference would be if your accont was cancelled/closed or just temporarily suspended. If suspended, you would probably keep the equipment for when your account was reactivated. With cancelled/closed accounts, the equipment definately should have been returned.

You should send a message to Alex. Supply your account number, phone number, and a good time to call, and he will have someone contact you within a few days who might be able to help you with this. You will find his reply by clicking on the little blue envelope, upper right corner of page.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[mgrody]

I'm in the thick of the equipment return nightmare now.  My story is that I cancelled Uverse internet, telephone, and TV on may 1, 2012. ( I cancelled because of recurring reliability issues that couldn't seem to be fixed.)  Got the return info from Customer Service and hauled everything to UPS the same day.  The first problem was that UPS said my routers (I had two because that was the way I was setup) weren't listed under my order number.  As I understood them, they said anything with an AT&T barcode needed to be listed specifically on my peperwork and the routers were not. They did box up and ship everything else and suggested I contact AT&T to get a return lable for the routers. I called AT&T later the same day and was told that a "shipping kit" and return paperwork would be sent directly to me.  After a week or so I hadn't received anything so I called again.  The agent this time told me he would check into it and would send the "shipping kit" if I was listed as having unreturned equipment. Two weeks later nothing was received so I called again. This agent said I was clear and wasn't being chatged for unreturned equipmet.  But, when asked about my billing it turned out that it was for a full month alrhough the service was cancelled about 7 days into a new billing period.  So, he said I needed to talk to technical services and transferred me to them.  The technical services person said he had nothing to do with my issue and said he was transferring me back to customer service.  Then the line went dead and I called it a day. My current situation is that I have two routers that I'd like to return but don't know how.  And, my current charges reflect a full month of service instead of the seven days I actually had service.  I'd pay the full amount just to make the problem go away, but, my concern is that when my bill finally gets straightened out I'll be charged for two routers and AT&T will say I'm past the deadline to return them.   This return process has been an eye-opener to me.  I had no idea a major corporation could be this screwed up and stay in business.

[texasguy37 ACE - Expert]

---

mgrody wrote:

I'm in the thick of the equipment return nightmare now.  My story is that I cancelled Uverse internet, telephone, and TV on may 1, 2012. ( I cancelled because of recurring reliability issues that couldn't seem to be fixed.)  Got the return info from Customer Service and hauled everything to UPS the same day.  The first problem was that UPS said my routers (I had two because that was the way I was setup) weren't listed under my order number.  As I understood them, they said anything with an AT&T barcode needed to be listed specifically on my peperwork and the routers were not. They did box up and ship everything else and suggested I contact AT&T to get a return lable for the routers. I called AT&T later the same day and was told that a "shipping kit" and return paperwork would be sent directly to me.  After a week or so I hadn't received anything so I called again.  The agent this time told me he would check into it and would send the "shipping kit" if I was listed as having unreturned equipment. Two weeks later nothing was received so I called again. This agent said I was clear and wasn't being chatged for unreturned equipmet.  But, when asked about my billing it turned out that it was for a full month alrhough the service was cancelled about 7 days into a new billing period.  So, he said I needed to talk to technical services and transferred me to them.  The technical services person said he had nothing to do with my issue and said he was transferring me back to customer service.  Then the line went dead and I called it a day. My current situation is that I have two routers that I'd like to return but don't know how.  And, my current charges reflect a full month of service instead of the seven days I actually had service.  I'd pay the full amount just to make the problem go away, but, my concern is that when my bill finally gets straightened out I'll be charged for two routers and AT&T will say I'm past the deadline to return them.   This return process has been an eye-opener to me.  I had no idea a major corporation could be this screwed up and stay in business.

---

I don't understand why you would have 2 routers.  What is the model of these routers?

[mgrody]

UPS boxed them for me (at my expense) because I thought a return label would be sent to me. I don't want tp open the box so I'm operating from memory. But, I'm fairly sure that they're 2-Wire i38HGs. The installer put the second one in a finished basement because wireless internet reception was poor in that area. And the basement TV set top box/DVR was connected to it. Maybe the real name for them isn't "router" but that's the only term I know that describes them.

[texasguy37 ACE - Expert]

That's what I thought!  Actually, the i38HG is not a router.  Those are wireless access points which do not need to be returned to U-verse, and are your to keep.  You have a pair bonded install.  The actual gateway (i.e. router/modem) is the i3812V mounted on the side of your house.  The email or letter that you received with return equipment instructions should include the following comments:

*Special Note about Home Networking HUB (Model #i38HG): If your U-verse service was provided by an Intelligent Network Interface Device (iNID), the only equipment you need to return are the TV receivers. Please do not return the Inside Unit, the Home Networking Hub, (Model# i38HG). If you are moving, please leave the Home Networking Hub in your home for future use. If you are changing to another carrier, please retain the Home Networking Hub in case you or other occupants of the property choose U-verse services at a future date.

[mgrody]

Now THAT'S useful information and I really appreciate it!. Of all the customer curvice folks I've talked to, not one has shared that info with me. On day one of the disconnect process I tried to get an inventory of the items AT&T had listed for me that needed to be returned. The best I could get was " There's no list, but return everything you have except the battery in the backup battery unit" . Again, I really appreciate your help!.

[texasguy37 ACE - Expert]

You're welcome.

[mgrody]

And, I guess I should mention that I never received an email or letter concerning equipment return instructions. The only instructions I received were verbal via telephone and they were very vague, as mentioned above.

[texasguy37 ACE - Expert]

That interesting.  When I returned a receiver, I received both an email and a letter containing the return equipment instructions.

[ursulas]

This very same thing happened to a friend of mine here in Reno, NV and she has had no luck until I referred her to the Nevada Attorney General's consumer protection office. Do the same in your state, especially if you have all your delivery verification, etc.