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AT&T Cable Services Complaint

Equipment Return Ripoff - U-verse TV Internet Bundle

10
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Posted By: pkstinn on 1/9/2009

Location: Rockwall, TX

My Uverse saga includes a 14 month history of trying to return equipment when I cancelled my Uverse TV services. Since Oct. 07 I've called and written twice a month to get my return boxes from Uverse! It is now Jan '09, and I'm not able to return two pieces of equipment that AT&T says is worth $167.

I finally received one box with "permission" to return the Internet gateway equipment, but Uverse is not providing me boxes for the two TV boxes. By the letter of their own contract they are to provide boxes and return labels and they will not accept the equipment any other way. First they said they sent boxes to the wrong address (yet they never miss a statement to that same address!). Then they said the 2007 holiday season interrupted shipping. Then they said they couldn't explain the delays. Then they charged me over $360 for unreturned equip. In Nov. 08 I rec'd one box, but haven't rec'd the other two. Is there a statute of limitation for AT&T compliance of their own contract?

My balance due is $167 which was sent to a collection agency. Several times they claim they sent boxes, but they refuse to provide me evidence such as tracking numbers verifying shipments.

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    User Discussion - Add your 3 cents!

    GSargent (02/09/2009)      
    The same thing is happening to me. I have been trying to return their equipment since October of 2008. Every inept customer service person I speak to will wonder aloud at why we haven't yet received the return boxes. We've made at least 6 requests. Now I got a bill for $600. This is unbelievable.

    nate22 (04/15/2009)      
    Hello, I am having the same Uverse problem. In December 08 I cancelled Uverse and returned the equipment using the boxes they sent. I checked online and saw that the equipment was delivered to a Laredo, TX address, so I assumed all was well. I threw out the tracking #! (Big Mistake) Now they are sending me to collections for an unreturned equipment charge of over $800!! I tried calling AT&T to no avail. I will not pay this fee. I'm trying to put together paperwork in order to state my case. Does anyone happen to have the address that Uverse equipment is shipped to in Laredo, TX? I could use that to retrieve my tracking #. Please let ... more >>

    pkstinn (04/15/2009)      
    Nate22: I contacted ATT billing and filed a complaint/appeal and opted to excersize my contractual right to appeal through mediation. I told them I would show up to mediation with my equipment in hand as well as all of my ATT cell phone, email and written correspondence supporting my allegation that U-Verse did Mott honor their own contractual obligations with me. The billing dept assisted me with resolution to this misunderstanding. The Laredo depot wasn't any help to me at all. They will not provide you any info. Collect everything you have, contact the 800 number and meet them at the mediation table. A call to your State Attorney General w ... more >>

    nate22 (05/01/2009)      
    pkstinn: Thanks. I was able to call UPS and they found my tracking #. Then the UPS rep put me on hold and called Operational Technologies (the company that handles Uverse returns), and they were able to confirm that they recieved the returned equipment. Operational Technologies called me back to assure me they recieved the equipment and would sent a note to AT&T. I called AT&T the next day and sure enough, my account balance was returned to zero. So, Thankfully, i was able to get it resolved.

    kyslas (07/09/2009)      
    I am also going through this exact same thing with Uverse. They are stating that I owe them 645.16 and have now sent me to collections. I advised them that I have already sent in the boxes last year and they said they never received them. They even sent me a bill in October showing a zero balance due. But I sent the boxes in November last year and right after that they sent a letter stating they did not receive my boxes. I did not keep my tracking number with UPS as I figured they received it. I contacted UPS and they were not able to find anything showing I shipped those boxes back. They said I need a shipping address. Does anyone ha ... more >>

    lrod (10/14/2009)      
    All too familiar story, I went through the same thing last year, fortunately they reversed the charges when I gave the tracking #; now again they have billed my credit card for non-return of equipment that I sent 2 months back! Why can't we walk-in with equipment like Comcast? Either they are trying to scam us, or the left hand does not know what the right hand is doing! Very annoying, and frustrating, I'm done with AT&T. Can we file a complaint with the FCC?

    PepperElf (10/14/2009)      
    at taht point i'd say dont wait for them to send boxes
    just get some boxes and ship it to them ... and used registered mail.
    it will be slow but you'll have proof it was sent

    and yeah it'll cost you but... it might end up being cheaper that way

    pkstinn (10/15/2009)      
    PepperElf: Our contact specifies customers will use boxes provided by AT&T. If you use your own boxes, you will not have an assigned return item number and AT&T will refuse them. You will be in breach pf contract if you send equip back in boxes not provided by AT&T.

    DallasTX (10/29/2009)      
    Same problem here.
    Returned Uverse eq. in March 2009 with UPS confirmation.
    Received balance $154 in May 2009.
    Received collection letter in Oct, 2009.
    No resolution.

    Ripped off company--At&T



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