I changed residential addresses in May of 08. I had AT&T's UVERSE service for cable TV and Internet at my previous address. The service was not available at my new address. Therefore, I had to cancel the service. AT&T refused to physically pick up their equipment or allow it to be dropped off at a local office. There were a total of five recievers that needed to be returned to them and they had to be shipped via UPS. AT&T sent me a box with packing and a return UPS shipping label. I packaged the equipment and tryed to drop it off at a local UPS store. However, our local UPS store had closed. I dropped the package off at a place called "Express Pack N Ship". At the time, this store did not handle UPS shipments, but they offered to take the package off of my hands and have the local UPS man pick it up for a one dollar charge. This was acceptable to me and the one dollar charge was paid using my debit card. I did write down the tracking number. However, I lost it.
Almost two months later, I received a bill from AT&T stating that they did not ever receive my equipment. The charge on the bill is $956.00. I immediately contacted AT&T to let them know that I did ship the equipment on 6/6/08. They said they would start an investigation and I would receive a call within 48 business hours. I never received a call. I called back again. No updates. They asked me to call back again in three or four days. Long story short, I have called them about 6 times over the last three weeks. Everytime, I get a different story. Some representives have told me that someone at AT&T should have the tracking number as they generated the UPS shipping label that they sent me. However, I have not been able to get it from them yet. The last that I was told was that the invetigation was opened with the wrong department... billing instead of equipment. They have now supposedly opened an investigation with the equipment department and I supposed to call them back for an update at the end of this week.
My concern is that they are not really investigating this with UPS and that I am going to get stuck with this on my credit record. I have seen atleast one of complaint on this site that was similar. For that one, the tracking # was thrown away by the customer after he confirmed that AT&T received his equipment. Then, AT&T did the same thing to him by coming back after a couple of months and saying they never received his equipment and I beleive his bill was $880.00. He complained that AT&T would rather have a customer pay so that they could have new eqipment for their next customer instead of using used equipment. There is somthing very suspicious about this whole thing and I am just trying to figure out what to do about it. I would think that AT&T could atleast provide me with the tracking number that they generated as the shipper so that I could confirm the status with UPS. Atleast then, I would know who to go after... whether it be UPS, the place I shipped the package, or AT&T. Any help would be greatly appreciated.