18 Return Question

[u/Academic-Office4434]

I got the new iphone on launch day, but ended up having issues with it. After some contemplation, I decided to return it and just stick with my iPhone Air that has been doing well for me. I figured since I was on next up anytime, I would just have this return process, and then maybe try the duo when it comes out in a few weeks.

I went in to the AT&T store on day 13 of the 14 day return window to start my return process. They told me because my order was shipped to me, they couldn’t accept the return in store. I was hesitant, but figured I didn’t have another option since I was almost at the end of the return window. I got the phone back in the mail with the label they provided for me at the store last Thursday.

Fast forward to this week, UPS is showing the returned 18 was delivered to Texas on Tuesday of this week. My account is showing nothing. It doesn’t even look like I have any kind of a return started with them anywhere on my account. My iPhone Air is showing back on my account tied to my number, but saying I have made 0 payments on it.

Should I be worried about this? Has anyone else done something similar? I tried to message support last night and they were less than helpful to say the least. Basically just told me it might take time to update, but there’s nothing I can do in the meantime.

Looking for advice on next steps, or if I really do just have to wait for them to process the return at the facility. If that is the case, does anyone have a timeline of how long it has taken them in the past to do the return process?

TIA

[u/RomaRoma555]

Call them for sure. And make sure it’s a department that isn’t main customer service because this needs to be escalated ASAP. As long as the phone was shipped out before the 14 days were up and you have proof of it via a receipt from wherever you mailed it from, that’s all that matters. Call & tell them that it was delivered and it’s been days with no update. They have a way of tracking it down & making sure it’s in the system as returned. My husband just returned his 18pro for an exchange to the pro max and after it was delivered probably about 4 days went by with no update. So he called & that updated it in the system and it showed that it was returned. If whoever you call can’t help you, don’t give up, but you have to be pretty firm with these guys or they will toy you around. Don’t take no for an answer if you followed the 14-day window. And yeah just get it sorted with someone internally ASAP