150 The chat
that changed the bill
Case note 08.19.26 Edited transcript
AT&T billed $150 for equipment it had sent during a failed activation.

So I kept asking
the same question.

The setup had already consumed days. The extra gateway was available to return. The fee still appeared. This is the conversation that finally produced a different answer.

Read the exchange
Outcome $150.50

customer-experience credit applied

Confirmed
The problem

Multiple gateways, failed activation, days without service, then a non-return fee.

The ask

Recognize the time the setup failure consumed and separate that from the equipment return.

The resolution

A $150.50 experience credit, plus confirmation that the equipment fee would reverse after return.

  1. Corey

    AT&T sent multiple gateways during failed activation attempts, and we were left without internet for several days. The equipment is here and available to return. Please review the prior escalation and remove the $150 Non-Returned Gateway charge.

  2. AT&T agent

    I want to make sure we can help. You received a non-returned equipment fee—was this for the first delivered equipment?

  3. Corey

    No. I received the equipment. AT&T sent more than one gateway during its failed activation attempts. The record problem is internal; it is not evidence that the equipment was never received. It remains available for return.

  4. AT&T agent

    Just to make sure I understand: the extra equipment is still at your house and remains unreturned?

  5. Corey

    Yes. It is not lost or unavailable. AT&T sent multiple devices and needs to identify the right serial number from its shipment records. I am asking AT&T to recognize the time its failed setup already consumed and resolve the fee fairly.

  6. AT&T agent

    I understand where you are coming from, and I apologize for the inconvenience. The first step is making sure the equipment is returned so the non-return fee can be credited back. I can also check what credit is available for the service experience.

  7. Corey

    Thank you. The return and the failed setup are two separate issues. Please find a customer-experience credit that recognizes the days without service and the time spent fixing AT&T’s equipment and activation problems.

  8. AT&T agent

    I understand. I am checking for an alternative way to compensate you. I can help with a credit.

  9. Corey

    Please proceed. The customer-experience credit should fully recognize the $150 of time and effort this process created, while the equipment fee should still be reversed separately once the return is scanned.

  10. AT&T agent

    I can help you with a manual credit based on our understanding of what happened.

  11. Corey

    Then here is the clean agreement: AT&T applies a separate $150 customer-experience credit for the time consumed by the prolonged setup problems. I return the equipment. The existing $150 equipment fee is reversed after AT&T receives it. Those are two distinct adjustments.

  12. AT&T agent

    Your request is understandable. I can check this option for you.

  13. AT&T agent

    After reviewing the options, the closest adjustment I can initially provide is a $120.50 total credit. The equipment fee would still be waived after the equipment is returned.

  14. Corey

    That is meaningful progress. We only need to bridge the remaining $29.50 to reach the $150 customer-experience credit. Could another adjustment category or a supervisor exception cover the gap?

  15. AT&T agent

    Let me try again. One moment, please.

  16. AT&T agent

    Thank you for your patience. I maximized everything I could do, and as a one-time courtesy I can make the $150 credit work for you.

  17. Corey

    Thank you. Please proceed. For the record, that customer-experience credit is separate from the existing Non-Returned Gateway fee, which will be removed after the equipment is returned.

  18. AT&T agent

    Understood. I am processing it now and waiting for approval.

  19. AT&T agent

    I was able to apply a $150.50 credit to the account. The equipment-related balance will also be removed once we receive the returned equipment. You have 180 days to return it.

    Experience credit$150.50 Return window180 days
  20. Corey

    Thank you. Please provide the exact return process and confirm that the equipment fee will be removed separately after the return is scanned.

  21. AT&T agent

    Return the old equipment to any UPS or FedEx Store. There is no need to pack it. The equipment fee will be removed within one to two billing cycles after the return.

  22. Corey

    To summarize: AT&T applied a separate $150.50 customer-experience credit. I will return the equipment unpackaged through UPS or FedEx. The equipment fee will then be removed separately within one to two billing cycles.

  23. AT&T agent

    Yes. That is correct.

The small irony

They tried to charge $150.
The credit ended up fifty cents higher.

The point was never the extra fifty cents. It was getting the record to reflect what had actually happened.