In the wake of devastating wildfires in California earlier this year, many residents faced the trauma of losing their homes, including the small community in Altadena where one family lost everything.
Thankfully, the family was away during the fires and remained unhurt, but their home was entirely destroyed, leaving them to navigate the aftermath of loss and frustration.
Among the few remnants of their life were ashes and debris — including the charred remains of their internet router.
Normally, internet service providers require customers to return equipment when they cancel a service or charge a fee for unreturned items.
When the family first contacted their provider, customer service expressed sympathy and advised them to disregard the equipment charge associated with the burnt router.
However, as time passed, the unwanted charge remained, leading the family to confront the reality of their situation — the router specifically was still listed as a billable item.
In a Marketplace segment, the homeowner voiced his frustrations about dealing with the $150 charge for their burnt router.
“I’m going to enjoy bringing my router back so they leave me alone,” he stated, reluctantly acknowledging that the burnt lump of electronics represented yet another hurdle in their recovery.
Despite insurance being expected to cover such losses, accessing fire insurance funds was quite the challenge, and the lingering router charge became an unwanted burden at a time of financial uncertainty.
Marketplace listeners began reaching out to ask about the router situation, further motivating the homeowner to persist in resolving the issue.
In a second phone call to the service provider, a representative assured him that they would note “router burned in wildfire” on his account.
However, by the end of January, his ongoing issues with the charge continued as an AT&T salesman visited his new rental to set up internet service but found the fee still present.
The salesman suggested he would escalate the matter to his supervisor.
Weeks later, a final notice arrived in the mail regarding the unresolved bill, prompting the homeowner to visit a physical AT&T store in Los Angeles.
During this visit, attempts to resolve the issue continued, as the staff called a representative with enhanced powers unable to clear the charge.
Upon indicating the physical evidence of the burned router, the AT&T representative proposed a creative solution: to mail in the charred unit as proof.
The homeowner drove to a nearby UPS store, prepared to package the burnt router in a Ziploc bag and send it off.
Upon arrival, he discovered a complication — the serial number had melted in the fire and was illegible.
Thinking quickly, the UPS employee suggested entering several ones in place of the missing serial number in hopes that it would be accepted.
Less than a week later, the family received news that the $158.61 charge had finally been removed, although it remained unclear which of the various interventions actually led to the resolution.
This ongoing saga highlights the challenges faced by fire survivors, especially in light of AT&T’s communication regarding their equipment policy.
Though the family secured the removal of their router charge, concerns remained for many others who lost their homes in the wildfires.
With over 16,000 homes and structures destroyed during the Eaton and Palisades fires, many survivors may be dealing with their own equipment charges and the potential impact on their credit scores if they are not addressed in a timely manner.
The homeowner ultimately reached out to AT&T’s media relations for clarification on their policies regarding equipment lost in the fires.
Though the company declined an interview, they issued a statement expressing their condolences for those affected by the wildfires, clarifying their policy that customers are not required to return destroyed equipment or incur out-of-pocket costs for it.
AT&T emphasized their commitment to supporting impacted communities and providing resources for customers facing similar challenges.
For more assistance, customers can reach AT&T at att.com, through the myAT&T app, or by calling (800) 288-2020.
Additional information on their response to the Southern California wildfires can be found at go.att.com/california-fires.
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