At&t lost my trade in

Did the tracking information for your phone indicate that it went to hyla Mobile in Tennessee?   Do you still have proof you mailed it at the post office?  

It sure did, I gave the trade in recovery team the tracking # and everything.  And now they closed it out and I am still paying for the phone.

We understand the importance and urgency with making sure you receive your trade-in credit for the Samsung S22, flhrcrider.

This is not the experience we want you to have, and we want to step in to help. Let's meet in a Direct Message on this together, so we can gather your tracking/shipping info the returned device, submit an escalation and work towards a solid resolution. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once that's done, we can continue the interaction over the phone or through direct messages, whichever works best for you.

We look forward to resolving your issue. Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

I must say, AT&T made it right and I really appreciate it!!!  Thank you so much!

That happen to me too. But I don't have the tracking number anymore. I just let autopay pay my bill, not paying attention until today when my bill said increase bill this month. After looking at my bill closer I also noticed I wasn't getting credit for my trade in phone. I call about it and i was told i needed the tracking number. And to call the parcel place that I use to send them. They said the original creator of label should be able track it down. So I don't understand why att isn't escalating this from me. They gave me a number to call now its saying sorry technical difficulties and hung up. I think I might go to T mobile. There having a promotion that will payo off your phones when you switch over

It happened to me. I have the tracking number, the IMEI of the device and everything, and they won't give me the credit. I've been a customer for a long time and have five lines on the elite unlimited plan, yet they care not. Scraping up the money to pay off three devices, because I'm done with this company.

I also traded in four perfectly good (paid off) phone for the $1000 credit towards four new S24 Ultras on existing lines of service. Each device to be returned was packed into the new phone's packaging material and the AT&T supplied shipping label applied to each box, 4 boxes total. Three were returned within the 30-day window of receiving the new phones (1st week of Feb 2024) and the last one on the 4th week of Feb 2024. I retained the tracking information for each until I confirmed that all four boxes had arrived to the return center without delivery or damage exception noted by UPS.

After at least two phone calls and three portal chat sessions to date since early April, AT&T indicates only the last phone was received but has yet to apply my trade-in credit to that line. They indicate the three remaining devices (all shipped, all confirmed by UPS as received) were never received. They proceed to tell me that they cannot track them through their system though AT&T is who generated and supplied each UPS return shipping included with each new device I ordered. It is up to me to track and chase down all the tracking of each device and provide it to AT&T which does not say much for AT&T's IT systems capabilities for end-end tracking for security. Though they have the IMEI for each returned device in their system, they have not confirmed if any are now currently active using a new SIM card or would not indicate such to me to confirm theft of three devices.

I opened a case with the BBB today and will update this thread as additional information becomes available.