AT&T claims they received a different phone for trade-in

Hey @krdavis110, thank you for reaching out to AT&T Community Forums. We understand the inconvenience you are facing, and we are here to help you. Due to the account specific nature of the concern, let's meet in the Direct Messages to get started, and check for the notification.

Thank you for contacting AT&T Community Forums.

Scarlett, AT&T Community Specialist

Hi Scarlett,

Please let me know where the Direct Messages area is, so we can discuss.

Hi Scarlett,

I would be available for a call back on Monday, 10/30, between 12:00-1:00pm EST. My number is 443-910-3671.

Please let me know if that's a good time for you.

I am having the same problem, and have not gotten any help.  AT&T chat sent me to AT&T phone customer service. AT&T phone sent me to an AT&T store.   AT&T store send me to a corporate store.  The corporate store sent me to Loyalty & Retention.  I am thinking I need file a claim with the Attorney General's office.  Is that the best next move?

I’d file a BBB complaint before filing with the AG.  Likely get sent to AT&T for resolution a lot faster.

Okay, that's helpful. Thank you.  I'm thinking AT&T (or at least the business they contract with to handle trade-ins) is essentially stealing phones by claiming they are something they are not, --ie something worthless which then enables them to say they are junking it.  The phone they claimed we sent in was a brand I've never heard of and I doubt even exists in the US.

Yes, it’s been extremely frustrating. I’ve been given the runaround for quite some time now. Have spent hours on phone and going to store over past 4 months. They finally gave me a bill credit for 3 months worth of promo credits on my Jan bill because I had waited at least 3 billing cycles. I called again last week for an update (if I never get though live…always have to schedule a callback since the wait is so long). I was told I needed to wait 60 days past my previous call (on Jan 9th) because the claim had been escalated to the back office and this has been a “trending issue.”

I imagine I will have to call again next month because it feels like the Twilight Zone. I’m not giving up though, as the phone I turned in (which they have record of me purchasing from them years ago and tied to my cell #, etc) was in perfectly good shape and absolutely worth the full promo credits I am due. 

Maybe the more of us who file a complaint with BBB, they will finally do something and stop requiring trade-ins be mailed to them (that’s a fraudsters dream opportunity!).

If things do not resolve soon, I will have to take my business elsewhere, despite being a customer for almost 20 years.

Yes, same

Quick update: it’s going on 7 months now and still the issue has not been resolved. Every time I call support, I’m told I need to wait another 60 days for the escalated trade-in issue to be resolved. They have given me the equivalent credit for 3 months of the monthly installment charges, on two separate occasions now, to make up for the delay. But I really do not want to have to keep following up every month to 60 days to find out when the trade-in credits will kick in. Sigh.

@krdavis110 Have you filed a BBB complaint?