AT&T has the wrong trade in device

Hello @chad19888, we hear you, and wanted to help get this sorted. 

We are going to initiate a DM to help you with your concern.

Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,

MatG, AT&T Community Specialist

I have contacted you 3 times spent hours on the phone and have gotten nowhere. 

Hello @chad19888, we hear you, and wanted to help get this sorted.

We are going to initiate a DM to help you with your concern.
Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums).

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,
MatG, AT&T Community Specialist

Hello @chad19888, we hear you, and wanted to help get this sorted.

We are going to initiate a DM to help you with your concern.
Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums).

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,
MatG, AT&T Community Specialist

Hi @chad19888 , I am a former employee and current customer of AT&T. I am going through the same exact situation, it has yet to be resolved. I traded in my iPhone 11 Pro Max almost a year ago. I recently checked my bill and noticed that I was receiving the incorrect promotion. I was supposed to receive $1000 off when I was only getting $350. I called customer service to see why was I getting the incorrect credits, when I traded in a 11 pro max in PERFECT condition. They stated that I traded in an iPhone 13 that did not power on. I have NEVER owned a 13 in my entire life. I assured them that I traded in an iPhone 11 Pro Max in perfect condition. We are still in the process of going back and forth. This matter has been escalated quite a few times, and the results are still the same. I am waiting on a supervisor to contact me now. Honestly, this has me considering canceling my service AT&T. If I was an active employee, I would have definitely considered employment elsewhere. What we are experiencing as customers is completely baffling, and absurd. 

it is very disheartening because you don’t have any power you can’t get the original phone back you can’t prove that you sent the right phone in, no one will believe you. They told me they had a picture I asked for it and they said due to policy they couldn’t show me. I took a video of me boxing my phone to prove it was in good condition when I sent it but I didn’t expect to have to prove it was the right phone. The only thing I can do at this point is contact the BBB, file a report with the police and try small claims court. There is a 1000$ on the line. I tried to see if apple could trace the IMEI to see what phone AT&T actually has but that was a dead end. Anything that would prove my case is “against policy” so I’m at a loss. 

Hello @chad19888, we understand you didn't have a great experience with AT&T customer service.

We really didn't want you to feel this way, and we would definitely look into your concern as soon as you join us in DM which we will be initiating.

We are going to initiate a DM to help you with your concern because we need to get some answers to assist you better.

Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,

MatG, AT&T Community Specialist

@chad19888 @venusflytrap007

I'm having the exact same issue here too. I sent my iPhone11 but they claimed they received damaged iPhoneXR. I always had a cover and a glass screen film and my phone looked like new. I was supposed to receive $830 trade-in value but received only $350. Coincidentally the same amount to you. And there is actually nothing that I can do.

After nearly 4 months hours spent on the phone multiple trips to the store, the store told me there was nothing more they can do and I need to keep calling AT&T so I did and they finally admitted there is a trend with people switching out/stealing trade in phones. They told me to wait another 60 days for an answer if I will get my full 1000$ credit or not. This whole experience has made me lose all faith in the trade in process. 

Same thing, we purchased I iPhone 12 plus which was my husbands line. I had a green iPhone 11. Sent the 11 for trade in on iPhone 13 mini. Still to this day which is over 2 years on my bills and paperwork from AT&T. It still shows the 12+ being traded in for the iPhone 13 mini even after my husband is still got the same phone on his line and he’s still talking on it. AT&T is most times, incapable of helping anyone and you’re just left to deal with it. They had the last word in every situation and customers will never be right even if the employees at AT&T have lied to you and you have it in writing.