AT&T might have a Cell Phone Theft problem in their "Trade In Department"

I wanted to share a cautionary tale about my recent experience with AT&T's trade-in department, specifically regarding cell phone theft. Back in September, my company opened a new business account with AT&T, opting for the Google Pixel Fold as our first line and trading in a Samsung Galaxy S10 as part of a promotional offer promising a $1000 credit over 36 months.

Initially, everything seemed fine. We sent in the Galaxy S10 to the AT&T trade-in department about two weeks after establishing service, with the understanding that after three billing cycles, our bills would reflect the correct monthly discount. However, things took a turn for the worse when AT&T claimed they only received a battery and refused to apply any credit to our account.

Naturally, we were baffled and frustrated. How could a fully functioning smartphone magically turn into just a battery in transit? We reached out to AT&T multiple times, speaking with various representatives, but to no avail. Despite our insistence that our trade-in device was stolen somewhere along the way, AT&T has been unhelpful in resolving the issue.

To add insult to injury, their proposed solution is outrageous. They've suggested that we send back the Google Pixel Fold to cancel the service and contract, offering no compensation for our loss. Essentially, they want us to suffer the consequences of their mishandling of our trade-in device.

This experience has left a bitter taste in my mouth, and it's clear that AT&T has a serious problem with cell phone theft within their trade-in department. I urge everyone to exercise caution when dealing with trade-ins through AT&T and to ensure proper documentation and tracking of devices sent for trade-in purposes.