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AT&T never gave me trade-in credit
This entire program is a scam. "Mail in your phone, and we will give you $600 credit." It's been over 10 months, and they haven't given me a single dollar for the trade-in.
I traded in my phone back in August 2023 at the AT&T store, and now it's June 2024. After calling four times and wasting over 10 hours on hold and with chatbots, I finally got someone to confirm what I already knew: AT&T received my phone in August. In March, after being transferred around to various departments, I spoke to a representative who admitted that the phone was received and said I would receive a credit if I upgraded my account. He upgraded my account and then didn’t apply the credit.
I called again today, and unsurprisingly, they said to give up on getting the trade-in value. I have called them several times since, and the representatives keep saying nothing can be done, apologizing for the inconvenience. "Our managers are currently handling a high volume of inquiries today." To make matters worse, they offered to upgrade me to another, more expensive phone! What a joke.
This should be illegal. AT&T should be required to process credits for trade-ins upon receipt of the device or at least deny the trade-in if they cannot apply any credits. None of this "we will credit your account in a few months" nonsense, only to void the entire trade-in value after they take your phone.
I feel bad for the employees who clearly can only give scripted answers and can't help with the frustration. Don’t trust their process. It’s either negligence or a scam on their part. Whatever the issue, it’s a mess. What’s worse is that even if I take them to small claims court, I have no choice but to forgo my credit. I will spend my time convincing everyone I know to stay away from AT&T.
ATTHelp
Community Support
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232.9K Messages
1 month ago
Hi there, we completely understand how upsetting this can be, and we're here to point you in the right direction.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums,
Andrew, AT&T Community Specialist.
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formerlyknownas
ACE - Sage
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118.4K Messages
1 month ago
I not have a qualifying data plan?
All of AT&t's promotional deals clearly state that you need an unlimited data plan with a base price for one line of $75 or more before any discounts. If you were on an unqualified plan, you had 30 days from date of purchase to switch to a compatible plan.
Bill credits are applied over 36 months. If you qualify for the promotion. They have never been lump sum. Not from any service provider.
If you did not have a compatible plan, the book value of the phone would be credited as a one-time credit only.
None of AT&t's trade-in offers have been for $600 unless the phone purchased was only $600.
Early upgrade offers via Next Up are not the same as the trade-in offers. When you early upgrade with next up, it allows you to return your phone to AT&T after you've paid off at least 50% and upgrade to a new device without completing the payments on your previous phone.
Sample:
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