AT&T never gave my trade-in credit and simply stole my phone

I have to add. With cancelling that line I did not go under 5 persons in my plan! We are 8. She just moved to another state and apparently didn’t have good coverage so she transferred to another provider but there are still more than 5 lines on our family plan! And NOBODY I reiterate NOBODY told us about this cancellation policy!!! And it’s not even on the tradein.att.com website. Go there and click on term and conditions on the bottom of the site. It’s not written there. But they say they have it somewhere hidden. So I had to read all the terms and conditions on the AT&T website to make sure by canceling a line my sister wouldn’t lose her phone to them!!! It wouldn’t even cross your mind doesn’t make sense it’s insane it should be illegal. They stole my sister’s phone. I gave them the option to credit me back the amount of the phone value they refused!!!!!

In case they change it later lol

Hi @Behnazh, thank you for reaching out to us. We never want you to face such issue. We're here to help you. 

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I have already talked to 4 different agents at your customer service. Nobody cares!

https://tradein.att.com/offer-details

Important Notes:

• Phone number entered on the trade-in should match the phone number of device purchased. If different number is entered it could impact promotion eligibility
• Credits start within 3 bills after trade-in is completed and will be applied in equal amounts over the term of installment agreement. You will receive catch-up credits once bill credits start. Credit will not exceed the lower of the device cost or the max credit amount as defined above.
• If you cancel wireless service, your credits will end and you’ll owe the remaining balance on the installment agreement for the device purchased.
• For new lines, if you cancel service on any other line on your account within 90 days of activating the line under this offer, device credits will stop.
• If buying on the AT&T Installment Plan with Next Up, customer is responsible and will not receive any credits for the additional $6/mo. Next Up upgrade feature.

Ok yes I told apparently it is written somewhere on the website but not under terms and conditions and they don’t have to assume I will go to all the holes on AT&T website to see if they will steal my phone. They had to simply let me know

I posted the terms and conditions you can check

I can totally relate to your situation, and it makes my blood boil just thinking about it. I went through the same with AT&T – hidden policies, clueless customer service, and a total lack of transparency. I switched to T-Mobile, and I can't even begin to describe how freeing it is to no longer have to put up with AT&T's dishonest pranks.

You posted the general terms and conditions for trade ins.  The page that I posted was the terms and conditions of the specific promotional trade in that you did where you get monthly bill credits if you trade in a specific phone for credits on a specific new phone.

Specifically, read the first point on the last screen shot that you posted.

• In lieu of Instant Credit or a Promotional Card, you may also qualify for specific promotional offers whereby monthly bill credits are applied to the monthly device installment with the purchase of an eligible device on a qualifying installment agreement and trade-in of a qualifying device. Bill credits will be applied monthly over the installment agreement term. Bill credits may not appear until 2 or 3 bill cycles after you trade-in your device. Failure to comply with the terms of the applicable installment plan agreement(s) will result in loss of credits. If you payoff the installment balance early or you trade-in and upgrade your device early, the bill credits will stop. Promotions, terms and restrictions subject to change and may be modified or terminated at any time without notice.

You signed up for a specific promotional offer that had additional requirements in addition to the general T&C that you posted.. By cancelling a new line within 90 days, you failed to comply with the terms of the applicable agreement.

They did not have ti let me know?