2 Messages
Never received trade in credit
I pre ordered my iPhone 15’s, when they came in I sent my old trade in phones to AT&T. I have called customer care, the loyalty department, the trade in department and have gotten nowhere. I followed the instructions in the box. I package my phones, used the tape and placed the shipping label that was included in the box of my new phones on the box. It’s been months and I’m paying $300 for two lines. I was told that by different representatives that because I followed the instructions in the box that I had shipped the phones to the wrong location. That they knew where my phones were and had to get them to the right location. This was two months ago. I have called multiple times and asked to speak to management and every the phone gets disconnected. I called in two weeks ago and was told my issue was escalated and to not call back that I would get a call from management. It never happened. This is going on over 6 months now with No Help.
formerlyknownas
ACE - Sage
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118.4K Messages
1 month ago
So it sounds like you shipped your old phone's back to AT&T in Texas. That's not where trade-ins go.
That is where phones go that are being returned to AT&T either the new phones because you did not want them or early upgrades because you have not completed paying them off
If you sent your phones back to AT&T instead of to the trade-in business, it is going to take another 3 months for them to locate your phones and send them to the trade in business.
If they can locate the phones.
If you pre-ordered back in September, it's been 8 months. I can't imagine they were easily found.
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ATTHelp
Community Support
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232.9K Messages
1 month ago
Hello @Luis1rmurillo,
We do see that you have an issue regarding trade in and would like to investigate it further.
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 (https://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,
Jessica, AT&T community specialist.
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dwill05
ACE - Master
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11K Messages
1 month ago
@jackal28 Since you’ve started your own thread, there was no need to also post in someone else’s thread.
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twinmom09
New Member
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4 Messages
24 days ago
This happened to me when I signed up. Go straight to BBB and/or corporate. Its the only way I got my issue solved after MONTHS of going around in circles
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Luis1rmurillo
2 Messages
16 days ago
Do you have any of the contacts you reached out to? I’m tired of being on the phone for hours and getting hung up on.
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Lockdowncraziness
Former Employee
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2.8K Messages
16 days ago
@Luis1rmurillo You will not be helped by randomly contacting someone. If you met and only if you met all the requirements of the promotion then file a complaint with the BBB.
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