1 Message
New customer
I went into at att retail store wanting 5 business lines for a new account. All of my information was taken and was given a quote for what I would have to pay out of pocket. Of the 5 lines 4 were going to be trade ins with 2 of them having new numbers. I had to go in the next day bc I didn't have the phones with me. The next day I did 2 trade ins and got a freeze on my account. Rep said that it was a glitch and that he reached out to his dm but they needed 24 hours. I was ok with that, 3 days later, have returned to the store 3 times for several hours, and I have called care myself and no one can tell me why there is a freeze on my account. And now apparently I can't cancel anything bc my 2 trade ins were sent out to corporate. Someone please help
OttoPylot
ACE - Expert
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24.9K Messages
4 months ago
First of all, trade-ins are not sent back to AT&T. They are sent to a third party for processing who in turn notifies AT&T that the phone was received and in what condition. Based on that, AT&T processes any credits for the turn in.
Secondly, a Retail Store, if in fact that's what it was, is independently owned and operated totally separate from AT&T, and they are not staffed with AT&T employees. Their sole purpose is to sell AT&T goods and services and then pass that information on to AT&T. It's not uncommon for them to make "mistakes". Unfortunately, you did business with the Retail Store and not AT&T. I would contact AT&T Billing and ask what the reason is for the freezing of your account.
If you can't get this resolved as to why your account is frozen then file an online complaint with the BBB. That gets forwarded directly to AT&T Upper Management and someone from the Office of the President will contact you. Hopefully they will be able to straighten it out because they have the authority and resources to handle issues that the usual CS Agents can't.
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formerlyknownas
ACE - Sage
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118.4K Messages
4 months ago
By the way this is the consumer side of a customer populated forum. There is also an AT&T business community forum which is probably where your post would get proper exposure
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