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Trade in not showing in the records
In December, I became a new client at the AT&T store in Westlake, Austin. We exchanged 2 iPhone ProMax 12 devices for 2 iPhone 15 Pro devices. At the time of the exchange, we were informed that the trade-in value was $1,000, and we wouldn't need to pay for the new devices upfront. It was explained that the cost of the new devices would be removed from our bill after 2-3 billing cycles.
However, after 3 months, the cost of the new devices still appears on our bill. Despite contacting customer service and visiting the store, we were informed that there is no record of the trade-in on our account. Additionally, we were accused of lying about the exchange. They mentioned that they would need to escalate the issue, but we have yet to receive any response.
We also opened a case with customer service, but have not received a response thus far. We did not receive any paperwork confirming the trade-in, adding to our frustration and exhaustion from multiple phone calls.
Considering the lack of progress in resolving the issue, we are contemplating involving a lawyer. Any guidance on how to proceed would be appreciated. Thank you.
formerlyknownas
ACE - Sage
•
118.4K Messages
4 months ago
Okay the explanation of how this promotion works was incorrect.
The installments on the new phone are always going to appear on your bill. They are not taken off. But after approximately 3 months from the time you're trade-in is complete you should start to see bill credits of up to $1,000 against those installments which are $27.78 a month for 36 months. (They all work this way)
You had to purchase a qualifying phone and trade in a qualifying phone which it seems that you did.
You had to be on an unlimited data plan. The unlimited your way plan has three different tiers, starter, extra and premium.
It sounds like you did your transaction in a physical store. You should have been provided with a receipt at the time of your trade-in. Do you still have the receipt? That receipt is proof of your trade-in.
If you don't have it, you can try going back to the store where you made your purchase and ask them to reprint your trade-in receipt.
... fingers crossed
The trade-in credits usually take approximately 3 months / 90 days. Three months from December would be sometime in March. It is almost the middle of March now.
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