2 Messages
Trade-in screw up on ATT's end and they are now stealing $800 from me
Back in March 2023, I got an email for the trade-in program. I don't usually bother with these things but I went for it as they assessed my 11 PRO at $800. So I sent it in, performing all steps required as directed by the program.
Months later I realize the credits aren't kicking in as they dais they would. I call customer care, get transferred around multiple times, finally to the trade-in program people. They tell me the phone was received with activation lock, and it was a iPhone SE!! And declined any promo.
This is their mistake! I sent in my 11 pro. I NEVER had an SE, ever. (My account records should show this)To make matters worse they never contacted me about it.
So I call and speak to many people at customer care and nobody is able to resolve this. ATT is stealing $800 form me at this point and I feel like I'm being take advantage of. I'm a long-time customer and this (Edited per community guidelines).
dwill05
ACE - Master
•
11K Messages
9 months ago
File a BBB complaint to get it escalated to upper management.
0
andrew_is_angry
2 Messages
9 months ago
Good news, after speaking with no less than 5 different people. Ultimately, Carissa put her detective hat on and worked the magic to find the cause. She has given my account the credit I was due. Thank You Carissa!
I'll leave this post up until that credit is applied to my bills and this is 100% resolved.
0
0
Lockdowncraziness
Former Employee
•
2.8K Messages
9 months ago
Don’t be surprised if the credit is not applied. If you talked to a CSR they cannot apply large credits. They can submit a credit request to their manager, then their managers manager and so on.
0
dwill05
ACE - Master
•
11K Messages
9 months ago
Yeah, come back and let us know if it actually is resolved. A lot of posts saying someone is fixed, but actually isn’t.
0
ATTHelp
Community Support
•
232.9K Messages
9 months ago
Hey there!
We're glad to hear that your concern has been resolved.
Please let us know if you have other concerns. We'll be glad to assist!
Thank you for visiting AT&T Community Forums!
Kelly, AT&T Community Specialist.
0
0
Way_way
1 Message
4 months ago
What can I say, after 70000 errors, finally, a realization, the process is not done right. I suppose people should just be forgiving ---- forgive for the apology no one received every time this multi-million dollar company (Edited per community guidelines)s up. Sad, it took 70000 errors to slap some sense into AT&T.
(edited)
0
0
formerlyknownas
ACE - Sage
•
118.4K Messages
4 months ago
Just an FYI, phones that are mailed in don't even go to AT&T they go to a third party business in Tennessee called Assurant Mobile.
0
0
dwill05
ACE - Master
•
11K Messages
4 months ago
@Way_way What are you actually talking about? The topic of this thread is sending in a trade. Or is this about yesterday’s outage?
0
0