AT&T Community Forums

Why does AT&T continue to lie after being a 20+ yr customer about trade-in credit?

I've personally spent over 8+ hrs over the last 4yrs on phone calls with AT&T reps with a promise to get the trade-in credits we were told we'd get for trading in our phones. I finally gave up on the last phone my son got, but now I'm really getting (Edited per community guidelines) that it's happening again to both our Daughters trade-in and my sons. They've both literally called and gone into the AT&T store to get this resolved and have been back in the same store they got the phones at 3 times now over the last few months. Each time on the phone and in the store they've been told the credit is being taken care of. Yet after 6months we are still paying. I'm too mad to call Customer service anymore but my wife has spent countless hours also on this.
As a customer that spends $450 a month across our 10 lines, it's ridiculous that for a 20yr+ customer I'm now getting mad enough that I'm unhappily looking into Verizon and TMobile or even worse just thinking to file a (Edited per community guidelines) for both the credit and more than anything the amount of time we've spent on this.
I wish there was someone honest that would actually take care of these credits as promised in the promo's. If anyone knows a way to actually get this resolved before I go nuclear option, please let me know.

Responses

formerlyknownas

ACE - Sage

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118.4K Messages

3 months ago

Since you are 20-year customer, are you or did you switch to a qualified unlimited data plan before or within 30 days of your purchase of new phones?

When you trade it in your phones did You do so in an AT&T store, or did you mail your phones to lavergne Tennessee?

Did you save the tracking slips if you mailed your phone?

You are limited to small claims or arbitration. Neither of which award you anything other than legitimate financial losses. They do not compensate for time or aggravation. Both of those would take several months and you would have to prove you met all the requirements and qualifications because AT&T will certainly have all of their ducks in a row

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mikeshep777

2 Messages

3 months ago

We are on the same Unlimited plan we've been on for over 5yrs and learned our lesson a few years ago about the consequences of dropping a line within 30 days of a new phone. We had dropped a line and picked up another at the same time so thought since we had the same number of lines this wouldn't apply...but no mercy from AT&T...rules are rules and we paid for it with over $700 in charges over the next 36 months.

So no, we are now very careful to not switch plans, change lines or anything that could jeopardize the credits.

Our phones were handed in at the AT&T store as we figured that would be "safer" than mailing them in when the new phones were swapped for the old ones. I understand that it takes a few cycles to get the credit but our son is now on Payment 6 of 36 and our daughter is at a ridiculous 21 of 36 to show how long we've been fighting this! Literally coming up on 2yrs. The thing is...every call, every visit, we've been told they WILL FIX IT...not that we don't qualify.

Thanks for the point on small claims...we will never get more than the couple hundred dollars back so taking our $450/month = $5,400 a year somewhere else is the only way to probably make this point to AT&T and just be done with it if we can't get our credits back soon.

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