3 Messages
AT&T is a FRAUD, Scammed me and stolen my iphone 12 pro max device
I am writing to share my experience and seek assistance with an issue I encountered with AT&T. In March 2024, I called AT&T after seeing a promotion for the iPhone 15 Pro Max at $5.56/month. The customer service representative assured me I qualified for this deal if I traded in my iPhone 12 Pro Max. Unfortunately, this offer did not turn out as expected.
After agreeing to the deal, I went to an AT&T store to drop off my phone, but they instructed me to send it directly to AT&T, warning that they would charge me $280 otherwise. On April 3, 2024, I shipped my iPhone 12 Pro Max, which was in excellent condition. I have pictures and videos to confirm the pristine condition of my device.
Three months later, AT&T continued to charge me the full amount of $33.34/month for the iPhone 15 Pro Max and $65.99 for the starter plan. When I contacted them, they requested the tracking number, which I provided. They then asked for the IMEI number of my iPhone 12 Pro Max to locate it. Fortunately, I had saved the IMEI number and provided it to them. They claimed they found my device in their warehouse but said its condition warranted only a $13/month discount instead of the promised $5.56.
Despite my assertion that my device was in perfect condition, they did not adjust the charges accordingly. I requested to return the iPhone 15 Pro Max and get my iPhone 12 Pro Max back, but they refused.
I feel that my iPhone 12 Pro Max has been unfairly taken and I am being charged far more than initially promised. I kindly request AT&T to review this matter and take appropriate action to resolve it. I hope we can rectify this situation promptly and fairly. Thank you for your attention to this matter.
OttoPylot
ACE - Expert
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24.9K Messages
26 days ago
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. Just have all of your paperwork (receipts, communication, etc) on hand.
Oh, and this is a public, customer populated forum only. It is not AT&T Support nor a way to reach them. Them ATTHelp may respond with a link for you to contact them but the BBB route is the best way to get someone who can probably help.
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JefferMC
ACE - Expert
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36K Messages
26 days ago
It would appear that "The Starter Plan" does not qualify for the $5.56/month deal.
You would have to be on at least Extra.
AT&T's terms and conditions on trade-ins specifically stipulate that they will not return a traded-in phone under any circumstances.
(edited)
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OttoPylot
ACE - Expert
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24.9K Messages
26 days ago
Traded-in phones don't actually go back to AT&T. They go to a third party who determines the condition of the phone etc and then forwards that information back to AT&T.
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formerlyknownas
ACE - Sage
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118.4K Messages
26 days ago
@JefferMC The starter plan does qualify. The requirement is that they have an unlimited data plan of $75 or more before any discounts. That plan is indeed $75 before the auto-pay and paperless billing discount
I suspect what the problem is is the person had a phone that was not paid off. Why else would they be told that if they didn't send their phone in they would be charged $280?
@ns3zff
Check your previous bills. Was the iPhone 12 100% paid off? Or was it still under installments at the time you upgraded? If it was not paid off, you would have been eligible for the for an upgrade deal, but not the $5 iPhone deal that you saw advertised which was for trading in a 100% paid off phone
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JefferMC
ACE - Expert
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36K Messages
26 days ago
Yeah, I forgot to account for the $10 paperless/autopay discount.
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ATTHelp
Community Support
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232.9K Messages
26 days ago
Hello @ns3zff,
Your contribution to AT&T is highly valued, and we certainly don't want you to be feeling this way about our services.
We do see that you have an issue 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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