Att is a rip off

Did you do this online at AT&T or did you go to a Retail Store or a Corporate Store?

The fact that you waited 4 months to review your bill indicates to AT&T that you were ok with the charges. You should have checked your bill every month for at least 3 billing cycles to make sure that the cost was what you expected.

Did you read the TOS for the trade-in? Did you check the AT&T website to make sure that the promo wasn't for just 2 phones and not 3?

It was at a att store. My account was set up by a manager.

Hey there @Castlew1980,

We understand, and would like to point you in the right direction.

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@Castlew1980  Retail Store or Corporate Store? They both look exactly the same on the inside so you need to ask when you go in. Retail Stores are independently owned and operated, totally separate from AT&T and are not staffed with AT&T employees. It's not uncommon for them to make "mistakes" or not clearly explains or even withhold some information in order to make a sale. They just pass the information on to AT&T who has no idea of what was said and/or promised to the customer. Technically you did business with the Retail Store, not AT&T. Unfortunately AT&T has no control over the business practices of the Retail Stores.

If it was a confirmed Corporate Store, that's a different matter entirely. Did you get a receipt and if so, what did it indicate? Waiting four months, Retail or Corporate, is still going to work against you. You can file an online complaint with the BBB. That will get forwarded to AT&T Upper Management and someone will contact you. They may be able to help especially if it was a Corp Store you went to.

So you didn't read your bill for 4 months. And then you don't read your emails for 2 months.  🤦🏼‍♀️

These phone offers to trade in your old phone and get a new one works with bill credits over 36 months. The phone is only "free" because you traded in a phone that met the requirements for the offer. 

The most logical reason for two of the trade-ins to work and the third one didn't, is one of your phones never got traded in. Either it got lost in shipping, or did not meet the requirements for the trade-in offer.   

It is now nearly 6 months later, any tracking information is long gone.  So the question is can you prove you ever traded in a third phone?  

AT&T would not be charging you a lump sum of $1,200 but they would be charging you and installment every month for the next 36 months. If you are paying your bill plus your installments, that would not be a reason to suspend service because your bill would have been paid in full. 

If you are suddenly being charged a full $1,200 lump sum, that's an entirely different problem. That is not because your trade-in phone was not sent in.   That would mean you canceled a phone line attached to an installment loan.  

Did you cancel one of the phone lines involved in this trade-in offer?  

Chatbot AI strikes again with generic information.

Gotta love the platitudes...

Like the OP didn't do all that already.

And what was wrong with my response? All of it was accurate with good advice.

@OttoPylot   Not you.  There was a chatbot response above my post that got deleted.

@dwill05  Ah. Thanks.