phone credit

What reason(s) are the giving you about why you're not getting the credits? Do you have a qualifying plan? Made any changes to your service? Paid late?

They say it has been a common problem of people not getting their credits.  Never paid late, have a qualifying plan.  Phone was received by ATT August 2023.  All I get is it will be on next months bill

Hello @nyinnj,

Thank you for reaching out to us. We understand your concern regarding credits, let's get the help you need.

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, 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.

Please feel free to reach us if you have any other questions.

Thank you for contacting AT&T Community Forums.
Kevin, AT&T Community Specialist.

I went to the contact us page.  It doesn’t let me reach you.  The chat tells me I’m not general enough.   You truly don’t want to help your customers.  I will again try the contact us, bu how about giving me a live person that can actually do something and not tell me I sent to my manager????

Ps. I have gone physically into the store for 8 months now and it still can’t get resolved!!!!

And I am about to file a report with the BBB and call the news so no one believes anything they say. 

Why have you waited this long?  File the BBB complaint.  You can do it online.

Who said it was a common problem? Returned phones don't go back to AT&T. They go to a third party who processes the returned phone and then notifies AT&T of the return and condition of the phone and then submits that information to AT&T.

Yes, if you have your receipts and tracking numbers for the return then do file an online complaint with the BBB so you can discuss the issue directly with AT&T. I'd do that now before the public forums go away because it's anybody's guess as to what kind of help you will get from the "new" Support system starting after the 27th of this month.

Literally millions of people trade in phones with AT&T every year.  It appears that the vast majority successfully get their credits.  Yes, way too many (dozens) post here that they have had problems.  Some of these problems are of their own making (didn't read what they were signing up for, didn't follow instructions, returned phone using wrong label, returned phone too late).  Some of these problems seem to be bad actors in the company that accepts trade in returns for AT&T and/or in the shipping line.

Given the percentage of people who have problems vs. the number who apparently succeed, I wouldn't advise people not to based on the problems.  I would, however, advise people to read the terms of the deal, ensure you have the correct service, only do trade ins in real AT&T stores, get a receipt for your trade-in showing the correct model and condition, and watch carefully for the credits to start.  If you must do a trade-in online, make ridiculous levels of documentation of everything.

@ATTHelp  I also went to your "support" page. All the Chat option does is continue to say "Loading" and never does load. Where is an email address to contact you? Also since you are abolishing these help forums, you need to increase your phone support to 24/7/366 as not everyone is able to call during your limited hours, especially since the "chat" option DOES NOT WORK.

@romad  There is no email address.