2 Messages
AT&T Not Honoring Their January 2024 "Samsung Galaxy S24 on us guaranteed. With Galaxy phone trade-in Any year. Any condition
In January 2024 AT&T was running the "the Samsung Galaxy S24 series on us, guaranteed with Galaxy phone trade-in. Any year, any condition. The promo clearly stated Any Galaxy S, Note, Z Any Year Any Condition.
Seeing this, I traded in two of my older Samsung Galaxy phones which I used to upgrade an existing line. The second trade in I used for a brand new line giving them additional business.
I went to check on the status of my trade ins and I am now being told the my phones do not qualify and customer service is continually repeating the "current" offered promotion to validate this. I've repeatedly stated, the "current" offered promotion is not applicable to me as I "Pre Ordered" the S24 under the January promo of Any Galaxy S, Note, Z series Any year, Any condition.
To make matter worse, the customer service rep keeps on citing the incorrect promotion to justify why I do not qualify. They keep on citing the new "current" promotion that is ongoing playing dumb on the January Promo.
This seems to be a recurrent theme with AT&T not honoring their promotions and warrants complaints to BBB, FTC/FCC. At point it seems like fraud from AT&T.
Accepted Solution
formerlyknownas
ACE - Sage
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117.2K Messages
2 months ago
And why wouldn't they repeat to you what they have access to, which is only currently available information?
Why are you not referring to the agreement, or the original published offer?
The date of your purchase determines what promotional credits you are going to get on your trade in. If you made your purchase during the pre-order, or while the any year any device was available, and you traded in your old phones within the 30 days required, then you would get full credits
When your credits are applied, which may not be till April, you will get retroactive makeup credits for the missing months. After that the credits will be $27.78 for each phone that was eligible for the $1,000 promotion.
I think this falls under: 'ask silly questions get silly answers.'. At least it does when you call AT&T customer support.
FYI your phones did not go to AT&T. At least they should not have gone to AT&T.
Your phones go to Assurant Mobile in Laverne Tennessee. Assurant Mobile is a refurbish and recycle business where all of the trade-in phones from all manufacturers and service providers go. They are not in any way an AT&T business or subsidiary.
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formerlyknownas
ACE - Sage
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117.2K Messages
2 months ago
Why are you even asking about the trade-in promotion for s24 preorder?
Under what circumstances someone telling you that your phones did not qualify?
Explain
It takes about 90 days to start getting credits, it has not been 90 days. Credit should start in the middle of April.
Since it sounds like you read the requirements you knew that your old phones had to be traded in within 30 days of purchase or activation of your new s24. And you knew you had to be on an unlimited data plan with a base price for one line of $75 or more.
Yes?
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cchameleon81
2 Messages
2 months ago
I am on the highest Unlimited data plan for every line!
I sent the phones back in as soon as the new phones received. ATT received them over 3 weeks ago.
I was simply asking customer service how much will the initial credits be when they are applied to the bill.
The response from them was oh no credits will be applied and the rep citing the "current" promotion.
Thats why I am a bit perplexed.
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ATTHelp
Community Support
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231.6K Messages
2 months ago
Hi @cchameleon81, we hear you and want to help with your Trade-in situation.
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 for contacting AT&T Community Forums.
Ken, AT&T Community Specialist
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RHG
2 Messages
1 month ago
I am going through the same thing. I went to a store location, was told my trade in did qualify, it was also in great condition, so no issues there. Now I am being charge $1,299.00. I left T-Mobile to come to AT&T for this promotion and a new service provider. Sorry I did! This feels like fraud!
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formerlyknownas
ACE - Sage
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117.2K Messages
1 month ago
@RHG
That's how these promotions work. You are always charged for installments on your bill. It's a 36-month agreement.
Once you're trade in credits kick in you will get retroactive credits for any missing months and then the credits will appear on your bill to offset part of your installments.
If you cancel early the credits will stop and you owe whatever is left on the phone installments. That's how they keep you for 3 years. It would have been the same, and the description is the same on T-Mobile's website, and Verizon's website for their trade in deals
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RHG
2 Messages
1 month ago
formerlyknownas: Thank you and I appreciate your response! When I spoke with the AT&T representative by dialing 611, he told me my trade in did not qualify. I told him the the S24 under the January promo of Any Galaxy S, Note, Z series Any year, Any condition. My Samsung trade in was in great shape and working. He then said the trade in value was $5.00.
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formerlyknownas
ACE - Sage
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117.2K Messages
1 month ago
@RHG
If you were only issued $5 credit, which likely was book value for the device, there are possible reasons...
1. That you did not have a qualified unlimited data plan with a base price for one line before any discounts of $75 or more. For example the current starter plan qualifies. Plans with a stated amount of data, the value plus, or the 55 plus plan do not qualify.
2. The phone was not factory reset or blacklisted.
3. You paid for the device in full up front rather than using installments, or paid off the device before your credits began.
4. You did not mail or turn-in your trade-in phone within the required 30 days
5. You didn't say what phone you traded in, so less likely that you traded in a phone that did not qualify for the offer.
If none of these seem to apply to you, you can file a better Business bureau complaint online. The complaints are forwarded back to AT&t upper management and someone will contact you in 2 to 3 business days.
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Jagoff
2 Messages
1 month ago
It's definitely fraud. My husband went through EXACTLY what RHG went through and At&t customer service literally lied . " Kayla superviser, " argued every lie til she came up with a new one . My husband had to hang up on her, he is extremely frustrated.
Lie #1 ~ there was no phone in the box .
Lie 2~ it was another phone, not a samsung but the last phone he used on file. ( all of the sudden there WAS a phone 🤔.)
Lie 3 ~ oh IT IS A SAMSUNG, BUT VALUED AT $1. So it's NOT the phone they assumed anymore, it is a samsung, but only valued at $1.
We are on a budget like most Americans these days. We DO NOT buy thousand dollar phones .
I hope more come forward. Such a scam. (Edited per community guidelines) (Edited per community guidelines).
(ANY PHONE ANY CONDITION )
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fedupin2024
1 Message
1 month ago
My family traded in our Samsung Note 10s last year, 2023, under the any Samsung, any condition for a $1000 credit when you order a new S23. They received our old phones, said they qualified and we started receiving the credits in February. The 2nd month, March, 3 phones didn't receive the credit. I called, thought I had gotten it resolved, I am supposed to receive the credits and the past due credits the next month. April bill arrives and I'm missing credits, again. Called, again, and was told, again, each phone was eligible for the $1000.
May, I received the credits and the past due credits. Now, this not receiving the credits is on 3 phones, not just one.
June I received all credits, July I'm missing credits again. 2 phones are now getting credits, but 2 are not. Fast forward to August, all phones have been credited at least 6 times, which includes the past due credits. In September's bill 2 phones are getting the credits, 2 are not. I am still being told they were eligible for the $1000 credit. November, after calling for the 5th time, I am told there is a system malfunction and phone numbers that were receiving the credits have had the eligibility revolked. AT&T would escalate the matter and have the phone numbers reinstated to receive the credits.
Now, it's March 2024, 2 phones haven't received credits in over 6 months. The other two phones are receiving the bill credits. I called today and was told one of the phones was only eligible for a $35 credit. I told the agent I dispute that claim, based on what I was told previously. I was told they will expedite this matter to the highest person who handles this matter. I was told this before, but it never happened. I was also told the phone numbers were reinstated in December to receive the credits and all past due credits. The credits have never been applied to my account.
I have contacted AT&T 10 times. Each time I feel like I am being lied to but they sure want to sell me more lines, phones or devices. I won't say "_ell no" to the representative but that's what I am thinking.
I agree, this is a massive perpetration of fraud by AT&T. For me it started with last year's promotion and it looks like it has continued into this year.
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