AT&T Not Honoring Trade-In Promotion

First of all the likelihood of AT&T knowing anything about your trade-ins is pretty slim. They don't go to AT&T none of them do. All of the trade-ins from all of the service providers and the manufacturers go to a completely third party.  

The tracking information should be followed through the postal service and the courier all the way to Assurant Mobile in lavergne Tennessee to assure that your phone did go where it was supposed to go.

If you have pictures of your shipping label and saved tracking information, you need it.

And file a better Business bureau complaint online. Better Business bureau complaints are forwarded to AT&T upper Management and someone will contact you.  They will want whatever tracking information you have saved.

Hi @emilyjhonson,

We hear you, and let's get the help you require.

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: AT&T Customer Service - Phone Numbers & Live Chat (att.com), 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.

Let us know if the above information helps!

Thanks for visiting AT&T Community Forums.

Kelly, AT&T Community Forums Specialist.

Hello @czcarlso28, we hear you and understand the importance of Trade-in 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 (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

@ATTHelp what is the best way to get into contact with someone beyond level 1 support? I was on the phone with level 1 customer service for 1 hour and 20 minutes yesterday without any resolution and would like to connect with someone who can resolve my issue. I was repeatedly told during my conversation yesterday that "corporate" would not approve the credit even though during my previous conversation on 2/16/24 with customer service I was assured my trade-in was complete and I would receive my credit on my next bill. When I asked if I could speak to "corporate" I was told this was not possible and I am stuck paying for the device even though I was assured during my previous converation this would not be the case. My next avenue is likely to file a complaint with the Better Business Bureau as @formerlyknownas suggested. I am most frustrated as I would have never upgraded my phone or switched carriers if I could have anticipated the poor level of customer service I have received so far.

The only way is to file a BBB complaint like suggested previously. 

No point contacting atthelp 

Do the BBB complaint 

Thank you @Lockdowncraziness & @formerlyknownas  - I have just submitted my BBB compliant.