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A

New Member

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2 Messages

Sun, Sep 26, 2021 3:34 PM

Another "Lost" Trade In Phone

I traded in an iPhone XR and upgraded to an iPhone 12 Pro Max. Using your label, I shipped my own phone in. The tracking shows that it was received several days later, yet several months later I still haven't received my $700 credit. I've used chat to talk to customer service and have called your customer service line and was told once that the credit is on the way, and also told that so sorry, it's lost, too bad. I'm thinking about asking my lawyer friend to help me file a small claims and reporting you guys to the better business bureau. I have gone to the postmaster of my local post office and have a print out of the tracking history showing the phone was received by your courier company. I think this is highly unprofessional and shady. I see here on the forums that a LOT of trade in phones seem to go missing. Someone in law enforcement or maybe the government needs to know about all these "missing" phones. It must be a very lucrative side business for AT&T. All these "missing" phones.

sandblaster

ACE - Expert

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54.5K Messages

2 m ago

What label did you use, the one that came with the phone or did you wait for the label specifically for trade ins? If you used the label that came with the new phone, you sent your trade in to the wrong place. Regardless, your best chance to resolve is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you.

New Member

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2 Messages

2 m ago

I used the mailing label that their customer service agent emailed to me. I never got a label with the phone they sent me so I had to contact customer service to get a trade in label. I printed it, affixed it to a box and took it to the post office with my phone inside, packed in bubble wrap. I've done everything they have ever asked me to do.

sandblaster

ACE - Expert

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54.5K Messages

2 m ago

If you had a label emailed to you, they likely screwed up because that’s not the way you should get a label for a trade in. They are supposed to send via mail both label and materials to use to mail the phone. File the complaint as suggested, many have gotten their lost trade in issue resolved that way.

ATTHelp

Community Support

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176.7K Messages

2 m ago

Hello @authorjosephduncan,

 

Thank you for reaching out to us. For questions about the delivery confirmation of your mailed trade-in, please contact our Trade-in Support line at 888-445-6005. Hope this helps!

 

Sean, AT&T Community Specialist

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