Don't waste your time with the AT&T buyback program
AT&T's buyback program is a total waste of time. IF you should choose to use the ATT buyback program instead of selling your valueable phone to one of the for more reliable 3rd party options, see my personal experience as to why you should avoid. I traded in 2 iPhone 5 16gb in perfect condition - got paid for one - the other apparently disappeared along with my $200 credit.
-The convenient prepaid mailing label that AT&T offers is worthless and the key to why this program is terrible. There is no option to insure your package, or track it - which works perfect for them when can simply "lose" your phone and not pay you a dime. If you do choose to use this program, pay for your own shipping, insure your package, and make sure you can track it and prove it was received.
-Customer service is beyond abhorrent. The buyback customer service team is actually a contractor/not really AT&T and could not care less if you get your credit. Once my phone was lost, I called 5 times over the course of 4 months, had my case "escalated" each time - which apparently is their way of getting you off the phone without actually doing anything.
-The real AT&T customer service department will tell you they have no way of helping you with your buyback program issues, and will only robotically repeat what the contractors at the "Buyback Warehouse" tell you and refer you back to them.
-Apparently even though the AT&T customer service department tells you that they "notate" your account when you have an issue like this, those notes must not be readable since no representative after the fact can seem to find them or anything else related to any previous call you've made.
-The kicker to my experience was having a "customer service specialist" call me in response to the poor scores I gave on a customer service text survey after one of my dead end, hour long calls. She claimed to have "fixed" my situation immediately and said I'd be recieving my $200 phone credit within two weeks and was sure to "notate" my account in case anything happened. Seemed like a dream right? Except apparently it was a dream. 3 weeks passed and no credit shows up. So I call customer service like the nice lady told me to, and guess what? No one has any clue what I'm talking about. Just another two hours of my life I can't get back.
In summary, avoid the buyback program like the plague. After my experience, I"m out a perfectly good iPhone 5, have no credit of any fashion and can't even get an answer as to what happened.
This was my last ditch effort to get some sort of REAL response and service from AT&T after being a customer for 14 years I was treated as if they had absolutlely no interest in helping me whatsoever.
Sorry AT&T, you failed miserably.