iPhone Upgrade

If you upgrade your line, you absolutely do lose credits. You would also be required to trade in your existing phone if you haven't paid it off 100%.  Returning the phone with wipe out any remaining installments, but as I said it also means the end of the credits as well. 

The phone is not an AT&T product. Only the service is. If you have a problem with the phone, contact Apple directly. 

You don’t have to buy from ATT. Buy directly from Apple and trade the 12 in to Apple. Another option is have the battery replaced. Whether it’s an issue with that phone or not, it’s apparently not all phones. My wife has a 12 mini and has no such battery issue.

Re: “My wife has a 12 mini and has no such battery issue.”

I never had an issue until AT&T “upgraded” to 5g. I went from 5 bars to 3 bars, even with 5g disabled, and suspect that at least part of the increased battery drain is attempting to stay connected now. 

Also the battery capacity says it’s only at 91% now which Apple says is normal aging but a nearly 10% loss in total capacity in just a few months still seems excessive. 

Re: “You don’t have to buy from ATT. Buy directly from Apple and trade the 12 in to Apple.”

Not a solution as I’d still lose the remaining credit for my previous trade-in. 

At its best this is poor customer service. It wouldn’t cost AT&T a thing to apply the remainder of the discount to my account and allow me to pay off the balance. 

Re: “You would also be required to trade in your existing phone if you haven't paid it off 100%.”

AT&T Customer Support did not offer that option, but the loss of the promised credit remains a non-starter. 

Re: “You don’t have to buy from ATT. Buy directly from Apple and trade the 12 in to Apple.”

Not a solution as I’d still lose the remaining credit for my previous trade-in. 

Actually, you can do just that.  You still have to keep making the monthly payments on the 12, but you’ll also keep getting the credits.  I know it works because I did exactly that.  I have an unlocked iPhone 13 that bought from Apple, and used the 12 that I bought from AT&T as a trade in.  I’m still getting a monthly charge for the 12 on my bill, as well as the monthly credit.  As long as you keep paying for the phone and keep the service, AT&T doesn’t care whether you still use or have the phone or not.  And, Apple doesn’t care whether a trade is locked to AT&T or on an installment plan.  As far as they are concerned, that’s between you and AT&T.

Also the battery capacity says it’s only at 91% now which Apple says is normal aging but a nearly 10% loss in total capacity in just a few months still seems excessive

How old is your phone?  I think everyone was assuming that it’s over a year old, but if it’s not, then it’s still covered under the Apple 1year warranty.  If Apple doesn’t think it’s a problem or doesn’t want to provide warranty service on your phone, then that’s between you and Apple.  AT&T has nothing to do with the manufacturer’s warranty.

Re: “You would also be required to trade in your existing phone if you haven't paid it off 100%.”

Not sure what this means.  If you want to trade in a phone to AT&T, it needs to be paid off.  The only exception is the Next Up program where you can do an upgrade if you’ve already paid off 1/2 of the total and trade in the old phone.  But you have to already be on that program, which costs $5 extra a month, I believe.  They aren’t just going to take your old phone in lieu of whatever you still owe on it.

Just in case you misunderstood @sandblaster

And @dwill05  wrote...

If you update directly with apple, having absolutely nothing to do with AT&T but using apples own upgrade and financing program, AT&T has nothing to do with it, and it will not affect the credits that you are receiving on your line. The phone you purchase from Apple will be brought to AT&T as a BYOD. 

Ah, simple. Not. The phone is a bit over 6 months old. Apple warranty support techs say what I'm experiencing is normal. I disagree, but have no other recourse that I'm aware of, which is why I was looking at the possibility of replacement. However, I simply can't afford the full price of a replacement phone in today's economy. Even with Apple's direct trade in option I'd essentially be paying more for a "replacement" than for a new phone. Ah well, (Edited per community guidelines) to be me I guess ... but thanks for all the suggestions!

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