The new iPhone 15
nathanmccarty's profile

3 Messages

Wednesday, November 1st, 2023 5:16 AM

Lost my trade-in

I was convinced switching from Verizon to AT&T was the best option for me. I couldn’t have been more wrong, everything was fine until they couldn’t locate my family’s trade-ins. Not a single employee, not even the man that set up my plan can help me resolve this issue. Why is this such a problem for so many people? How is there no reinsurance for AT&T customers? I’ve never been more unsatisfied with a company in my life. I can’t even cancel my plan and get my old phone back because they lost it. This is theft!

ACE - Sage

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117K Messages

6 months ago

How did you process the trade-ins? In person at a store, with a receipt provided at the time of trade in? Or did you mail the phones? In which case you should have gotten a counter receipt from the post office and saved the tracking information?

Community Support

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231.2K Messages

6 months ago

Hi @ nathanmccarty, we're here for you, and would like to turn the experience around with AT&T for you.

We understand this is a difficult situation to be in. Rest assured, we are here to give you the right information. 

We are going to initiate a DM. Please look out for a DM notification from us. (For your reference it is the bell icon on the top right-hand corner of the forums).

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,
Susan, AT&T Community Specialist

3 Messages

6 months ago

I have the tracking information the package is gone my phone was lost. This is an ongoing issue with a lot of customers, they have you send in the old phone unlocked with no Apple ID. Anyone can steal the phone for whatever reason and I can’t report it a lost or stolen because it’s an unlocked device.

ACE - Sage

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117K Messages

6 months ago

Just an FYI we do advise making your purchase and your trade-in at an AT&T store (or Verizon, t-mobile, as the case may be)   

The package for the trade-ins all look the same, people at the post office certainly know what they contain. If you do not check them in over the counter and get a receipt there's no evidence your phone was ever even mailed.   

If you do your trade in in-store you get a physical receipt right away, AT&T cannot deny a trade-in that occurred in a store when you have a receipt for trade in

3 Messages

6 months ago

This is a problem for multiple AT&T customers, they offered to come to my home to make the upgrade. I did everything they asked me to do, everything. The iPhone 12 that was stolen was no longer mine or in my possession, AT&T shouldn’t let that happen. There is no reinsurance for the customer, I went in store and they were extremely rude and said there is nothing they can do and it’s not at&ts fault. I will be switching back to Verizon as soon as I get credited. I’ve hired lawyers and even made a police report about the usps store.

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