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Tutor

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12 Messages

Fri, Oct 11, 2019 12:55 PM

Lost trade in

Purchased iPhone 11 pro max on Sept 13, 2019 from AT&T store.  Received the 11 on Sept 20, 2019.  Took my trade in iPhone 10s max to USPS on Sept 23, 2019 per AT&T's instructions.  I have my Post Office receipt and tracking number.  Tracking still shows the 10 at the post office that I left it at.  I visited the post office on Oct 7, 2019, two weeks after leaving it there.  They said that it is not in their warehouse, so it must have been picked up by someone.  They do not have any paperwork showing that it was picked up.  I have contacted AT&T by voice and chat.  They can only go by the tracking number that I gave them.  They say it is in transit.  In the meantime, I am getting texts at 3:00 AM in the morning stating that I need to return the iPhone 10 or pay $624.91.  Legally I think my responsibility stopped when I gave it to the Post Office, as AT&T was paying the freight and I was following their instructions.

Also receiving E-Mails demanding that I return the phone.  Today is Friday, Oct 11, 2019.  It will be 3 weeks on Monday since I left the phone at USPS.  Surely, a big company like AT&T can check with NEWGISTICS,INC (who was supposed to pickup from the post office) and find out what is going on.

I purchased the Apple Watch directly from Apple at the same time that I ordered the phone.  I have sent the Apple 4 trade in by UPS.  It was received and $100 credit issued within a week of shipping the watch back.

J [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Responses

Brand User
ATTHelp

Community Support

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134K Messages

a year ago

Greetings @catesjrc,

 

We're sorry to hear that you had deal with this issue for so long. We'll like to get to the bottom of this for you.

 

When you returned the trade-in device was you given a returning box label from AT&T? Please let us know to better assist you.

 

Jacob, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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12 Messages

a year ago

Of course, I used the label included in the box that the phone 11 came in.  Returned in the box that the 11 came in.  At&T should have a record of the label that was in the box and know that it is the tracking number that the Post Office is showing.

Brand User
ATTHelp

Community Support

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134K Messages

a year ago

Hey there again @catesjrc

 

Thanks for providing an update with that information. We'll need to send you a private message to try to take a look into where you order is at.

 

We'll need some account information, along with the tracking label number or the IMEI of the returned device. You should expect a message soon.

 

Jacob, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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2 Messages

a year ago

I have the same problem, att is not helping whenever i call. 

Tutor

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12 Messages

a year ago

You should have a copy of your shipping label and receipt from USPS.  Then keep bugging AT&T

New Member

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1 Message

2 months ago

I am having the same problem. Used the USPS return label provided by AT&T and they cannot find my phone.  Each time I call I get the same answer, they are opening an escalation investigation and no credits to my account.  The Trade In Program is the reason we switched to AT&T and so far not impressed with the level of customer service.

New Member

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1 Message

2 months ago

I’m having the same exact issue. I sent my phone back in the box I received from the iPhone 11 and haven’t received my promotional $300 credit. Post office confirmed it was received at the warehouse destination. I have called 4 times and hear the same thing that the problem is being escalated and no one is calling me back or emailing me with an update. They’ve lost my phone and should pay me for it. I did exactly what was asked of me and have been a loyal customer for many years. This has upset me so much that I’m searching for a new provider. 
Suzanne

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