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catesjrc's profile

Tutor

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12 Messages

Friday, October 11th, 2019 12:55 PM

Closed

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.]

Community Support

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230.7K Messages

4 years 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

Tutor

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12 Messages

4 years 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.

Community Support

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230.7K Messages

4 years 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

Contributor

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2 Messages

4 years ago

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

Tutor

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12 Messages

4 years 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

4 years 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

4 years 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

New Member

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1 Message

3 years ago

Same issue here too. Ported over 3 lines in July 2020, paid down payments ($750/$750/$435) for all 3 iPhone 11 max pro’s. The trade ins were suppose to net us $700 each in credits (spread across 24 months on our bill)  When the new phones came in, we sent back 2 IPhone 7’s and a Samsung Galaxy. Used the boxes and shipping labels provided. It’s been 4 months and they say they have not received them. So no credits. We call and call and call. They should have the tracking numbers for the return labels. But no one there knows how to find out. Worst customer service we have ever had. Wish we never had switched from our other provider. 

New Member

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1 Message

3 years ago

I am having the same issue. A ups label was provided to me via email directly from an att associate over the phone. I even questioned "you do not send a box and return label for me? I have to box this in my own box? How to I make sure it is returned undamaged?" The lady told me to make sure I put plenty of padding in the box. Which I did. I have been fighting this since July. I originally thought the charge was for a different trade it since another phone was upgraded right after I upgraded mine. I said this multiple times when speaking with customer service. Not once did anyone I spoke with say "no, this charge is phone the iPhone, not the samsung". It wasn't until I got the credit for the samsung, and the non return charge of $550 was still on my account that I figured out which phone they were charging me for (sent iPhone on July 9, it is now october". I did not keep the email (stupid me) with the shipping label info that was sent to me. My last conversation with someone on 11/26 someone finally found that RMA was canceled after it was created and emailed to me. She stated that the phone more than likely make it to the warehouse and is just sitting on a shelf since there is no info to go with it. So the girl who originally provided me with the shipping label did something wrong on her end. A case was opened,, but i received a text yesterday stating it was denied.. I do not understand how ATT does not have this stuff attached to your account. I am beyond (Edited per community guidelines) and plan on calling again today since they were closed yesterday I have been with att for 10 years, loyal customer with plenty of upgrades with no issue. If this charge is not taken off my account I will be canceling the three lines I have with them, even if that means having to pay off the new devices we have to do so. I will not continue to pay for a service from someone who is of no help 9n an issue that THEY created.

(edited)

New Member

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2 Messages

3 years ago

I've just started along this same journey.  Switched over from Sprint to AT&T in early Novermber.  Traded in 3 phones towards 3 new phones and lines.  Shipping supplies for trade ins never arrived at my house so I called and was emailed 3 shipping labels.  I dropped them off at USPS as directed.  I've since been told I was emailed return labels and not trade in labels (I was sure to state three times to the agent that these were trade ins, not returns, and she assured me she understood).  I've called and been on chat with nearly 10 different people between USPS, AT&T, the trade in department, the courier, etc, etc.  Nobody wants to take ownership of this problem and nobody seems to be able to assist.  I just keep getting new phone numbers to call.

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