The new iPhone 15
bkorff's profile

New Member

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4 Messages

Thursday, July 13th, 2023 4:04 AM

No credit for paid off traded in phone since Jan 23

Hello,

Back in Jan 23 I had upgraded my phone as well as my sons phone. My sons phone was paid off however its been since Jan 2023 and i still have not received and credit whatsoever on my monthly bill. I had done the transaction at the following store below. A few people from that location i found out were terminated around that same time as this happened. I have called AT&T customer service and have been told that they had not yet received that phone so I went back numerous times and had always been told that it would get applied soon, no follow up, no credits of any sort. I then filed an ethics complaint and that somehow got me in touch with a regional/division manager, Richard Puente, who since June had mentioned that he would take of this for me. I have left numerous texts and a few phone calls. This past Monday he had mentioned that he would find out what happened and at least issue me a credit for June but that has fallen short. He fails to follow through or just gives me empty promises. Real crappy customer service! I really need to find out what happened to the trade in phone as well as why i haven't received credit for it! I've never had a problem like this before.

1895 George Dieter Drive
El Paso,  TX 79936

Accepted Solution

New Member

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4 Messages

9 months ago

I appreciate it dwill05

ACE - Master

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10.4K Messages

9 months ago

File a BBB or FCC complaint to get it escalated.  Hopefully you have documentation showing you either sent or handed off the trade in to them.

Community Support

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231.2K Messages

9 months ago

Hello bkorff, we're here to help with your trade in.

 

We understand the impact of not receiving a trade in credit. Let's meet in a Direct message to review your account. Please check you Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the forums).

 

Looking forward to speaking with you soon.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist

ACE - Expert

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32K Messages

9 months ago

@bkorff 

As this is a public forum, never post personal info (such as your address) otherwise you open yourself up to issues in the future. Just something to be cautious of.

ACE - Master

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10.4K Messages

9 months ago

@Juniper  Pretty sure that address is of the AT&T store where he did the trade in, not the OP’s own address.

New Member

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4 Messages

9 months ago

Good news… got it all resolved! DM and executive office were able to assist with this issue!

New Member

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4 Messages

9 months ago

@Juniper that is the stores address not my personal address.. thanks though!

1 Message

2 months ago

I am having issues contacting - or hearing from Richard P as well.  We were over charged - 3 phones instead of 2 ($900.00+) - and have yet to receive a refund; since November 2023.  Mr. P and his sales team confirmed that they made a mistake and our refund is due - on its way; etc.   As of today, we are still waiting.   ATT Help & ATT Community Specialist, please contact me.   

Thank you. 

(edited)

ACE - Master

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10.4K Messages

2 months ago

@ilorra  For your protection, please remove your email address.  No one from AT&T is going to contact you.  They will tell you to contact them.

https://www.att.com/support/contact-us/

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