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Thu, Nov 5, 2020 7:39 PM

Phone Trade In program - no box sent

I signed up for the phone trade in program for the new iPhone 12.  We have 2 devices we are trading in and already received the phones 2 weeks ago as of tomorrow. We received the confirmation number that we will receive the box in 5-7 days which has obviously past.  I keep trying to call the trade in department and sometimes I get through, but after about 30 minutes or so it says the wait is extremely busy, try back later and disconnects me.  I try the online chat multiple times a day, for several days.  It always says someone will be with you in 2 minutes, but after hours, no one ever comes on to assist.  


Brand User

Community Support


147.6K Messages

4 months ago

Hello @PSUFamily,


We're very sorry to hear that you still haven't received your trade-in shipping materials.


We recommend that you visit the AT&T Trade-in Program website and select "Ask For Help" at the top of the screen to Request shipping materials for your mailed trade-in.


Hope this helps!


Sean, AT&T Community Specialist

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New Member


1 Message

a month ago

We sent a trade-in back in the beginning of January but were not give n a trade in number it was sent back in the box the new phone came in.

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