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Lwilliams0581's profile

3 Messages

Monday, February 26th, 2024 6:16 PM

Att lost my phone

I traded in our iPhone 13 in October for an iPhone 15.  We never received a credit and the att store in seneca says they see on the video surveillance camera that we traded in our phone.  They have refused to help or give us a credit for the phone.  I have now been paying for a phone that should have been free.  

ACE - Sage

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117K Messages

2 months ago

Do you have the receipt?

3 Messages

2 months ago

They didn’t give me one but I have a text from the att employee saying he remembers me turning in the phone and the manager told me he saw in the camera that the employee took our phone for the trade.   

ACE - Master

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10.4K Messages

2 months ago

File a BBB complaint and give your evidence to the rep from the Office of the President who will contact you in response.  The store personnel have no power to give you credit.  In any case, it’s been over 30 days, so the system isn’t going to let regular CS do an override to give you credit, especially if it isn’t shown in the system that you ever did a trade.

Community Support

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231.3K Messages

2 months ago

Hello @Lwilliams0581, we hear you and want to help you with your Trade-in situation.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you for contacting AT&T Community Forums.

Ken, AT&T Community Specialist

 

3 Messages

2 months ago

Hi Ken, 

I have called Att about this issue and they called the store in January, which is when they reviewed the camera, and I thought it was going to be fixed but Att and the Seneca SC did nothing.  The manager told me the night my phone went missing is when the employee quit.  
I have tried everything except the BBB.  It’s crazy to me that a million dollar company is willing to lose a customer and their reputation over $1200.  

ACE - Master

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10.4K Messages

2 months ago

@Lwilliams0581  AT&T has a net worth of over $120 BILLION dollars.  Losing you or me, or anyone, as a customer means almost nothing to them.  People leave AT&T every day, while others swap to AT&T from other carriers every day.  They may say they care about each of us, but with the money involved and total number of customers, they really don’t.  It’s just a business.  As far as their reputation goes, this forum and others are full of stories about how AT&T have messed up, and their reputation doesn’t seem to have been affected, so I don’t think they are worried too much about it.

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