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M

New Member

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6 Messages

Sat, Mar 27, 2021 1:48 PM

AT&T lost my trade in phones

We traded 2 phones and never received credit. 5 months I have worked through customer service, trade-in department and customer service specialist with no one able to resolve. I have had horrendous customer service and been with AT&T since 2002!  I received a text that told me my case was resolved (I’ve never received a call back, always had to initiate a call) to my surprise they closed my case and said I owed full price because they couldn’t locate the phones. We placed our phones in the box and used their shipping label... what a scam. Their customer service reps say this is happening a lot and they know AT&T is lacking leadership on this and instructed to keep pushing it off in hopes everyone will eventually give up. Look like enough for a (Edited per community guidelines).

JefferMC

ACE - Expert

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29.9K Messages

2 y مضت

Because discussion of legal matters are not allowed per the community guidelines.

New Member

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6 Messages

2 y مضت

Holy cow ATT really does censor everything and won’t allow any speech contrary to their management

JefferMC

ACE - Expert

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29.9K Messages

2 y مضت

Oh, no.  You can say negative things about AT&T.  And you did.  And they're still there.  But you cannot discuss legal action.   You agreed to that when you signed up for a forum account. You can't use some offensive or trigger words (as defined by the moderation staff).

AT&T's customer service stinks, because they've scaled it back to the minimum amount they think they can get away with.  See... that statement's still there.

If you shipped your old phones back in the return boxes they came in, that's where your problems began.  That's not where they were supposed to go.

sandblaster

ACE - Expert

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59.8K Messages

2 y مضت

Holy cow ATT really does censor everything and won’t allow any speech contrary to their management

No they don’t. It’s a bot that automatically edits certain words and you used a word on the list. As for your issue, what you need to do is escalate to corporate by filing an FCC or BBB complaint. As noted, if you used the label that came with the new phones, you sent your trade ins to the wrong place. Hopefully you kept the tracking information for the trade ins.

New Member

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6 Messages

1 عام مضت

I filed a complaint with the BBB and received a call back the following day from the office of the President of AT&T. The lady was dismissive and in short told me it was my fault and I'm responsible and nothing else they could do. If I wasn't happy I could respond dissatisfied and they would respond again with the same results. AT&T Office of the President received a rebuttal notice for customer. The notice contained no information that required further review. As such, AT&T's position remains unchanged. I asked the rep if they investigated my case or was just a phone call to dismiss my complaint. She assured me my complaint was fully vetted and no change in AT&T's position, I was at fault and responsible. I informed her the day after we spoke they had found my phones in the boxes and the rep apologized apologized and that I had done everything correctly. The office of the President was dismissive and not genuine. Her response when I told her I would appreciate her updating herself on my complaint before calling and knocking another complaint off the books... well good luck with that. She wasn't even curious how AT&T was at fault and how could they could learn from this to be a better company.   It has taken 6 months and determination to work through this, but as for now it seems successful.

Lessons learned

1) don't give up, they are paid at the upper levels to make you go away, they didn't like the BBB complaint and wanted it to go away. When I refused she became angry and dismissive.

2) keep working with the lower management, they do care and put the effort in (they will even tell you how bad the issues really are and no faith in upper management or the organization.

3) don't work with the trade-in dept, they are 3rd party and finally said we screen the calls but don't have access to any AT&T information.

4) If you cant get AT&T to locate your phone file a theft of mail report with them and they will work with you on the lower management levels.

Lastly... your phone is probably sitting in a box in a huge pile like mine was, with your return address on the incorrect label AT&T printed off for you. They are aware of the problem just given no direction from management on how to address the issue. I had 4 really caring people from customer service help me, and frustrated like me, thanks to them (not AT&T company) my phones were found and documented AT&T was the issue, unlike what the office of the president wanted to imply.

New Member

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2 Messages

2 m مضت

This is happening to me too. I’ve made several calls and many chats about it and still no resolution. I just filed a complaint at the BBB. I feel like I’m being robbed. 

New Member

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2 Messages

1 دقيقة مضت

Same thing is happening to me. They tell me that I need to contact the shipper to find the device because they dont have it. My question is this.. if they print and send the return labels then why dont they have the tracking numbers documented? I have an $800 trade in device just seemingly "lost". I came from TMobile and am honestly considering going back. The grass is not always greener on the otherside guys.

JefferMC

ACE - Expert

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29.9K Messages

1 دقيقة مضت

Since they printed the labels, they have the relationship with the shipping; you cannot get anywhere them.  However, in any similar situation in the future, you should make sure that you have copies of those numbers for your benefit, and--whenever possible--get a receipt showing that you delivered the package to the shipper.  

Packages get lost in shipping; that's a thing.  You need to be prepared. Should AT&T be able to tell you the package ID numbers they created?  Yes.  Yes, they should.  But you won't get that out of them, so you need to be prepared as well.

At this point, take it up with the BBB.  They'll hand it to AT&T and you'll get a call from the executive escalation team.  I'm not sure what they can do for you, but they're the only group that can handle a situation that's not within a standard deviation of exactly like it's supposed to be.

(edited)

New Member

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2 Messages

1 دقيقة مضت

I just filed a complaint with the BBB and the FCC and I will never again trust in someone else, especially not a business who is only out to make the bucks. I do take partial responsibility for not documenting that tracking number but they certainly dropped the ball here and wont admit to it and instead act like the problem is not theirs.

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