Troubleshoot your device issues
J

New Member

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1 Message

Monday, April 13th, 2020 10:56 PM

Closed

AT&T Lost my trade-ins

I cannot get anyone to assist me with the resolution to this problem I have spoken with customer service, the trade-in department. Neither of these folks (who are very pleasant) can help me. I returned four i-phones upon receipt of my new phones from ATT. I switched from Sprint to save money. However, my bills are twice what they were because ATT cannot locate my trade-ins. They are asking for the tracking number. I returned the phones in the packaging provided. There was no receipt. I see now that I am not alone. Seems this happens to many. What recourse do I have? I agreed to a 30 month contract to get new phones and less expensive service. Now I am getting creamed with bills twice what I had at Sprint.

Community Support

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229.6K Messages

4 years ago

Hi @Jimmieg,

 

Thanks for reaching out! Allow us to assist.

 

Which shipping company did you use to send these devices back? Your best bet would be to contact the shipper for the tracking number, and you can go from there. Let us know if you have any additional questions!

 

Collin, AT&T Community Specialist

New Member

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1 Message

4 years ago

Same thing happened to me.  I sent mine in with their provided label and it disappeared.  AT&T customer service is useless and won't get you anywhere.    Call AT&T trade in support, 888-445-6005.  Your trade-in phone is probably sitting their unclaimed devices warehouse in Fort Worth, TX, where they are now saying mine is.  I'm working with trade-in support at the number above hoping to get this resolved.  

New Member

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11 Messages

3 years ago

I’m also dealing with the same issue! We joined att back in august the representative said he would make things easy for me to transition by sending the new phones in one box all I had to do was use the same box and the label they sent with to send trade ins. Here we are in December still with my bill high at 700! I have called att once a week for 5 months now for hours at a time and still have not resolved this issue! It’s such a headache and I don’t know what to do anymore! They also asked for a tracking number but the crazy thing about it is they should have a tracking number! How can a representative send a label and there’s no tracking on atts end??? This is by far so insane and frustrating I’m regretting switching to att! If you are contemplating on joining the att family DO NOT JOIN ATT! 

New Member

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4 Messages

3 years ago

I’m dealing with the same issue. I returned my device a month ago and checked my bill to see I never received the promised credit! They claim they can’t track my device! I don’t understand how you send a tracking number and return label for returning phones yet have no record of this?! Fraud! You are scamming customers out of their money and taking their phones to probably resell them and make a profit!! I’m ready to switch!! I’m so tired of this (Edited per community guidelines)! On hold for over an hour with no resolution. I keep being bounced around! 

(edited)

New Member

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2 Messages

3 years ago

I had the same thing happen to me, but luckily I had saved the tracking number for the mail-in label I used. Nobody on the phone was able to help me but the chat reps are amazing. 

First thing I noticed was that the phone was sitting at usps for more than a week, waiting to be picked up by an agent. I chatted with one of the chat reps, and she was able to schedule the pickup. 

Once the device was picked up, I kept checking with the chat reps online and they were eventually able to provide me the required credit as was promised. 

It took me a couple of sessions and continuous follow ups, but paid off at the end. They also gave me additional credit for all the hassle and waived off my activation fee. 

If you have your tracking number available, I would suggest talking to the chat specialists(regular ones, not trade in specific) and take it from there. 

Hope this helps. 

Thanks!!

New Member

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4 Messages

3 years ago

Any resolution for you?? We are going thru the same. Wondering if we should get an attorney involved and start a (Edited per community guidelines) against them!! This is crazy they owe us $1400. 

(edited)

New Member

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2 Messages

3 years ago

I returned my phone in October, never received a confirmation number. No one, not a single soul has helped me at all.

im paying a ridiculous amount of money and I can’t have help.

im so frustrated

New Member

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4 Messages

3 years ago

We have called every month since July. Spoken to the warehouse in TX. We have the tracking and proof it was delivered (in the envelope they provided) AND still no credit to our bills!!! They will not help us. My next step is filing a claim against their insurance because the lost the phones. No idea what else to do. 

New Member

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4 Messages

3 years ago

I’ve finally gotten some help with credits from the office of the president at ATT.

New Member

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4 Messages

3 years ago

@Smashly17 please tell us how you managed this!! 

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