AT&T Lost my trade-ins

's happening to enough people that it's time for a class-action (Edited per community guidelines).

Thank you @brg780! I called the  888-445-600 number and got some service!

Delfine took my information, took my IMIE numbers from 4 trade-in phones, and took care of everything (fingers crossed). 

I sent 4 phones as a trade-in promotion back in December (20) and no one even registered them as trade-in nor did they try and give the promotional $700 credit. What a scam.....I hope I get my deserved credit in my 3-5 billing cycles....I'm holding on to hope. 

Going on 6 months here. I am now on my 8th "waiting 1-2 days for a response from their investigation team." 
No one ever calls. No one ever responds to emails. 

IMEI is not in the system. 
Tracking clearly shows its in AT&T hands and has been since Nov 2020. 

I will be filing a BBB claim as suggested by others. 

We are going through this same problem. They lied and said they would fix it, we finally fix, the store said they would credit us every month because their employee lost it, stole it, whatever, a manager said he got everything taken care of. This has gone on since we got the Note 20, 7 months.  These people lie lie lie. It has gotten to the point where they don't answer the phones for us. The promotion was trade in your current phone and get the Note 20 free. I traded in 2 phones no problem, but the third, they said we can't find the phone. We see you paid off the phone the same day you got the Note 20, but we can't find it. So it's your problem. They are awful. 

Great advice. I have spoken to ATT every month for the past four. I do have proof of delivery and used the return box provided. They are simply saying they don't have the phone and there is nothing they can do. Either I want my iphone back or the credit promised during the promotion. I am going to file a complaint with BBB. What entity am I filing a complaint against, location etc? Should I also file a complaint with the location that received my phone trade-in?

I just spent about 4 hours over 3 days trying to resolve a similar issue.  I spoke to 18 people in too many departments.  PAINFUL.    We bought 2 iPhone 12s in October from Apple.com, applied for the trade in for an X and a 7, and never heard back from At&T.  Today I finally got help with an escalation.  They found the IMEIs for the 2 returned phones and could tell they went back to the wrong return center.  They say we will get the enhanced trade ins.  You should call 800-288-2020, and escalate to a manager and have them track any return IMEIs.  The first manager really didn't have an answer for me, and I made him get his manager (I think the first was only a team lead, in retrospect). And don't accept a manager call back in 72 hours.  In any case, I wanted to post to help someone avoid the pain I had to experience.  

He said 7 to 10 day response, but will most likely be 2 to 3 days. He did see my IMEIs had been returned, but to the wrong return center. I think this is key. 

Call 888-445-6005!

Report to BBB. 

I got an almost immediate response from Gina Garcia, office of the president (shaw, right). 

Gave her all the IMIE numbers. Of course they are waiting to "find" the phones. 

When I called the  888-445-6005 number, Delfine said AT&T doesn't care about the phones. 

I text, email, and call almost every, single day. I'm that person right now because this is about principal and money. "you're messing with my money, you're messing with my emotions" 

As of right now, I'm on strike and not paying my bill.

@ATTHelp 

Are you going to respond to any of these comments and how we've been left with no other option then consult the BBB for support?

Quite a lot of comments, what an odd coincidence, right?