Trade in package not received

Since the trade-in had to be completed within 30 days, if you waited three months for packaging to show up it's not showing up, and you are way past time to trade in your old phone. Sell it on swappa and move on.

I am extremely frustrated as well. I have called several times to receive a trade in kit so that I trade in my phone and receive the $800 credit applied to my account. Every time I call the representative said it will be shipped within 10-15 business days. It has been a month. I called today and now the trade in department is saying the IMEI has to be entered into the request from customer service department. I call them and they are clueless. Why is it so hard to get a trade in kit shipped for me to return my old phone. The promotion is IPHONE13800ZIP

Hello @robinkayy, we do apologize for the inconvenience of not receiving your trade-in return materials and we want to help.

Please be advised, trade-in shipping kits are sent to the address entered during check out. If you need a replacement kit one can be requested by entering your email and confirmation number through our online portal. (Trade confirmation can be found in the trade-in emails.)

Note: Once your return kit has been sent to us, you can use our online tracker to track the status of your trade-in.

Were glad to provide this information and let us know if you have any further questions or concerns! Thanks for reaching out to the AT&T Community.

Lynn, AT&T Community Specialist

Hello @Serinajones, we do apologize for the inconvenience of not receiving your trade-in return materials and we want to help.

Please be advised, trade-in shipping kits are sent to the address entered during check out. If you need a replacement kit one can be requested by entering your email and confirmation number through our online portal. (Trade confirmation can be found in the trade-in emails.)

Note: Once your return kit has been sent to us, you can use our online tracker to track the status of your trade-in.

We hope this information helps and feel free to reach out with any other questions or concerns that you have.

Lynn, AT&T Community Specialist

It’s been three months and I have not been credited for the phone I traded in 

-iPhone XR 

ready to switch phone companies

Hey there @Frustratedx2, we'd love to look into this for you. Let’s meet in a Direct Message to discuss your return credit. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

Darais, AT&T Community Specialist

We requested the return material to the same address as the phone and the phone arrived, the return box did not.  I have had 3 separate requests and no shipping material. If I request new packaging online then I restart the process and ATT will not honor the initial offering I signed up for.  Now I am told I can download a shipping form but this is nowhere to be found either.

Hello robinkayy, let's get you pointed in the right direction!

You can contact AT&T Trade-in team directly. Their contact information is 888-445-6005 Monday through Friday between 7:00 AM and 7:00 PM CST. Also Saturday and Sunday between 9:00 AM and 5:00 PM CST. Connect with an online agent now over chat Monday through Friday between 9:00 AM and 5:00 PM.

Let us know if you have any other questions or concerns.

Thank you for visiting AT&T Community Forums!

Carlton, AT&T Community Specialist 

I have the same situation. I wasn't sent the boxes for some time for the phones I upgraded and had to call many times requesting they send them. Finally, I got one box and sent if off. Then I got the other box days later sent the second phone off. I took photos of the phones and the boxes they went into to keep the tracking numbers in proper order. I got confirmation that the first one was there and processing. Finally, I got notification of my credit to expect. The second phone arrived days later at the facility and UPSP confirms it arrived. ATT has had me on the phone for the past hour telling me they have no record of it arriving and claim it was the wrong address. I beg to differ as they determined the address with their prepaid box... and the USPS information with that tracking number states otherwise. Now I am being told they have to investigate it more??? I've seen several other complaints, and this is exactly why I took the photos to begin with. They even had the nerve to try to sell me services while I was held hostage for their "back office" conversations. They want the IMEI now of the phone I sent them....well it only took 14 minutes with Apple to get that, so I hate to disappoint. I have my ducks in a row here- they need to step it up there. 

AT&T did this to me too. I called and called, spent hours on each call and spoke to supervisors, but the kit never arrived. I went to my local store and they couldn't help me.

Guess what? I got so fed up with it, I switched to Verizon, and I will take AT&T to court before I pay a single dime for their scam. Join me if anyone is interested in a (Edited per community guidelines) (Edited per community guidelines). we only need 20 plaintiffs to start the case. My email address: [email scrubbed].

It's time we teach AT&T a lesson that they are accountable for their actions/lies.