Trade In and Get Rewarded!
kayliegward's profile

4 Messages

Thursday, February 22nd, 2024 4:04 PM

Asurion trade in still in transit

I sent back my old iPhone 13 after doing an at home Asurion/AT&T trade on 1/25/2024. It is now 2/22/2024 and it is still saying on Pitney Bowes that it is in transit to the next facility. I do not want to be charged. 

ACE - Sage

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117K Messages

2 months ago

Asurion?  Is this an early upgrade return? Is this an insurance return? 

 

(edited)

4 Messages

2 months ago

This was an early upgrade return. @formerlyknownas 

ACE - Sage

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117K Messages

2 months ago

Do you still have the IMEI recorded someplace?  Save the picture of the tracking label?

And you have tracked through USPS and then Pitney Bowes?  

(And just to clarify why I asked... do not use the word "trade in" when you are speaking about an early upgrade return. They are two entirely different things as phones go to entirely different places and a different business. Trade-ins go to a third party Assurant mobile in Tennessee which is a refurbish and recycle business.  Your early upgrade, or insurance returns go back to AT&T.  )

4 Messages

2 months ago

@formerlyknownas yes I do have the IMEI and the tracking number. Yes, I have tracked it both on USPS and Pitney Bownes. And okay thanks good to know. What do you suggest I do? Should I go to an AT&T store and ask for help or wait it out? 

Community Support

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231.2K Messages

2 months ago

Hi @kayliegward,

 

We hear you, and let's get the assistance you require with device tracking.

 

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.

 

Let us know if this information helps.

 

Thanks for visiting AT&T Community Forums.

Kelly, Community Forums Specialist.

ACE - Sage

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117K Messages

2 months ago

Save screenshots of all records. If the phone disappears, or they return the box with some bogus old phone in it, then you take action. Until then, assume that the phone is going where it should and that even if you are charged it will be credited back.

Keep updating ...

4 Messages

2 months ago

@formerlyknownas update- USPS site says it was delivered today… “picked up and processed by agent”…. A whole month later 😅

ACE - Sage

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117K Messages

2 months ago

Not unusual. Pitney Bowes is a courier, the phones are delivered back to AT&T for an early upgrade but they may not open boxes and have time to process immediately

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