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New Member

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2 Messages

Sat, Apr 11, 2020 1:26 AM

AT&T lost my trade-in phones

On 11/14/2019 I switched from Verizon (worst decision I ever made) to AT&T and activated 3 Samsung Galaxy Note 10+s. I did this online and was trading in 3 phones for $700 credit towards each phone. It said online that they would send a white envelope to send the trade-ins to AT&T. I never received that envelope so I called on 12/05/2019 to see what I needed to do to send my trade-in phones. The person I spoke with said they would email me shipping labels. I printed the labels I was emailed and mailed the phones via USPS as instructed on 12/08/2019. The tracking # records the phones arriving at an AT&T return center in Fort Worth TX on 12/18/2019. From there no one has any idea what happened to these phones......

12/20/2020

Told by the first representative that they were in Tulsa and I would need to drive over 100 miles to retrieve them myself. (I was looking at the tracking info that said they were at the AT&T warehouse in Fort Worth TX)

I insisted for 30 minutes that I wanted to speak to a supervisor who magically saw that the phones were in the Fort Worth warehouse. Told to wait 2 weeks as the shipping labels I had been emailed were incorrect and the phones needed to be shipped to the appropriated warehouse to be processed.

01/01/2020

Called to check and was told the phones were still in the Fort Worth warehouse and they would be processed at their current location. Told to wait as this could take up to 6 weeks.

2/14/2020

Told they were still being processed but it should be completed within the week and needed a supervisors authorization. Told to wait

02/17/2020

Told they were now unable to locate the phones and they would search for them. Told to WAIT.

Figured I would give them a billing period to look.

03/14/2020

Told they were still searching and would now expedite the search to the next level someone would email me within 72 hours with the results. AND TO WAIT.

(No reply)

03/19/2020

Told they had no record of anyone ever putting in a search request.....They would now put in a request and expedite this with a response in 72 hours. WAIT.

(No reply)

03/26/2020

Told the search would be expedited and I would be contacted in 72 hours. This time was given a ICU case #. AND TOLD TO WAIT.

(No reply)

Figured with all the Covid craziness I would give them a few weeks.

04/08/2020

Told the search would again be expedited and I would be contacted in 72 hours.

Now I am getting worried that these phones are completely lost and will never be found! Am I just out the cost of these 3 phones and the lost bill credits because AT&T emailed me the incorrect labels and then lost my phones. I feel that 4 months is more than enough time to resolve this issue.

Responses

ATDoesntCare

New Member

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193 Messages

10 months ago

If you had looked here before buying, you would have seen that this happens all the time. Even if I went back to AT&T, I would never send them anything.

Brand User
ATTHelp

Community Support

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147.6K Messages

10 months ago

Hello @Desmar2u,

 

Thank you for reaching out to us. For questions about the delivery confirmation of your mailed trade-in, please contact our Trade-in Support department at 888-445-6005 for further assistance.

 

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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11 Messages

5 months ago

Hi @Desmar2u  Have they honored your trade in agreement and found your phone yet? Same thing happened to me. It’s a (Edited per community guidelines) of a scam they’re pulling. I was even told by an AT&T customer service rep that this is encouraged amongst employees so workers at the warehouse can steal the phones. 

(edited)

New Member

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2 Messages

5 months ago

They did find our trade-in phones about a month ago.  They applied our back credits to the account and said the remainder should be credited monthly (We will wait and see).  However I truly feel if I hadn't been totally anal retentive and taken pictures and screen shots of everything (requirements for the offer, phones and their condition, shipping materials, all the tracking results, and every phone call made) they would have simply said we are missing info and swept it under the rug.  First it was they didn't see where the phones were shipped, then that they didn't arrive at the warehouse, then a manager told me we probably shipped them empty envelopes (edited as per community guidelines) my off!), then the phones arrived but they couldn't find them without the imei #s,  then once they did find them they didn't qualify for the current promotions requirements (obviously our requirements were from almost a year ago!), then they couldn't find a list of the former requirements but because I AM VERY anal retentive I had a screenshot or photo for each issue.

After almost 9 months waiting and spending over 29 hrs on the phone with them they are now applying the credits.  I'm not sure if they actually decided we qualified for the credits or if they just realized I wasn't going to go away until we received what we signed up for.  The only advice I can offer is to keep calling and working your way through all the channels and take lots and lots and lots of pictures!

But one thing I do know is once these phones are paid off I'm going to another service!

 

 

(edited)

New Member

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11 Messages

5 months ago

@Desmar2u  Wow! Thanks so much for an update. And good to hear it is almost resolved. So sorry you had to go through all of that!  Very similar to my situation and I’m on month 5. I spend a few hours every week On the phone, here, email and social media. No clue how many hours I’ve put in. Far too many. As of now, I’m filing a police report that the phone was stolen at the warehouse and going to small claims court most likely. So frustrating. An instore employee told me to mail my trade in back in the box the new phone came in. So that’s what I did. On employee told me I should expect AT&T to keep trying to blame me for the mistake so they don’t have to honor the trade in agreement. What a mess. Fingers crossed my situation gets resolved soon. And I too will switch providers when this reaches some conclusion. Ugh. Thanks again!

New Member

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4 Messages

2 months ago

After doing some investigation, I have found out atnt has contract with HYLA MOBILE to process these trade in and they are not processing them. The packages are randomly getting lost. 

The best advice I was given is to file a complaint with Unites States Postal Inspector Office for Mail Fraud and your State Attorney office and Texas Attorney Office for investigation. 

USPS Postal Inspector: United States Postal Inspection Service (uspis.gov)

(edited)

New Member

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4 Messages

2 months ago

Also, google media outlets and email them with screen shots of this community forms. Be sure to give them all your facts. I'm preparing a blanket email to email all major media for breaking news.

New Member

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3 Messages

a month ago

I have this exact same situation and the phone was never found.

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