AT&T never received trade in phone

Thanks for your recent upgrade, @Bryan1932! 

We hope you're enjoying your new iPhone 12 Pro. We can definitely help you with Trade-in Support.

• How did you initiate the trade-in?
  • In-Store
  • In-Home 
  • Online
• If you sent the device - did you use?
  • The return label that came with your new device
  • The Trade-in Kit we mailed separately a few days after your order

We suggest reaching out to our AT&T Trade-in Support team for more information, and please follow back up with us when you learn trade-in status. We'll be here standing by! 

Keny, AT&T Community Specialist 

I initiated the trade in online. I used the return label that came with the device. I never received a trade in kit. I waited a week before sending the old device in but it’s been a month and haven’t received any news that they received the device.

I used the return label that came with the device.

 Unfortunately, the return label that came with the new device was for returning the new device, not the trade in. You sent your trade in to the wrong place. You aren’t alone, many customers did the same thing. Good luck getting it resolved, though. There is no clear resolution.

Hi @Bryan1932,

Thank you for reaching back.

There must have been an error responsible for you not receiving the trade-in kit. And since you have returned the device with the return label of the new device, we recommend you speak to HYLA on 877.244.9829. 

Let us know how it works out.

Doyin, AT&T Community Specialist.