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Thu, Oct 29, 2020 9:08 PM

AT&T Trade in sent to the wrong location

Sent iPhone trade in using the label that was in the new iPhone box.  I received a return package a week later.  I sent an email to the listed trade in program using a read receipt.  It was read but no answer.  I tried the 888 number and it rings once then drops to busy. What should I do ?


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140.5K Messages

a month ago

Hello @drporter,


Thank you for your concern.


Try contacting our HYLA department at 877.244.9829.


They confirm if the trade-in device has been received to appropriate department and can answer any trade-in rewards inquiries.


They can provide you with the next best step to resolving your concern. 


Customers have 30 days to complete their trade-in after they activate their new device.


If you ever have any other questions or concerns in the future, feel free to reach back out as we are always here to help!


Jonye, AT&T Community Specialist







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10 Messages

a month ago

This is a miscommunication by AT&T that needs to be addressed.  I did the same thing, there were instructions in the box that seemed like they said to do so!  Following to find out if anyone gets it resolved.  I called 877-244-9829 to have a case escalated but I don’t have the tracking or IMEI of the phone.  


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