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ATTHelp
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Community Support

Community Support

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207.6K Messages

Friday, March 19th, 2021 3:48 PM

Check order or trade-in return status

Did you just order a new device or trade-in your old device through our online process? 

 

Find everything you need to know about your order or return on the order status page. (Note: If you initiated your trade-in in store or through an AT&T representative, you can check your trade-in status anytime. From here, you can:

  • Find out when your order ships.
  • Get the status and track your returned device.
  • See your estimated trade-in value.
  • Locate your trade-in number.
  • Learn about next steps.
  • Request a shipping kit or reprint your shipping label.

Still needing to return your trade-in? Get some helpful tips to ensure a smooth process.

 

How to Check

  1. Go to My orders.
  2. Do one of the following to see your recent orders:
    • Search for your order.
    • Sign in to myAT&T.
  3. Find the order you want to check. If you want to track your trade-in return, select See return status

David, 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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1 Message

2 years ago

I to am having the same issue with the AT&T Trade-In program and no one in the support center gives a crap. They are just call center agents, script reading, and passing me on from one agent to another who gives me the same (Edited per community guidelines) line about escalating my issue and that I will be receiving an email from the with 23-48 hours. Well, they lie, and because of this I will be filing a BBB and Consumer Protection Agency complaint against AT&T and it's Trade-In program today, and any other agency I can, because I find that the advertising of the trade-in option on the we(Edited per community guidelines)ite and television is false, as evidence by this forum page.&n(Edited per community guidelines)p;

Times, dates, and names of agents all in my file.&n(Edited per community guidelines)p;

Lets see if this lights a fire under them.&n(Edited per community guidelines)p;

(edited)

QDad

ACE - New Member

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271 Messages

2 years ago

Waltersbrgtt,

I'm sorry you are having issues with the trouble-ridden Trade-In Program.

If you are going to file a complaint, I suggest doing so with the FCC rather than the BBB. In my experience, and in reading these forums, the FCC complaint is more successful. https://consumercomplaints.fcc.gov/hc/en-us

You will be contacted by a representative from the Office of the President (OOP) and they will apply the bill credits you qualify for. For the OOP to issue you your bill credits, they will confirm that you met all the requirements for the promotion.

If you are on the phone with the Trade-In Department, you are no longer speaking to AT&T, you have been transferred out to a 3rd party contractor by the name of Hyla Mobile. They treat AT&T customers like garbage and you will never get any useful information from that company. No texts, emails, or calls were sent to me after more than 4 calls to them (lasting no less than 50 minutes each with most of that time on hold) and initiating "Investigations" and "Escalated Cases".

What reason are you being given for not receiving the credits? This will be important as you work the problem.

(edited)

rolldog

Teacher

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51 Messages

2 years ago

I upgraded my phone last year, November 17, 2020 to be exact. I've called 8 different times, and each time they were very apologetic and assured me I would receive my $800 credit. Now it's almost June, and I still don't have my credit. If you're an AT&T employee, please refer to case# 149281273. Every time I call, I have to explain everything from the beginning. I must have spent 12 hours total talking with people about receiving my credit. I'm about to cancel my account and move to Tmobile, despite being a customer for over 20 years. This whole trade-in is screwed up 

QDad

ACE - New Member

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271 Messages

2 years ago

rolldog,

If you met all the requirements for the bill credits, the Office of the President will likely apply your credits after you file an FCC complaint.

https://consumercomplaints.fcc.gov/hc/en-us 

Good luck!

(edited)

New Member

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1 Message

2 years ago

An AT&T representative came to my home to deliver a phone and asked me if I wanted to trade the phone I was currently using. She stated that the company was running a promotion and I would receive the new phone for FREE once I submit my old one using the box the new one came in. Well I mailed my old phone in for which was in excellent condition and provided the tracking to AT&T but I now I'm being charged for a new phone. I have called, emailed, submitted the necessary information for my trade and to no avail has this issue been rectified. I'm a long time customer but this issue has definitely soured the taste in mouth with AT&T. Can someone please assist with this matter.

rolldog

Teacher

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51 Messages

2 years ago

@karissaj1 I’m in the same position as you. I bought my new phone on November 17, 2020, mailed in my Samsung Galaxy S10+, which was in excellent condition, and I still haven’t received my credit. I’ve spoken with someone at AT&T 7 times, they’ve verified receiving my phone despite it being sent to the wrong place (I shipped it back using the box and label my new phone came in), I have 2 separate case numbers, and I still haven’t received my credit. After 2 more installment payments, the new phone will be paid for in full if the credit was applied, but I’ve finally filed a complaint with the FCC regarding this, which I recommend doing. I’ve at least received acknowledgment of my case being submitted to the FCC, and if I had to guess, the FCC will probably get my credit applied before AT&T can. As I mentioned earlier, I’ve spoken to 7 different people at AT&T, and every time I’ve called I’ve had to explain everything from the beginning, despite them having my account pulled up and my case numbers. It’s apparent that AT&T suffers from a lack of communication between departments, and having a third party handle all the trade-ins only adds more confusion to this mess. I’ve definitely learned my lesson, and if I decide to keep my wireless service with AT&T after this is settled, I will only go into a store to process a trade-in, this way, everything can be processed immediately. AT&T has acquired too many companies trying to dominate the communication and entertainment area as these sectors begin to overlap, and they clearly have some operational issues. I think they’re finally aware of the complications of too many acquisitions, especially in different sectors, which has led them to sell off Time Warner to Discovery.

‘As I said, filing an FCC complaint might be you best bet. See the post above made by QDad

Cathy186

New Member

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15 Messages

2 years ago

I finally got an agent to adress my problem on chat. It takes time to explain all but he did get some of my credits   I will see in the next months bill if i get my phone credits to continue. They promise they do it but ive had 10 agents never doing anything. Just so frustrating cause they are not really with at&t but sourced out people. Since oct i have been working on this. If this dont work i will put in a fcc complaint. Even with the credits he gave me they still owe me over $200. He said i should get it next month. Holding my fingers crossed. Very frustrating when your paying for 3 phones when they were to be free. Not sure i will trade again with AT&t

rolldog

Teacher

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51 Messages

2 years ago

Agreed, every agent I spoke with said I should receive the credit any day, and the last agent I spoke to, about a week ago, gave me credits for $20 immediately but I still haven't received a credit for my phone that was sent in back in November. Very frustrating!

Cathy186

New Member

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15 Messages

2 years ago

Yes it is. They just sent me a video of my bill next month and the installmentsxare back on. What is so hard about getting this straightened out. I think they want us to give up. My phones are to be free that means NO INSTALLMENTS ON THEM. 

New Member

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1 Message

2 years ago

@QDad 

when you filed with FCC did you put it as equipment and did you attach any documents? Sorry, I want to make sure I do this correctly. 

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