Shop Now, Avoid Delays - Get Our Best Holiday Deals!
Trade In and Get Rewarded!
ATTHelp's profile
ATTHelp
#1 Star!
Helpful 1
Supersonic 25!
Community Support

Community Support

 • 

176.3K Messages

Fri, Mar 19, 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, visit this page to check your trade-in status) 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.
QDad

ACE - New Member

 • 

220 Messages

6 m ago

buckandtracy,

The title of my FCC complaint was a term that rhymed with "Perceptive Trade Cactus".

I did not provide too much documentation in my report as I planned to give it to the OOP when they contacted me.

When the OOP contacted me, they offered to provide the $700 credit immediately to my bill, not over 30 months. I asked if they wanted to see the documentation proving the reason Hyla gave for devaluing my phone was false and the response was, "Not necessary, I believe you."

The entire process is broken and a way for Hyla and AT&T to skim a few million dollars extra from customers that don't know how to follow-up, or are unwilling to put it the time.

AT&T does not train their CS reps, including Loyalty, to refer customers to the FCC in order to be contacted by the OOP. Customers have to do their own research to learn that the OOP is outside the escalation process and a complaint has to be filed to be contacted.

Unethical? Without question.

Illegal? Borderline. The term for what is happening is "Conversion". It is not theft as you willingly sent your phone to them. However, they are changing the rules after they have all the leverage (your device).

Good luck, I hope you get your money quickly!

New Member

 • 

7 Messages

6 m ago

I did check the status which doesn't even show the new phone activated.  For the record, if the next billing cycle doesn't reflect the return, I will file a grievance and not pay the bill until it's resolved.  I had other options for the upgrade and chose to go with ATT direct because I thought it would be simpler and more profitable for the company.  At this time, ATT is proving me wrong.

rolldog

Teacher

 • 

51 Messages

6 m ago

After sending my phone in on November 17, 2020, calling and talking to representatives on 11 different occasions, being told back in February they found my phone and will receive my $800 credit shortly, I called yesterday because I still haven’t received a credit, I gave them both of my case numbers, and I was told each case has been closed, and unless I can provide them with the tracking number for the package I sent my phone to them, which they supplied, or the IMEI number of the phone, which I shipped in November of last year, then I’m (Edited per community guidelines). Why would I have a copy of the tracking number of a package I sent, which they provided the shipping label. If anyone would have it, they would. Were all the other reps just lying when they told me my phone was located? It seems like they should be able to look at my account history and look up the IMEI number on my previous phone. This whole thing is messed up. I’m considering hiring an attorney friend of mine and have him start a (Edited per community guidelines) suit against AT&T, since it seems like many people are in the same situation. AT&T will get off much cheaper just giving everyone their credit than fighting a (Edited per community guidelines) suit, which will include legal fees, opportunity costs, etc. This could be the beginning of the end for AT&T, which might be forced to breakup if they can’t manage their individual businesses effectively

(edited)

New Member

 • 

7 Messages

6 m ago

All who are having this problem can also file with the Better Business Bureau which will impact their rating.  If they haven't resolved mine by the next billing, that is what I will be doing.

QDad

ACE - New Member

 • 

220 Messages

6 m ago

jemw,

If it has been more than 3 billing cycles and your credits have not begun to show on your bill, you should file a complaint.

The BBB is feckless and AT&T could not care less about their rating with that private entity.

On the other hand, filing an FCC complaint can have repercussions for AT&T. (here is the link to do so: https://consumercomplaints.fcc.gov/hc/en-us

Some customers on these forums have even said that their BBB complaints received no response from AT&T, while ALL FCC complaints have been addressed by a representative from the Office of the President within a few days.

BBB = toothless and as relevant as the Yellow Pages.

FCC = Government agency that oversees companies like AT&T and AT&T addresses the complaints quickly.

File now, don't wait. Good luck!

New Member

 • 

11 Messages

6 m ago

Went from sprint to att to get better service, bundle and they had a “GREAT “ trade in program. I traded in 4 iPhones all of them were in excellent condition 8plus or higher. They sent us the iPhones 11 pros, we followed instructions on what to do to trade and it’s been nothing but a nightmare. This company is banking on people like us. We fall for these promotions and promises and it’s been almost a year now and still I haven’t gotten my full credits back from these phones. Apparently they can’t issue me my credits due to me not having a tracking number. That’s bull crap. You are telling me such a big company doesn’t keep track of all the labels they print. Shm my bill was promised to be in the 140 or less with tax but every month it’s been nothing but over 200. Scammers I hope others see these posts before joining att and fall into this hole. We need help. They can’t keep taking advantage of people. It’s sickening

New Member

 • 

1 Message

6 m ago

Sorry to hear so many other people have had the trouble we did with the online trade in program.  We return two phones via the mail in Nov./Dec. We have made multiple calls to ATT for them to tell me we would only get $30 trade in?  Why only $30?  They couldn't tell me.  Online it said we didn't specify the correct phone? I even sent them in with Postal Insurance (now you tell me why I'd do that for a phone that was damaged??)  So we took our daughter's older phone in to the store to do the trade in and guess what we got the trade in and the promotion for hers right then and there.  DO NOT do the ONLINE TRADE IN!!!!!!!!!  Go to the store.  The online trade in is a just a trick and a lie!!  Hope this helps someone else.  Stacy B

New Member

 • 

11 Messages

6 m ago

I’m so sorry people are having the same issues I have. It’s been a nightmare. I’ve reported to the bbb and the fcc. I was promised my bill after the 4 trade in credits and also auto withdrawal credit would be no more than 150 per month. I just got a response from the report I made to the fcc and atts response to them was. They never promised a credit for all phones on a continuous basis. Meaning one month they can credit us 1 trade in or 3 or 2. Basically whatever they feel like it. Then they’re response to the credits they’ve applied randomly was well last month we credit your account 33.34 that’s just for 1 phone. Honestly I hope people look elsewhere and do their research before joining att. Never again will this business be one of the top businesses to recommend. I’m surprised there’s no C...L..A...S...S...A...C...T...I....O...N...L..A... W. ...S. ...U.... I.....T.... already over this crap. I am writing to my local news channels to try to find help and expose these thief’s. 

(edited)

New Member

 • 

5 Messages

5 m ago

I’m in the same boat with trade in credits. Several hours on phone with several reps and no resolution. My guess is this: when I received new phone in mail, I used the box to return my trade in. This went to the wrong department, as if I returned brand new device. A trade in needs a separate label, which I thought I used. Where is the remedy for this. I have no recourse, no help, endless hours wasted, and I still need 2 new phones but I’m afraid to go through att hassle again!! HELP

New Member

 • 

7 Messages

5 m ago

I received a text yesterday saying they received my trade-in device BUT I need to sign-up for an eligible unlimited plan within 7 days.  First off, I'm already on an unlimited plan and when I sign in to my account, the trade in still does not show up.  Perhaps it's time to contact either my local District Attorney or FBI fraud divisions.  Not sure which at this time as it's a national organization, but I'll start my research now.

New Member

 • 

7 Messages

5 m ago

This was not helpful at all.

 I followed the process outlined by AT&T.  But in reality they have stolen by trade in phones.  The system says they arrived at ATT but no one can resolve case file to provide me credits.

Absolutely the worst customer service ever!!  We will be gone from this company soon!!! 

New Member

 • 

3 Messages

5 m ago

BIGGEST SCAM!!

I have been trying to return 4 devices that I have upgraded.  I have received no return shipping documents.  I have spent more time and effort in trying to do this over the past 4 months.  Why is it so hard?  I was told multiple times the boxes and labels were being sent, then was told to go to the store to return which I did and was told they can’t help.  I am also being told that I am past my return timeframe.  Well I am not sure how I am supposed to return something that I have no documentation on?  I need help please!!!   Surely AT&T can see my phone log and pull up the phone recordings of my calls!

New Member

 • 

1 Message

5 m ago

Traded in by 10 for a 12 in November 2020 for a $700 credit.  Still have not received it after several phone calls every month trying to get answers.  I get "Ma,am we'll open a case for you."  "Ma,am we'll escalate a case for you."  "Ma'am the last person did open the case correctly so I will do it correctly now."  All (Edited per community guidelines).  AT&T scammed thousands of customers to get them to purchase a $1400 phone and turn their old phones in.  

(edited)

New Member

 • 

5 Messages

5 m ago

I have also called so many times. It’s really ridiculous. Hope for a better way. I may try trading thru Costco 

New Member

 • 

1 Message

5 m ago

How do I find out if my device has been shipped.

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.