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ATTHelp
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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

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*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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7 Messages

2 years 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

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3 Messages

2 years 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

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1 Message

2 years 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

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5 Messages

2 years 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

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1 Message

2 years ago

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

New Member

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7 Messages

2 years ago

Update:  

We finally received credits thanks to this forum.

Steps to help:

1.  Call AT&T and get your case number and date

2. Don’t waste anymore time trying to resolve with customer loyalty- that won’t happen.

3. If you have an open unresolved case- file a complaint with the FDC. At this link: 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

4. I filled complaint( not story).

I filed a billing complaint.  Took about 10 minutes to file.  You will need your AT&T account number.

5. I wrote brief description and didn’t attach any documents.

6. Received email from FDC that AT&T had 30 days to response. Received phone call from representative in 2 days and received on spot credit for entire amount due to me.

7. Save your sanity and file complaint if you have an unresolved case.

thanks to others who provided me with FDC info. God Bless you. 
You made a different in my world. 

Hope your issues get resolved!

New Member

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1 Message

2 years ago

I returned a device, im getting charge the 650 non returned fee but when we talked to a rep, she advised me that the device was sent to the wrong warehouse, my acct is suspended for nonpayment. When is this charge going to be taken off so I can proceed with the payment. 

New Member

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4 Messages

2 years ago

Do the employees actually know anything? I’m constantly told “ we can’t access that info it’s a different department.” 

It’s the same account. Mine. Why wouldn’t everything just be notated on a single profile? How in efficient is that? Is AT&T purposely trying to make things difficult for customers? I feel like I’m dealing with an insurance company. 

New Member

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1 Message

2 years ago

I AM SO UPSET AT AT&T FOR OUTSOURCING TO JAMAICA AND THE PHILLIPINES BECAUSE THEY DONT KNOW THEIR (Edited per community guidelines) FROM A HOLE IN THE GROUND...   NOT ONLY DID THEY SCREW UP MY ORDER, BUT REFUSED TO UNPARK MY PHONE SO IT COULD BE ACTIVATED.    SPEAK (Edited per community guidelines)ING ENGLISH WHEN YOU TALK TO A CUSTOMER IN THE US BTW.  AND WHEN THE STORE MANAGER AT A CORPORATE STORE TRIED TO DEAL WITH THIS ISSUE WITH THEM , THEY SCREWED WITH HIM TOO AND DELETED THE ORDER ON PURPOSE BECAUSE HE WAS GETTING IRRITATED WITH THEM.   I BETTER GET A CALL FROM LEGACY CUSTOMER SUPPORT ON MONDAY WHERE MY CREDIT OF $700.00 WILL BE APPLIED TO THE IPHONE12 PRO-MAX 512GB;  OR YOU WILL FIND A TON OF AMAZON BASED ACCOUNTS BEING PORTED OUT TO A COMPETITOR.  THIS IS NO WAY TO TREAT A VETERAN OF 23 YEARS IN THE MARINE CORP AND A FIRST RESPONDER.   AND IF YOU DONT LIKE HOW I PUT IT, TOO (Edited per community guidelines)ING BAD BECAUSE THEY LOST THE TRADE IN SUPPLIES THAT WERE SUPPOSED TO BE SENT FOR THE $700.00 CREDIT FOR THE TRADED IN PHONE I WAS SUPPOSED TO SEND BACK.   SOMEONE DO YOUR (Edited per community guidelines) JOB AND FIX THIS (Edited per community guidelines) OR THIS COMMENT WILL BE THE LEAST OF YOUR WORRIES AS I HAVE ALSO SOUGHT TO BRING A (Edited per community guidelines) (Edited per community guidelines) ON AT&T.   IF THIS IS NOT FIXED MONDAY, THE SUIT WILL BE FILED TUESDAY.      SO HAVE FUN WITH THAT ON WENDESDAY WHEN THE OVERSEAS OUTSOURCING IS CANCELLED.

S.E. RUSTAM

COMMAND SARGENT MAJOR, THE PRESIDENT'S OWN

(edited)

New Member

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2 Messages

1 year ago

TRADE IN IS A SCAM !!!! DON'T FALL FOR IT !!

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