Check order or trade-in return status

My son upgraded his phone from an iPhone 8 to a 12. He picked up the new phone at an ATT store in Minnesota on January 16 2021. (His phone is on my account).  He sent back his old phone from Chicago in packaging provided by AT&T. 
The $700 credit he was promised was never applied to my account. He has called at least 4 times and either gets put on eternal hold or gets disconnected. 
I just tried getting this resolved with AT&T and after being transferred 8 times and spending an hour and a half on the phone, I am completely frustrated. 
The last person I talked to in the “Trade-in Services” department assumed that my son used the box and label from his new phone to send in his old phone. This is simply not true. He still has the new box. 
I understand that a lot of people make this mistake but I resent my son being accused of it. He sent it in the return packages provided by AT&T. 

I’m beyond frustrated. Horrible customer service.  I want to cancel my account with AT&T but I’m afraid my excellent credit will be affected if we don’t pay off the new phone. Such a scam. 

So frustrating. Keep calling. They just want you to give up. Im still waiting on my phone money to be applied since Oct 2020. I finally got $160 back on my bill and they promised it will be all done by june bill but i am holding my breath. Sad cause most are working at home and if they dont have a supervisor above them that they can work with then your screwed. My last call finally got a great women who got me 2 monthsback on my 3 phones but its not done yet so i do have hope. But its taken me since oct and 20 phone calls at least. Good luck. One person said to contact BBB BUT i havent done that yet. Keep receipts, names you talkto and anything that will prove it all   They dont keep good records. 

@scrocco1

You are not alone! AT&T is treating their customers like garbage. The Trade-In Department is actually a 3rd party company that process the phones for AT&T, their name is Hyla Mobile.

Do not spend another second on the phone with AT&T Customer Service or Hyla Mobile - they cannot help you.

File a complaint with the FCC here:

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

The entire process takes just a few minutes.

Use a term in your title that rhymes with "Perceptive Trade Cactus".

You will be contacted by a representative from "The Office of the President", a glorified term for Tier 3 CS, and they will apply all the credits you are entitled to.

Good luck!

Thank you. I hope this works. 

Update:  I filed complaints with the BBB in Atlanta and got an email from them saying it wasn’t in their region so they forwarded it to the BBB in Texas. 
I also sent a form to AT&T’s Dispute Resolution Center (certified mail). 
Yesterday, I filed a complaint with the FCC. I heard back from them this morning and I got a call from AT&T Office Of The President. They woman I spoke with said she is investigating it and would call me back within 2 business days. 
By the way, The Office of the President is a customer service center. There is no one with the title of “President” at AT&T. 
Huge thank you to all of you who sent me advice. 

I both my new phones  at&T last month I want tread and I use my reward that OK please mother  day. Thanks 

And send me all the order in my name cancel  I go visit  our store .thanks 

I applied for trade-in online.. I was instructed to return the phone to an AT&T store, which I did.  I traded in my Iphones8 on 11/10/2020 at the AT&T store (not franchise store). The store manager took the phone and mentioned that I will receive $26.99 credit for the next 30 months from the month I traded in the phone.  The store manager received the iPhone and acknowledged in writing that the phone has been returned. I have the original of the acknowledgment.  I have called AT&T customer support four times in the last five months. Every time, the AT&T rep would try to investigate the issue while I am on the phone and assuring at the end that the case has been resolved. They gave me a case number that is resolved. But so far, the promised credit has not appeared on my monthly AT&T bill. Meanwhile, they are charging me full amount for the new iPhone 12. I am getting a constant run around every time I call AT&T support saying the issue has been resolved.   When am I going to get the credit retroactively? I have waited too long for this. It is very frustrating.  I cannot believe company like AT&T has such a poor customer service.

Keep on calling. If they gave you a case no try to do a chat with a rep. Thats how my daughter in law resolved hers. Im still working on mine so frustrating. Good luck

We had the same experience with not getting a promised credit for a phone we exchanged. We made several phone calls and transferred from department to department. It’s a joke. Another member on this forum gave me advice to file with the FCC and the BBB. I did both. I also sent a complaint form to AT&T office of dispute resolution. I heard back from the FCC within 2 days. They contacted AT&T and a day later I got a call from “The Office of the President” which is basically an escalated customer service center. Don’t let the name fool you. There’s no “President”. AT&T put the $700 credit on my account within two days of them being contacted by the FCC.