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rajivn's profile

Contributor

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2 Messages

Tuesday, March 21st, 2017 11:40 PM

iPhone 7 Trade-in - ATT keeps billing me

ATT/Apple came up with an offer to trade in fully paid iPhone 6/6s to get a new iPhone 7 back in Sep/Oct 2016. I got the new iPhone 7, followed all the instructions on the att site to send my old iphone, then followed up with the customer care rep who said I will be billed for the first two months which will be refunded and then stop.

After this happened, I called ATT like 5 times, every time I get a response saying it will be done in following month or a different response. Last month one person said that trade-in wont be applicable to me, when I asked what about the 'fully paid' phone I sent back, the person said they would open a case on behalf of me, again for which there was no response after. I was given a different ATT number to follow up, whom I called twice and after 1 hour of wait time each time still couldn't get anyone to talk to.

 

Will ATT respond to this without make me wait on line forever again.

 

P.S: Everytime I called ATT, I had to wait 30 mins whichever time of the day I call, every-time the customer representative says they put in the notes and I still have to explain the next person everything from the start.

Community Support

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232.7K Messages

7 years ago

Hello @rajivn,

 

Trading in your paid off iPhone 6 for an iPhone 7 for the promotion offer is a great deal. I am sorry to hear you are having some issues with the adjustments towards the next installments for the phone. I will be more than happy to help investigate what is going on there!

 

In order to review everything in greater detail, I will be sending you a private message. I hope to hear from you soon so we can get started on working towards a resolution!

 

Have a great rest of your day! Thanks for reaching out!

 

Brett, AT&T Community Specialist

ACE - Expert

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16.5K Messages

7 years ago

@rajivn A few questions before making suggestions (suggestions are generally based on the answers you give):

(Yes/No/Date works for most answers)

1. What model iPhone did you trade in?

2. Your purchased your iPhone 7 specifically on what date? (or order date)

3. You turned off Find My iPhone?

4. The turned in iPhone was definitely 100% paid off?

5. You purchased the new iPhone on Next? 

6. Have you been late for any of your payments since you purchased?

7. You turned the old iPhone in at the AT&T store or in the mail? 

8. What date did you turn in (or mail) the old iPhone?

9. Your receipt for turning it in said $0.00 for the trade in?

10. You removed the 4-digit passcode from the iPhone?

11. What condition was the turned in iPhone?

 

I recommend hitting REPLY/QUOTE, then hit QUOTE and typing the SHORT answers next to the question in ALL CAPS or bold.

 

Contributor

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2 Messages

7 years ago

Hello Gary, here are some answers

 

1. What model iPhone did you trade in? iPhone 6

2. Your purchased your iPhone 7 specifically on what date? (or order date) Last week of September

3. You turned off Find My iPhone? Yes

4. The turned in iPhone was definitely 100% paid off? Yes

5. You purchased the new iPhone on Next? Yes

6. Have you been late for any of your payments since you purchased? No

7. You turned the old iPhone in at the AT&T store or in the mail?  In the mail

8. What date did you turn in (or mail) the old iPhone? Around Oct 20th

9. Your receipt for turning it in said $0.00 for the trade in? Yes

10. You removed the 4-digit passcode from the iPhone? Yes

11. What condition was the turned in iPhone? Used, but in full working condition without any issues

 

Dont remember the exact dates, but can look up and make note of them, Att sent me the mailing box to send the phone

 

Thanks

ACE - Expert

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16.5K Messages

7 years ago


@rajivn wrote:

2. Your purchased your iPhone 7 specifically on what date? (or order date) Last week of September

Sorry, I do need a specific date here.

 

11. What condition was the turned in iPhone? Used, but in full working condition without any issues

That seems pretty vague, was the condition: Good, bad, excellent, a few scrapes but the glass was great?

 

Att sent me the mailing box to send the phone

Did they mail the mailing box separate, or did it come with the phone, or was it the iPhone shipping box?

 

Do you have the receipt from dropping it off at the post office?

 

 

ACE - Sage

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118.2K Messages

7 years ago

Purchase of the iPhone 7 after the promotional period (September 9 to 25) would not be eligible for the $650 promotion.   I'm guessing "last week of September " was after 9/25.  

If you have proof your phone was sent and received by ATT, you should get the standard trade in.  

Send private message to @ATTMobilityCare with your information, and proof your phone was sent in.

 

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