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New Member

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6 Messages

Fri, Oct 9, 2020 1:29 AM

Sent trade in phone to wrong address

Just got a Note 20 and did the trade in for the promotion and sent it to the wrong address due to it was the address AT&T provided to me. About a day or 2 after I sent the phone I got a package in the mail saying I need to use this to send my phone back. Will I still get my promo for the trade in?

Responses

New Member

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3 Messages

a month ago

This just happened to me. I sent two galaxy S10 phones to a wrong address, because I thought the label in the box was the one for trade-in. Did you resolve this?

New Member

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6 Messages

a month ago

No its still going on. I finally got some time to call AT&Ts 1-800 number so hopefully I'll have good news today.

New Member

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4 Messages

a month ago

Which AT&&T 800 number did you call? I've called 611, Hyla (trade-in company), and the number provided on the trade-in portal page.... which coincidentally is the only one that rang a couple times then went straight to a busy signal... hmm

New Member

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6 Messages

a month ago

I called 800.331.0500, which should be the 611. It took me a couple of minutes to get placed in a queue to speak to a representative... however I finally did get to talk to someone and they put me through to the trade in department (their # is 1-888-445-6005). As of now it has been "escalated" so that they can hopefully find my trade in at the warehouse.. I should hear back by Thursday.. hopefully

(edited)

New Member

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1 Message

a month ago

Any update. I am in the same boat as of today. 

New Member

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4 Messages

a month ago

not for me, i’m still waiting for someone to contact me about my escalated ticket. 

New Member

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6 Messages

a month ago

I’m facing the same issue as the rep told me to use the return label for the trade in. Today I was able to connect to the trade in dept and they told me I will get an email from in 48 hrs from them on the next step. Hopefully they can find my phones from the warehouse as they should be under my account when they arrive. 

New Member

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3 Messages

a month ago

I haven't got any email. I think it's already past 48 hrs (business hours) for me. I might call them again on Monday.

New Member

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4 Messages

a month ago

I was told 5 business days. I keep checking for an email but I have yet to receive one. I find it strange that every time i call either 611 or the trade-in number i get something different 

New Member

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6 Messages

a month ago

I haven't received an email yet.. tried calling the trade in department today and all I get is a busy signal. Called the 611 line and spoke to a rep and they told me that is an issue for the day.. hopefully I have better luck tomorrow 

New Member

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2 Messages

a month ago

Same problem here... been on and off the phone for 2 weeks now. The guy told me they found the phone and everything was fine, but just called today and they said my case was denied and they didn’t have the phone.. When I pre-ordered the phone the tech never told me I needed to come into the store to give them my old phone. So I assumed the box was for the old phone. Honestly there has to be something they can do. I was supposed to get $1000 off my new phone. There is no way I am just forgetting about that and calling it a lost cause. No way! 

(edited)

New Member

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9 Messages

a month ago

Well count me in as another one who, last week, put the traded phone back in the same box the new phone arrived in, applied the enclosed mailing label and mailed it off.  I only realized my error when the trade-in bubble envelope arrived yesterday.. almost 2 weeks after we received the new phone.   Now I am chasing my $800 trade-in, and all the threads I've seen on these forums point to no good resolution.  (Edited per community guidelines). 

(edited)

New Member

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6 Messages

25 days ago

So no update from the trade in department, can't get through and apparently other people are experiencing the same issues. I'm going to call the regular support line tomorrow and hope for better results 

New Member

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4 Messages

24 days ago

Unfortunately, I encountered the same problem as many people here. When I received my new iPhone 12, I returned my old iPhone using the return label included with the iPhone 12 delivery. A few days later, I received an envelope and return label that I was supposed to use for the return. I called ATT and was told that my issue had been "escalated". Based on the posts of multiple people with the same issue, however, I'm not optimistic that this will be resolved. Has ANYONE who has encountered this problem achieved a successful resolution?

New Member

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1 Message

24 days ago

I got the escalation email and provided them the shipping information for my two devices. I called someone in customer service and she was able to confirm that my phones “ended up in the right warehouse.” Just to be sure, I requested her to give me some sort of tracking code for the two trade ins and she provided them to me. I’d suggest trying to reach a live person and if you got the tracking info, provide it. Also my escalation email went to spam. Dunno if others might have that problem. 

(edited)

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