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danthemannnnnn's profile

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1 Message

Thu, Aug 11, 2022 1:46 PM

Trade in plan w/next up no boxes

In April my family and I decided to upgrade our phones using the AT&T next up program, we got the phones all set up and the technician said we should receive boxes in up to 10 business days. We never received the boxes, so we called AT&T trading support and they said we’d have to go to the store because they couldn’t find record of our trade-in. so we went to the store and the associate assured us that we would receive boxes within the next week, the next week came and still no boxes so we called customer service and tried to explain our problem. Customer service and they couldn’t help us and to just wait it out, and then they hung up on us. for over three weeks, we kept calling trading support and customer service with no answers as to where our kids were and where shipping labels were, eventually we got our shipping labels that was in the beginning of July. Our trade-ins were due July 9. We still hadn’t received boxes so we shipped the phones on our own using the shipping labels provided and got confirmation that one phone was delivered to AT&T on July 8. The other one however has still not been delivered and it is now August.  my phone bill is $1176 because they didn’t discount any of my trade-ins off of my bill. I have tried to call customer service they keep hanging up on me. I have tried to call trade in support they say that there’s nothing they can do because they can’t find record of a trade-in. This is absolutely absurd. AT&T is by far one of the worst companies I’ve been with and I will never ever go back to them after my contract is up . This is outrageous. Why am I paying $1176 for something I had no control over because the company did not send me the materials required. I cannot try to talk to them about this without being rudely hung up on. I don’t know what to do. 


Community Support


204.2K Messages

4 months ago

Hello @danthemannnnnn, this is not the experience we want you to have. We're happy to help with information to find the status of your Trade in. 


Track the status of your trade using our Trade in Status portal. You can do this by entering your email address and confirmation number. In addition, you can check out our Terms for the Next Up Trade in to help with common FAQ's and solutions:

  • If you purchases new device in person, you will need to Turn In their existing Next Up device during the transaction (no option to Turn In at a later time). If customer purchases in this flow will not have the option to opt-out of a device Turn-In, as a collection of the device (Turn-In) is required in the Buy Flow. If customer purchases via delivery method you will need to Turn In the existing Next Up device by mailing in with prepaid shipping label (included in their new phone delivery), within 30 days of receiving new device.
  • Replacement kits can be requested by visiting If accidently used the new device return label instead of trade-in shipping kit this will also be where you can submit an escalation.
  • Trade-in shipping kits are sent to the address entered during check out. If you need a replacement kit one can be requested by entering the details on this form as well. Trade confirmation can be found in the trade-in emails.

For additional support reach out to our Trade in department by calling 1-888-445-6005. We're here if you have any questions. Thank you for contacting AT&T Community Forums. 


Alasani, AT&T Community Specialist 

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