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New Member

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2 Messages

Wed, Sep 2, 2020 11:54 PM

Trade in promotion NOT honored. ATT claims I sent in wrong phone model but will not confirm what I agreed to send. Message says "TBD"

I recently got engaged and wanted to add my now fiancée's phone line to my ATT plan. She was previously part of a family plan on T-Mobile. I timed this on 6/4/2020 to take advantage of the trade in and port over phone promotion to get a $700 credit (in the form of monthly credits) to my account, once I:

 

1) Ported over a line from another carrier to my plan - from T-Mobile to ATT

2) Purchased an eligible smartphone - 256 GB iPhone 11 Pro
3) Traded in an eligible smart phone - a pink 32 GB iPhone 7

 

I completed all the steps as advised and even had an online agent walk me through the purchase/trade in process via ATT support chat. I sent in her phone after it was factory restored using the trade in shipping materials provided. The phone was confirmed received by ATT on 6/25 or so. I understand that the promotional credits could take 2-3 billing cycles to complete. I checked up on the status of my credits today after I had not seen them applied to my account. 

 

I spoke/chatted with a number of different agents who all said that based on the information provided ie, my trade in confirmation number that I did not send in the correct phone model for trade in. Confused, I asked to confirm what model I had agreed to send in but they were unable to tell me. 

 

The exact status update from the trade in website reads:

 

Apple iPhone 7 32GB

Value adjusted:

Wrong phone model - you entered Model TBD - Other but phone was actually iPhone 7 32GB

I am confused as to how:

1) ATT does not know which phone model I agreed to send in. Nor could they confirm the model for trade in I had selected when purchasing the iPhone 11 Pro to have this credit applied towards.  All they could tell me was that "Model TBD" was selected. I must have chosen an eligible model for trade in, otherwise I would not have received confirmation on the order page that I would be receiving the $700 credit once details were confirmed. ATT claims this information would be in the email with my trade in confirmation number but I have been unable to find anything related to what model is applicable here in said email.

2) Even in the event that I did choose the wrong phone model to send in on the original order page, the 32 GB iPhone 7 is an eligible model for the $700 credit to be applicable to my account. I should be receiving this credit either way, assuming the phone was in sufficient condition. The phone had no issues when I shipped it and met the criteria .

Instead of helping me resolve/investigate the issue or request more information, I was only provided a $60 ATT promotional card which is obviously less than the $700 credit I was expecting. Even then, the fine print of the promotion says I would be eligible for the $700 credit so long as the phone minimum trade in value was $60 which it appears it was. 

ATT / Other Forum Users - has anyone else had this problem and found a resolution for it? I do not want to accept this credit for $60 when the whole point of me purchasing the phone on the promotion was to get $700 instead. 

My current ideas for remedy are: report this to the Better Business Bureau and/or file a small claims suit in NY vs ATT.

Responses

Tutor

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7 Messages

3 months ago

Let me know if you ever get this resolved.  I am seeing the same thing on my trade for the $1,000 off the Note 20 Ultra.  I sent a Galaxy S8 which they show they received, but they also show it was "TBD" phone that I was sending...  Which they NEVER asked me what type of phone I was sending.  All the promo states is that I need to send one that is worth $60 - which it is.

Brand User
ATTHelp

Community Support

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140.3K Messages

3 months ago

We're sorry to hear that you're having problems with your trade-in promotion @nofeet3!

 

Let's get you in the right direction!

 

For assistance and all other inquires regarding your promotion offer, please contact our Trade-In Support Team at: 1.888.445.6005 which are available Monday-Friday 7am - 10pm PST/ Saturday-Sunday 9am - 7PM PST.

 

We hope this helps and thanks for reaching out to the community!

 

Dwight, 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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2 Messages

3 months ago

That number does not work. You need to call through normal customer service which only routes you to the trade ins department. Most of the time you cannot speak to the trade ins department directly.

 

I find this promotion pretty misleading. 

Does anyone know ATT’s NYC address where they can be served with a small claims court summons? I would be asking for the $700 promotion this way instead.

Brand User
ATTHelp

Community Support

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140.3K Messages

3 months ago

Hi @nofeet3

 

Thank you for reaching back. We definitely want this resolved for you.

 

We placed a call to 1-888-445-6005 and it went through. We are not sure if you may have called them at a time outside of their normal business hours. We encourage you to try again. You can also reach them on 1-877-244-9829.

 

Let us know if this helps.

 

Doyin, AT&T Community Specialist.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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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1 Message

3 months ago

In June 2020 I was looking for new phones, went to at&t at sams club

where they said if I traded my S7 phones, as in mine and wife's in on

the new S20 + that I would get $300. bill credit per phone.

After making deal I went home and checked at&t site for our deal,

and it was listed, including showing our S7 as trade.

After a couple weeks of not getting return info about our old phones

I called and talked so someone about our deal including the $300

credits and they said they would get the return packages out to us.

About a month later I get 2 $35 cards in the mail?

So I started calling at&t the next morning about my $300 credits

After talking to about 6 different people over a span of about 4 hours

I was told I did qualify for the deal, 

I was told the at&t rep screwed up,

I was told I will get the deal,

I was told they don"t know why I did not get the deal,

I was told the trade department would get in touch with me,

only to be sent 5 e-mails showing all I got was a $35 card for 

each phone?

Then they wanted a survey about If I was happy with my experiences,

Really? So I took their survey and told they how I felt and explained 

why. The reply was someone will call you, well its been a week and

NO call. After being with at&t for close to 23 years and being treated

like this, its time to give some else a try.

My advise, don't let them steal your phone, I would have never

done that deal for $35, for me to buy another used S7 about $200

Even without service its like a small tablet for wifi and bluetooth

NEVER AGAIN AT&T

 

 

 

lizdance40

ACE - Sage

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79.4K Messages

3 months ago

The people with blue shirts on at Sam's Club or BJ's Wholesale Club do not work for AT&T.   

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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6 Messages

3 months ago

I had AT&T "Not Receive" 3/4 phones that I mailed in, and I traded 1 in store which they appraised at full value for the promotion. Then months later they degraded the trade-in value to not qualify for the promotion. AT&T trade-in is a SCAM and AT&T are thieves.

New Member

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1 Message

2 months ago

I am facing exact same issue for $1000 note 20 promotion. I was never offered a chance to select my trade in device for the offer. I sent note 8 and at&t has confirmed the receipt. 

 

But instead of giving credit for $75, only message I see is "Wrong phone model - you entered Model TBD - Other but phone was actually Galaxy Note8 64GB"

 

Regardless of what we was original phone selection, at&t has clearly confirmed that they have my Note 8. Hence is totally unfair and unjustified. 

 

I am worried about note 20 $1000 promotion even after I did everything right and shipped eligible phone on time :( :( 

(edited)

New Member

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1 Message

2 months ago

I am in the same boat. I called them three times. 

 

Call 1: Person said you "should be fine", check back in a few days. 

Call 2: Let me note this situation, you will get a call back in 2-14 days

Call 3: Well, if you met all of the requirements, you should see the adjustments in 2-3 billing statements. 

 

Well done, AT&T. No one knows whats going on. No one knows how to fix it. 

New Member

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2 Messages

2 months ago

I am going through the exact same thing. Said I would get a 1000 credit towards my bill for trade-in on New Note 20 Ultra. Paid off my phone and sent it in. It cost me 229 to pay it off and they said the wrong phone sent in TBD and gave me 220 dollars trade in credit after receiving my iPhone X 256. I was never allowed to pick a trade in. It said I would receive a promotional 1000.00 trade in to upgrade to the new Note 20 Ultra and that is what I expect. Not a penny less. I ordered the largest capacity phone because of the 1000 dollar promotion credit so now I am responsible for over 1180 for the new phone after their petty 220 trade-in credit instead of 400. This is an absolute SCAM! I could have sold my phone outright for a good bit more. THIEVES!

(edited)

New Member

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3 Messages

a month ago

Their trade in reps are not the brightest I noticed.

New Member

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2 Messages

a month ago

Has this been resolved for anyone yet?

New Member

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1 Message

23 days ago

My husband and I are facing  almost the exact same problem. We traded in our Samsung Note 8 phones for the new Samsung Note 20 Ultras.  We received a " Value Adjusted" message which stated on one,  "Screen is not working - Screen has Major Burn-in/Bruising, wrong phone model- you entered Galaxy Note 8 64GB but phone was actually Galaxy Note 8.0 64GB - Other, Received more than 48 days after trade in date."

We received almost the same message on the other except that one was valued at $60 so we received the $1000 trade in value.

It is important to Note, we had the exact same phone. The screens on both of our phones were working. In fact we each called them several times from the very phones we traded in, as we compared plans before switching.  We also provided them the serial number from the phones when we talked at length with their rep before trading it in.

There was absolutely nothing wrong with our phones. We only traded them in because we wanted something shiny and new. Sadly, when we talked to Verizon before deciding which Company to choose, the Rep warned us, be careful who you choose. We should have listened.

I failed to mention that the claim that we sent in the phone 48 days late, was easily disproven becase we sent it back 3 days after receving the box from them in which to send it. We even provided them the tracking information that showed it was delivered to their facility a full month before they claimed receipt.

Then the story became, well it isn't the date of receipt which made your trade in worth only $30 it is the condition of the phone.

Buyer beware! AT&T has deceptive practices and I like others will be pursuing this thru the BBB and possibly small claims court.

If you are thinking of switching to them because of a good deal, think again!

(edited)

New Member

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2 Messages

21 days ago

I had exactly the same thing happen.&n(Edited per community guidelines)p; I was promised $1000 trade in for my Samsung Galaxy note phone, but then ended up getting $33 because it was the "wrong phone" and the screen didn't turn on.&n(Edited per community guidelines)p; That is total (Edited per community guidelines). The phone was in perfect condition.&n(Edited per community guidelines)p;

(edited)

New Member

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3 Messages

21 days ago

I will join you on this claim , as I was scammed also with this offer.

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