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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.
mmt470
11 Messages
6 months ago
I've been with ATT for 20+ years and can't believe they are stealing from us like this - (Edited per community guidelines) anybody?!!! I have always traded-in at the store and 4 months ago I went in to do that but they were out of the phone I wanted. They verified my old iPhone 11 was good for trade-in and had the new phone shipped to my house and said all I need to do was send my old one back in the provided box. I did exactly that and a week later got an email that it was received. Today, I looked at my bill and wondered why I am still not receiving credit for that trade-in. I call ATT and was told I sent in a different device...(Edited per community guidelines)?! 100% TOTAL LIE! I asked them what exactly did I send in and they could not tell me. I told them I sent in the exact same device I took to the store to trade -in that day. I said if they are not going to honor the trade-in, then I want my old phone back. I did not GIVE THEM PERMISSION TO STEAL MY PHONE!!! This is a corporate scam to get our phones for free and write down whatever they please, with absolutely no quality control. THEY LITERALY STOLE MY TRADE-IN AND NOW I'M STUCK PAYING FULL PRICE FOR A NEW PHONE!!! I AM BEYOND (Edited per community guidelines)!! The next part of this scam is to hand you over to different CS people for 2 hours until you finally get disconnected. I sent them MY PROPERTY and THEY STOLE IT! They have no answers, no quality control to show whatever phone they claim to have received. Consumers are helpless against this scam. This is criminal!
(edited)
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