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New Member

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3 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

New Member

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3 Messages

3 months ago

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

lizdance40

ACE - Sage

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81.5K Messages

3 months ago

All of you not getting results, file a Better Business Bureau claim online. The complaint will be sent to AT&T upper management who will call you directly. Call will come from the AT&T Office of the President and they have the brains and the power to fix your promotion. First line reps have neither.

Good luck

🐾 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.

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*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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2 Messages

2 months ago

I am having the same exact issue I turned in my Galaxy s8 plus for an s20 note ultra and they said I turned in the wrong phone TBD, I am furious and will be contacting the BBB.  Instead of the $700 credit towards the note 20 ultra I got a credit card for 70 bucks. Really AT&t? I want my phone back this is a scam!! You can have your note 20 ultra back and I will be going elsewhere, a 25-year customer here this is a (Edited per community guidelines) way to treat your customers! 

(edited)

New Member

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1 Message

2 months ago

Have you guys had any success on getting your trade ins adjusted? I can't get anyone to issue me the $1000 I qualified for for my Note20.

Huge scam. 

New Member

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1 Message

2 months ago

Wow. Looks like I'm not the only one encountering this issue. 

New Member

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5 Messages

2 months ago

Don't do it!  It's a scam.  They get you to purchase an expensive phone "with trade in".  They send you the wimpiest bubble mailer hardly bigger or thicker than the phone, then they will deny you when they receive the phone broken. 

This happened to me. 

My Galaxy S8 was perfect, all working and no broken glass.  Then after the return period is over, you get a letter with a gift card for 1/10 the value of your phone and are stuck paying an additional $35 a month.  I've tried to contact them multiple times over the past 2 weeks and haven't even got a reply back.

DON'T DO IT!

jbeezely

Mentor

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39 Messages

2 months ago

Same thing happened to me today. There goes my phone. And now I’m stuck paying for. $1000 phone I never really needed. Feel terrible. Not to mention my wife lost her job and just really (Edited per community guidelines). 

(edited)

New Member

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2 Messages

2 months ago

I had the same issue whenever I upgraded one of my lines.  I sent the old one back in the box provided months ago and it was received.  I called and spoke to so many different reps, got different stories each time, finally got it figured out that they were looking for the phone with a different IME number.  The number they had and were looking for was the phone that was upgraded to.  It took almost six months to get it fixed where I wasn't being charged for the phone that they already received. 

New Member

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1 Message

2 months ago

I upgraded 3 devices and received this unable to confirm promotion eligibility and was sent promotion card of $70.

New Member

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1 Message

2 months ago

I am having the same issue as well. Has anyone on here heard from Tier 2 support? Is anyone going to dispute this on your AT&T bill? 

New Member

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4 Messages

2 months ago

Biggest scam ever! I have spent over 30 hours on chat and calls, loyalty team, managers calling me back and dropping the calls and then not trying to reach me again! 3,000 promo offer .. They  lost my phones and to date have only received at 34 credits which maybe one credit for transfering numbers. Bought three new phones in Sept. they never sent me any return boxes or told me they were going to. Shipped them back in the box the new phones came in assuming that was the process. They are the worst I have ever dealt with so now my bill which was 183 with Verizon was almost 500 the first month 285 last month and one can only guess at this months DONT SWITCH TO THEM EVER THEY ARE ABSOLUTELY THE WORST AND IF THEY DONT OR WONT FIX THINGS ALTHOUGH SEEMS NONE OF THEM HAVE A CLUE THEY DISCONNECT YOU OR PUT YOU IN THE QUE AGAIN I DISPISE THEM!!

New Member

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2 Messages

2 months ago

My trade-in was delivered per tracking # yet ATT claimed it “lost/stolen”.  I’m switching carriers if they don’t fix this.  Suggest you do the same.

New Member

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2 Messages

2 months ago

I HAVE THE SAME ISSUE. I SENT THEM MY S9PLUS AND SUPPOSE TO GET 1000 DOLLAR FOR IT AND I HAVE RECIEVED NOTE 20 AND NOW THEY ARE SAYING THAT DEVICE THAT I SENT IS BROKEN SCREEN. WHAT THE (Edited per community guidelines) IS GOING ON WITH ATT. I HAVE BEEN A GOOD CUSTOMER FOR A LONG TIME. 

(edited)

New Member

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3 Messages

2 months ago

I added a line for a free iphone in February. ATT told me phone didnt qualify ??? so received an AT&T Trade-in Program card. Everytime I use the card is is declined but when I check the balance, it is $160. Any ideas of how to use the card? Card also expires tomorrow lol

I have been on the phone over an hour waiting to talk to a rep with the trade in program.

New Member

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2 Messages

2 months ago

Hey guys, my phone was just received and I noticed that is says "price adjustment/ wrong phone TBD". I immediately googled meaning and was brought here. I sent in an iPhone X with 256 GB for the 700$ trade in credit for a new iPhone 12 Pro Max, so regardless I should get the credit because my phone was in good working condition and I sent it in a box because I knew the flimsy white bubble package wouldn't be enough to keep my phone safe.

I spoke with a representative who "escalated" my situation to someone who can help me within 24 hours... I'd like this fixed now. I will keep you guys updates on my situation... I am not letting ATT scam me, I know they're one of the sneakier companies. Cross your fingers for me guys.

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