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New Member

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3 Messages

Wed, Aug 12, 2020 1:05 PM

Trade In Scam

DO NOT TRADE YOUR PHONE IN WITH AT&T!! Every step in the trade in program is only to benefit AT&T and not the customer. 

 

I traded in my Iphone 7 online to the Iphone 11. There is a promotion going on that says if you trade in your phone you will get up to a $300 credit. 

 

AT&T shipped me the new phone. In the box was a return label and instructions on how to clear your old phone. They were very clear that you have a limited time to get your trade in phone back to get the credit. So, trying to stay within that time frame, I ship the trade in phone back in the box in which the new phone came. 

 

Well about a week later, I received an envelope from AT&T with mailers in which I am supposed to send the trade in. WHAT?!?  (Question 1 - Why would you tell the customers to hurry up and send their trade in and then DELAY sending the mailers? IMO - This is a trick to get people to send their phone back and then lose it)

 

When I sent the trade in phones, I received a receipt from the Post Office with a tracking number so I know they were delivered. I contacted AT&T immediately when I realized the mistake. I have talked to at least 20 agents and no one has been able to help. In fact, they are the opposite of helpful. I have been told multiple different stories and the next agent I talk to always contradicts the previous one. A few of the simple lies include:

 

- Your phones are not lost, we're locating them and shipping them to the correct department. Your estimated wait time will be 3 weeks!

- Your phones are getting shipped back to you so you can send them back in the bubble mailer (This was a blatant lie because apparently they don't even do that)

-You waited too long and now you're outside the promotion window (WHAT?!? Your team is the one that told me to wait because the process can take up to two weeks)

-We are creating a case and we promise and guarantee we will call and email you with the responce. (Throughout this process 'a case' has been created about 5 times. Not once have I received a call back or email. The only thing I have received is a text saying your issue is resolved. And then when I call to find out what happened with the case, they say it has been rejected)

-We are taking down notes on your account so the next agent will know what is going on so you will not have to repeat yourself (AT&T computers must have auto delete because whenever I talk to the next agent, the notes are magically not there)

 

I am now on my third escalation with the Tier 2 support team. They said I will get an email within the next 24 hrs...I'm not holding my breath. 

 

AT&T Trade in window and return window is 30 days. They tell you if any credit will be applied it will take up to 2 billing cycles (60 days). So if my math is correct, before you realize that they are not going to get you any credit after 60 days, you are already 30 days outside of any return, so you're screwed. 

 

Stall tactics, Excuses, and Hang Ups are all I have received from AT&T. I am not convinced that anyone is actually there to help or cares what your issue is and how they can fix it. 

 

Does the Tier 2 Support Team even exist?!? I have yet to have any evidence of that. 

Responses

Brand User
ATTHelp

Community Support

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140.3K Messages

4 months ago

Hello @rachel6510,

 

Thank you for reaching out to us. For questions about the delivery confirmation of your mailed trade-in, please contact our Trade-in Support department at 888-445-6005 for further assistance. Hope this helps!

 

Sean, 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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3 Messages

4 months ago

Hello Sean, 

 

Thank you. I have called them multiple times in addition to what feels like every other one of AT&T's 100 of other departments. They are no help. 

 

AT&T is happy to accept the attitude of 'Well, we just can't do anything about it and you have to deal with it' <--- Some sort of Customer Loyalty Service that is 

New Member

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4 Messages

3 months ago

I could have written everything you wrote above!!!! EXACTLY THE SAME PROBLEM since January 2020. AT&T emailed me the WRONG label for me to mail my phone back. I have my tracking receipt, my IMEI number, dates, times documented. I want my $300.  All I get is excuse after excuse.  I have called over 50 times and it takes AT&T customer service about a hour to read my file on their system! This is definitely a (Edited per community guidelines) (Edited per community guidelines). I am contacting our family attorney for guidance on this.

(edited)

New Member

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3 Messages

3 months ago

Please let me know if you need any additional proof! I’ve kept all the transcripts of call. Also let me know how I can participate! 

New Member

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2 Messages

3 months ago

I got scammed too, I called this number and they are of no help. The guy is clearly trying to stall so that you eventually give up.

New Member

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2 Messages

3 months ago

 

Talk to a (Edited per community guidelines) and registered a complaint to http://www.usa.gov/consumer-complaints

(edited)

New Member

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8 Messages

a month ago

I got scammed also. This is ridiculous!!!
I did the upgrade in August online, sent in phone it goes missing after several phone calls phone is located and now I am being told it's Not eligible!!!!
Come on AT&T why are you letting some 3rd party Trade in party SCREW over your customers!!!!!
I have made so many phone calls t customer service & you can hear it in their voice "sorry" this is happening to you, this is a on going isssue
I WANT MY CREDIT or MY PHONE BACK
I could spit nails I am so upset

r6baird

Contributor

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15 Messages

a month ago

Same here. Screen cracked not working on pristine phone. Packed in a box with extra bubble wrap. 


Don't forget the trade in company is HYLA MOBILE. And don't forget FCC for att.

(edited)

New Member

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6 Messages

22 days ago

Same situation here. I sent perfect 4 perfect phones and today, two months after sending the phones, I receive a 42.50 giftcard with a message they could not verify promotion eligibility and are sending 42.50 to use in any AT&T store. I have photo and video documentation of the phones being in perfect working order as well as the very careful packaging. Also, I received confirmation when the phones were processed that the promotion value was applied for each of the 4 phones. Now they have taken that off from one of the phones. It is a complete scam or just totally incompetent trade in service providers who break phones once received. Anything that sits in a warehouse for 2 months awaiting processing could probably end up damaged.

New Member

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8 Messages

22 days ago

Update 11/6/20..............I made a complaint to BBB after not getting any help. Within in 24 hours of submitting complaint I received a call from a Scott Sims (Office of the president of customer care) 
He asked me a few questions and told me I will get back to you. Four days later
Call back from Scott Sims yesterday (11/6/20)
It has been fixed the promotion has been added to my account I will get the back credit of what I have already payed and will see a $33.48 credit each month. He made it right.
Don't give up!!!

New Member

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2 Messages

21 days ago

Do u have a number for Scott Sims?

New Member

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6 Messages

20 days ago

Thank you for the support and encouragement to keep trying. I was on hold yesterday for several hours waiting for customer service reps to "check" into the problem and then waiting when they transferred me around to lots of other places... always eventually getting disconnected. I will keep trying.

New Member

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2 Messages

9 hours ago

Something very strange and elusive going on with At&T. I am experiencing a very similar incident. Don’t quite understand why some type of government regulation is not in place for these types of scams with a company giant like AT&T. Maybe that is the problem! Very sad and deceitful way of doing business.

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