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SEMDI's profile

5 Messages

Wednesday, August 9th, 2023 11:05 PM

Trade- In Status HELP!

Maybe I can get some help here, since my 5 phone calls, assuring me that things will be resolved, have failed.

I got my new device, and sent in my old device a day lkater, it was recieved by AT&T, but does not show up in the system

I have called 5 times, with Zero progress

"I have escalated this issue"  - NOTHING DONE

"I have uploaded the info, just wait 24 hours"  - STILL NOTHING

Who can I speak to that will actually get something done.  I've spoken to AT&T Trade in, AT&T Mobility?   I just need someone who is going to actually take action.

********The issue is that the fact it was RECEIVED, and its not showing up in the system.******

Accepted Solution

Community Support

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232.8K Messages

10 months ago

Hi, thank you for reaching AT&T Community Forums

 

We understand the importance of customer's getting the updates, and we make sure our customers are our top priority. You are in safe hands, we will provide you the current status of the device. For us to do that, we would need to validate your account details. Please reach us on a DM, and we shall take it from there (for your reference it is the chat icon, next to the bell icon in the upper right corner).

 

It can take time for our teams to open the packages and test the devices. It can take 2-3 months for credit to be applied as the phones are in the process of being inspected

 

Donald, AT&T Community Specialist

 

ACE - Expert

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13.2K Messages

10 months ago

Credits don't start until the third billing cycle and will be back credited for the first 2 billing cycles. AT&T doesn't receive the phones, a third party does so it takes time for it to show on your account. 

If the credits don't start after the third billing cycle, file a BBB complaint and someone higher up at AT&T will contact you for a resolution.

Keep all of the records.

ACE - Sage

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118.2K Messages

10 months ago

Now we know you didn't read the promotion...

Samples:

5 Messages

10 months ago

Actually @formerlyknownas  I read the promotion, and I fully qualify.   My Issue is that the Phone was RECEIVED by AT&T, on the 24th, as shown, BUT, the Trade in Status shows that ONLY.....ONLY a request was received, Not IN TRANSIT, OR RECEIVED.  

I sent in a QUALIFYING iPhone 12Pro 256GB, value at $240, and qualifying for the rebate, but again NOT the issue.  The issue is that the fact it was RECEIVED, and its not showing up in the system.  If you can assist in that GREAT.  If not (Edited per community guidelines).

But Thank you for NOT helping.

(edited)

Community Support

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232.8K Messages

10 months ago

Hi SEMDI. It's certainly important to know that your eligible trade-in device is received and on its way to its intended destination. Here are some important details to know.

 

As already shared by @kdfederer, trade-in credits begin within 3 bill cycles. Since this is the case, we ask that you please allow at least 45 days for the device to be delivered and processed.

 

It's best practice to keep any information that you have about the device you sent in (including tracking information) for future reference. You'll find such recommendations, and plenty more, under Things Not To Do, Shipping & Important FAQs when you visit How to return your trade-in to AT&T - Information and Help from the AT&T Community.

 

If the credits haven't applied to your account after 3 bill cycles, reach back out to us here on the AT&T Community Forums, and we will be glad to look into it for you in order to get you a definite resolution.

 

Thank you for reaching out to AT&T Community Forums.

 

Lar, AT&T Community Specialist

5 Messages

10 months ago

@ATTHelp 

But the STATUS, does not show it was even in TRANSIT, when it has been RECEIVED, by AT&T.

This is not a question of credit.  

When I call them, they don't even have a tracking number, that AT&T Provided for me, in the system.

If they cant track it, how will they be able to say it was received.  Everyone is quick to copy and paste an answer without actually treading the issue.

ACE - Expert

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13.2K Messages

10 months ago

The phones are not sent to AT&T, they are sent to a third party recycler. It takes time for them to update AT&T. Be patient. 

5 Messages

10 months ago

@kdfederer   But it should say IN TRANSIT, or received.  Not "Request Received"

ACE - Expert

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13.2K Messages

10 months ago

JUST BE PATIENT! You are making a mountain out of a molehill. It may never change on your account as the shipment was not going to AT&T. It was going to a third party somewhere else. You don’t need to worry unless you don’t get your credits after 3 billing cycles. You have your delivery confirmation and all the paperwork. BE PATIENT!

ACE - Sage

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118.2K Messages

10 months ago

Okay, we get it.

Just save your documentation everything will be fine. If you did a trade-in and early July you should receive credits by early October.

Your phone was not sent to AT&T, as indicated by your shipping information. It was received in Laverne Tennessee by a business formerly known as Hyla now purchased by Assurant.

    This is a mobile recycler which receives all trade-ins from various service providers and manufacturers and is in no way owned or partnered with any of them.

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