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New Member

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5 Messages

Fri, Nov 13, 2020 12:05 PM

Trade-in Program - Sent phone to incorrect address

AT&T,

I ordered a new phone under the trade-in program. I received my new phone on 29 Sept 2020.  I activated my new phone and set everything up. A week later I sent my old phone to att in the same box I received my new phone.  On 12 Nov 2020, I received mail labeled "ATT Trade-in Program" with a padded envelope. At this point I realized I mistakenly sent my old phone using the return label from the new phone.  

What do I need to doin order to get a hold of my old phone and have it sent to the correct location?  Please help.

thank you.

ATTHelp

Community Support

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191.8K Messages

2年前

Hello @brickcitysaint,

 

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

 

Sean, AT&T Community Specialist

New Member

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5 Messages

2年前

The number you have provided does not work.  They pick up , I answer the automated questions, it states i will be transfered to a rep, then after 5 minutes, it says everyone is busy and to call back later.  It then hangs up!

Please help!

New Member

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6 Messages

2年前

This solution is not acceptable and i refuse to accept it.

New Member

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5 Messages

2年前

Any update on this yet? I did the same thing. The lack of instructions with the label in the box was weird but I sent my old phone and then a week later received the same padded envelope to return my old phone. Even a simple instruction card or email with the next step like, “We will mail you a return envelope to send your trade-in phone” ... Great service. And clearly I wasn’t the only one confused and baited by the return label in the box with the new phone.

New Member

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4 Messages

1年前

Any update here on this? I have the exact same problem and AT&T seems to be borderline criminal in how they have handled it.

New Member

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6 Messages

1年前

II apologize i did not see the old messages. I had to get on twitter and tweet every single executice officer until someone from customer service contacted me and rectified the situation. 

New Member

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6 Messages

1年前

I posted on Fb, twitter, instagram, and linkedin. I was contacted through twitter

New Member

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5 Messages

1年前

I’ve started the process of contacting through Twitter... they gave me a number to call and it went to VM. I left a VM and still have yet to hear back. It’s been 5 months since I mailed in my old phone. I spoke to someone in December who just said “wait a couple more months for the trade ins to be sorted” yet here we are another 3 months later and I’m still paying the full installment on my new phone. I’m livid. 

@tonyre83 Who else on Twitter did you reach out to?

New Member

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6 Messages

1年前

Oh yea the same for me. I forgot  I also placed a claim with the BBB and got a call right after that. Here's my twitter posts:

https://twitter.com/AReyes91011/status/1328815521618333696?s=19

https://twitter.com/AReyes91011/status/1330591690638364678?s=19

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