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Mon, Oct 26, 2020 3:29 PM

Trade-in Promotion

I purchased my Samsung S20 Ultra on a $300 trade-in promotion offer in my local AT&T store.  I've been waiting for over 3 months to receive a $300 AT&T gift card for my trade.  I have the paper work that said my phone met the trade in value threshold and left the store.  6 weeks later, I get a $35 gift card with a letter stating that they could not validate my trade-in.  Why can a store clerk validate but someone who know where in charge of the promotion cannot.  I've been back to the AT&T store at least 4 times and have called the store twice.  No one ever returns my call or calls me with a status.  The manager has assured me that he emailed whoever he has been emailing and that everything is cleared up and I should be getting an update card in 10 days.  That was 21 days ago.   I just found out that my sister has the same problem with her daughters phone.   How can I get the remaining $265 gift card or the amount credited to the phone purchase? 


In doing research, I have found numerous comments stating that your trade-in program is a scam.  I cannot believe a big service company as yourself has been accused of this disservice, but I am finding that the comments are true.  


Anxiously waiting for your response. 



Brand User

Community Support


140.5K Messages

a month ago

Hello @precioustitcher,


Thank you for reaching out to us. For questions about lower than expected trade-in value, please contact our Trade-in Support line at 888.445.6005. Their hours of operation are Monday - Friday, 7am – 7pm CST. Hope this helps!


Sean, AT&T Community Specialist

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