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The Samsung Galaxy S24
chuckdolan's profile

New Member


1 Message

Friday, February 4th, 2022 3:43 AM

Never received any shipping materials to send in my phone?

When i became a new customer I was sent a new phone that was supposed to be for free. I was told it would take 2-3 months for the credits to start on my account. I never received any shipping materials from att to send in my trade in nor did att ever ask me about it when i called them 4-5 times during the first 2 months asking them why i havent received my credits. When I finally talked to someone who could tell me the info i shouldve got when i became a new customer i was told that the promotion had expired now and there was nothing they could do! Now i am having to pay for a $1200 phone that was supposed to be free for being a new customer......Does this sound right? Cause I ready to go to arbitration with att over this.....

Community Support


232.7K Messages

2 years ago

We understand the need to get the promotion you expected @chuckdolan.


Per the terms of our trade in promotions, you must return your device to us within the first 30 days of activating your device. As well, shipping kits can be requested online through our trade in department. 


So that we can take a further look into this for you, please provide us with more information.

  • When did you start services and what promotion did you accept. This will help us determine the terms and conditions of that promotion.
  • Were you able to return the device to us anytime since starting your service? If not, the promotion would not be valid.

Let us know.


Samantha, AT&T Community Specialist

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