Trade in program is a scam

I have called the trade in department and nothing. I am not wasting my time with them. They said they were escalating the problem to the next level and no one.has contacted ne.

I am having the same issue I transfer from TMOBILE to ATT and BIGGEST mistake, one apple iPhone is defective since day 1 it has been two months I still cant resolve the issue, I traded in phones and never received the credit! And their coverage area is terrible! I am so upset!

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.

Same exact thing happened to me AND my husband.  We traded in pristine phones that did not have a scratch on them and worked up until we transferred the data to the new Note 20 Ultra that we received.  However, we refused to use the flimsy bubble envelope AT&T sent.  Instead, AT&T sent me a UPS label for each phone.  We put the phone in the original box, wrapped it in bubble wrap, put it in a shipping box, and returned it via UPS.  Husband's phone was sent first.  Got notification that "screen is not working -- Screen is cracked/damaged. "  Before getting that notification, I sent my phone separately packaged as described above.  UPS delivered it on 10/29/2020.  On 11/12/2020, I received a notification that "Screen is not working -- Screen is cracked/damaged".  Only valued each phone at $35.00.  Mine was a Note 9 and his was a S8+.  Both phones had always been in Otterboxes and had not a scratch on them.  We would have kept them had AT&T not had such a good offer.  Have reached out to the "Trade-In" department several times and have also reached out to 611 and others to no avail.  

We have pictures and video of our phones just before packing as well.  

We have also contacted the BBB and are waiting on an answer.  Looks like (Edited per community guidelines) may be the way to go since they don't want to honor their end of the deal.    The edited part is where they took out what I suggest as a next step.  

We had a similar situation. We traded in two S8+ phones that were less than a month old on the $1000 promo they had on the Note 20 and Note 20 Ultra. We had to get it escalated to the main corporate call center and they tracked down the phones. We were assured that our credits would start in 3 cycles. We are on the 4th cycle and no credits. They also removed the credits we had on 2 phones we received over a year ago. The rep we spoke to about the $1000 credit said that ATT never had that promo. I had to google it and send screenshots to ATT just to prove that they did in fact offer that promo. It was all processed in a corporate store. We returned the S8+ phones to the store so they could verify that the phones did work prior to returning them. The ATT promos are scams. We have filed a complaint with the FCC and BBB. 

One rep tried saying that our services were suspended 2 days after an auto payment posted and that's why we don't qualify for the credits. Our account and bank statement both show on-time payments and never a service interruption. Talk about a slap in the face for customers of over 3 years. We will be switching back to Verizon and taking all 9 lines with us.

Yes. I 'm having the exact same problem.