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New Member

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2 Messages

Sat, Nov 14, 2020 12:20 AM

Trade in rip off

I recently purchased a new phone and opted to trade in my old phone for a $1000 credit. I returned my phone in the bubble packaging they gave me and also double packed it in a case to protect it. I was told I had to mail it and could not take it to a store. Well, the trade in department said it was damaged when they received it and won't give me the credit I was supposed to get. Instead of $1000 they will only give me $30. My phone was in perfect condition when I mailed it.  I have been trying for weeks to get someone at AT&T to review this. I have submitted disputes and tickets but no one will get back to me. I call and wait on hold for hours. How is it my fault that their packaging isn't sufficient to mail?? Has anyone had luck getting them to reverse the the negative trade in and give them the full credit? I am so frustrated and ready to cancel my service.

ATTHelp

Community Support

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196K Messages

2 y前

Hello @shelena,

 

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

New Member

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1 Message

1 年前

Call and give them 7 days to get back with you or you will file with the BBB.

New Member

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2 Messages

1 年前

After 3 months of waiting for my credit for my trade in device. I finally received an email stating that they had received my phone with a damaged port and that my phone was received over 48 days late.  They had determined that my trade in value was only worth $8.06. Yes! that's $8. and 6 cents.  I am fuming.  First off I sent my phone using the label that they provided to me.  I was told by one of the more than 20 AT&T employees that I spoke with, that I sent it to the wrong address and they had to locate it and have it forwarded to the correct address.  They received my deviced 3 days after I sent it.  They provided me with the label, yet some how it was my fault that the label had the wrong address.  Secondly they are now saying after over 2 1/2 months, that they finally located the phone and the port is damanged.  My phone was in presteen condition. Had I knew anything like this would take place, I'd have just kept my old phone.  I've been with AT&T since I was 18, I've had the wireless since 1998, I've paid enough to put my kids through an Ivy league college. I feel as if it's a slap in the face for At&T to treat their customers this way.  I am considering getting an attorney.

(edited)

New Member

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2 Messages

1 年前

This seems to be their standard practice cajungirl007. It is their way to reel people in and get their money. I never got the credit I should have gotten nor did I ever get anyone to follow up on my numerous calls and complaints and now I am stuck with this huge bill.

Tutor

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11 Messages

1 年前

very long time ATT customer and have 3 device plus internet service with ATT.

also i am share holder of ATT 

they took my S8+ and i never received $1000 credit. my phone was perfectly fine, No crack, No Damage. they never got back to me nor let me know what's causing delay. 

i reach out to customer care and went to ATT Corporate store several times and still nothing. at this point, i have to say this is scam. if knew this was going on, i would never trade in. i want my old phone back or my $1000 credit as advertised/promised

i am on the phone with ATT loyalty customer care now and they are offering $700 credit after 9 month of waiting. 

if i don't receive $1000 credit i will be filing complaint to BBB and never use ATT service again. 

will update what happens next few weeks.

New Member

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5 Messages

1 年前

I hear you.  You probably get different reps who say things that contradict the rep before and/or after.  

If you cancel your service, make sure your phone is unlocked first.  We paid over $2,000 to buy out our phones.  The time, effort and energy to deal with AT&T drama just became way too much.  Now they keep finding excuses not to unlock the phones.  Meanwhile I have tried to go to a different carrier.  We are in limbo.  For days, I have had a phone where I can't call, or be called.  It's more drama.  

Always ask for an agent Id when you speak with someone. It shocked them. Some hesitate.  Don't continue the conversation until you get it. This way you have a true record of who you spoke with.  

New Member

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5 Messages

1 年前

Most importantly, go to the FCC and file an online complaint there.  They keep track of complaints and issues are escalated from there.

Tutor

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11 Messages

1 年前

Thank you for all the help and advice.

i received phone call from President Office and they will credit me as advertised. 

i am glad everything worked out but still upset with experience and way they handle this. 

hope other community members read this and resolve their issue as well.

Thank you once again! 

New Member

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1 Message

1 年前

I will say as of 7/2021 they have done this to me for 2 trades ins valued at $700. Both mint condition iPhones sent in. Both said screens were shattered, didn’t work, and had burn in. All of which were (Edited per community guidelines). Valued them at $45. Fought and fought. Dispute after dispute and nothing. I left them for T-mobile that gave me $650 each line to pay towards my At&T installment. $1300 total. After 9 years as a customer the first time I traded in 2 devices I got ripped off by them. They are blatantly lying to pocket the cash from the customers phones. There are so many complaints about this online. Hundreds of Reddit threads etc. AT&T can take my new phones they STOLE and eff off. 

(edited)

New Member

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4 Messages

3 m前

I called to do a standard upgrade on my phone with ATT. The representative somehow made a mistake on the phone even though I had blatantly asked for an upgrade they mailed me a phone and it turns out that she had added an additional line to my account rather than upgrade my phone. I shipped the phone back to the address that AT&T provided me with and it was lost in the mail. They finally received it two months later and although I’ve called numerous times I’m still being charged for that line (and a $55 restocking fee) I ended up going into the store and doing a manual trade-in of my phone for the new phone and was told that I would receive $1000 credit. I just saw my bill and no credit after 2 months. This entire experience has costed me thousands of dollars and I have completely lost my faith in AT&T. I have been with them for over 13 years 

kdfederer

ACE - Expert

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12.6K Messages

3 m前

@erinohagain 

the credits do not start until your third billing and they will credit the other months.

You should have received or been told something about how the credits work when you purchased your phone.

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