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nbmich's profile

5 Messages

Sunday, February 25th, 2024 4:36 AM

AT&T Text Message - Returned Device

I upgraded my phone in December 2023 and returned the old phone in January 2024. I received this text from AT&T on 1/18/24:

"AT&T Free Msg: Great news! Your device promotional credits are now being applied! To maintain eligibility and keep your credits going, be sure to keep a required unlimited plan, maintain your installment agreement, stay active & in good standing. If service is cancelled, device balances are due"

The promotional credits for the trade-in appear on January's bill as well. Can AT&T please verify whether the 1/18/24 text is confirmation that the old device was received?

ACE - Sage

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117K Messages

2 months ago

This is a customer populated forum the only reply you will get from AT&T is to contact them directly by calling, chat etc

Community Support

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231.2K Messages

2 months ago

Hi @nbmich, thank you for reaching out to us. We're happy to know that you received your promotional credits for the trade-in! To answer your questio yes the text message you received on 1/18/24 is the confirmation that the old device was received by the AT&T. 

If you have any question or concern in future please do reach out to us, we'll be happy to assist you.

 

Thank you,

Rosy, AT&T Community Specialist.

 

5 Messages

2 months ago

Thank you for the reply. After receiving the 1/18 confirmation text, and the "Upgrade Promo" credits (1 of 36 and 2 of 36) on my January 2024 billing statement, AT&T sent this text last night:

"AT&T Free Msg: Your device SMS908U was not received by  02/24/24. You will see a charge of $566.53 balance owed on the device on your next wireless bill. If the device has been returned, please contact us at 800.331.0500. Thanks for choosing AT&T."

It appears the device was received by AT&T over a month ago, so I don't understand why I would now be charged for it.

Community Support

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231.2K Messages

2 months ago

Hi @nbmich

 

Thank you for contacting AT&T Community Forums.

 

We hear you and understand your concern. We're here to help you. 

 

To get the help you need for your unique issue, please review our Contact Us page:  http://sm.att.com/7f23ac73, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

 

Thank you,

Donald, AT&T Community Specialist

5 Messages

2 months ago

I spoke with AT&T via chat earlier today, and was told that the 1/18 text means that the credit "will be applied" once the device is received, but that it does not confirm receipt of the device. However, the credit has also been applied to my bill since mid-January, which was after the device was returned to AT&T. 

ACE - Expert

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14.2K Messages

2 months ago

You will see a charge of $566.53 balance owed on the device on your next wireless bill.

That makes it sound like you had Next Up and upgraded your phone after 50% was paid off. 

The credits make it sound like you traded in a phone for promotional credits. 

Did the phone you traded still have payments remaining?

5 Messages

2 months ago

MicCheck - Yes. It was an early upgrade through Next Up. The old phone was approximately 60% paid off when I did the upgrade.

ACE - Expert

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14.2K Messages

2 months ago

Somehow, it was processed under the trade in promotion. That's strange because trade-ins go to a completely different company with completely different return kits, unlike Next Up upgrades which go to AT&T.

You have a couple options. You can pay the $566 balance and leave it alone. You will keep getting that monthly credit each month for the rest of the 36 month period. Depending on the size of the credits, that might end up giving you more the $566 worth of credits. You'll have to keep the payment plan for the whole time, so you should drop Next Up and save that $6/month, too. 

You could also file a BBB complaint to get escalated to the Office of the President. That team has more powers than customer service. If anyone can get you switched back to the Next Up trade, that's who it would be.

5 Messages

1 month ago

An update for anyone who comes across this thread with a similar issue: I no longer had my tracking/RMA info, as AT&T sent that 1/18/24 text re promotional credits, which had also been applied to my billing statement. (I am obviously a silly goose and know now to keep the tracking info indefinitely). However, I still had the old device registered to my Samsung members account. I couldn't track the device location as it had been factory reset (...when I mailed it back to AT&T...) but I did have the identifying info. Contacted AT&T again today and provided the serial no/IMEI from the old device. By golly, what do you know, AT&T not only physically has the device, but had the serial number attached to a phone number that does not even exist in their system. In conclusion, the issue of me being charged $600 for AT&T dropping the ball is now resolved.

ACE - Sage

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117K Messages

1 month ago

Okay....but...

You can't double dip by getting promo credits and early upgrade installments waived on previous device.  

That part is still confusing

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