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Shawnalynt's profile

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1 Message

Saturday, June 3rd, 2023 12:21 PM

Complaint on In Home Customer Service for Wireless Phones - Phone Credit / No Phones Given Back

In January 2023, had in home wireless associate provide quote for 3 phones.  After several quotes, we agreed to an Iphone, Samsung S22+ and a Samsung S22 Ultra.  We signed up for AARP because there was a discount, also have internet / TV so we received a discount.  Then we traded our old phones (iPhone and 2 Samsungs) for credit ($800 a piece). I understood that our credits would be seen in 1-3 billing cycles - no problem.  Signed paperwork, turned in phones to sales rep and here I am, almost 6 months later with no trade in credit, no phones, added charges for future phone upgrades and no customer service help.  I've been paying $100 more a month than quoted.  I've text and called my sales rep and received a "I will check on it and get back to you"  but nothing.  How do I get in contact with customer service / managers over in home service teams?  How can I get my credit or phones back?  This is beyond frustrating.

ACE - Expert


64.7K Messages

1 year ago

Once you trade in phones, you can’t get them back. Those ”added charges for future phone upgrades” are probably for Next Up. You can remove those charges yourself. As for the trade in credits, your best bet is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. They are normally able to resolve trade in credit issues.

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