Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need help understanding your bill?
Kingjayys's profile

New Member

 • 

3 Messages

Thursday, January 26th, 2023 3:20 AM

Closed

Lied to about trade in promotion

So I traded in an iPhone 11 for the iPhone 14, at the time of trading in the iPhone 11 the promotion was 800 in billing credits for the iPhone 11. So I decided to trade the phone in and proceed with the trade in. After two month I receive a promotion card in the mail of 150$ for my iPhone 11 and I’ve called customer service and spent over two hours on the phone with to get told different things. 
The first thing they told me was that my 800$ in billing credits would be applied in 1-3 billing cycles but then I asked them why I received a promotional trade in credit of 150$ 

side note nothing was wrong with iPhone 11 

now I’m dealing with customer service and then them me telling to call the trade in team

in order to try and resolve this issue.

 
I do not appreciate being lied to over a promotion my family has been apart of the att family for 15 years and loyal and no one except has had this issue with att.

ACE - Sage

 • 

117.7K Messages

1 year ago

You're only listing one of the requirements which is to trade in an eligible phone. Did you meet all of the other requirements?

You had to be on an unlimited data plan with a base price for one line of $75 or more. The current plan that qualifies is the Starter plan. The unlimited value plus plan and metered plans are specifically excluded in the promotional details.

You had to trade in your phone within 30 days, did you meet the 30 day requirement?

If you did not meet the requirements for the deal, you would get book value for the phone which apparently is $150

New Member

 • 

3 Messages

1 year ago

Yes I meant all eligibility requirements I sent the phone in on December 14 on December 27 I received it January 11 they processed it the original order was on November 30 therefore all requirements were mad I did send the phone back within the 30 day frame

Community Support

 • 

232.2K Messages

1 year ago

Hello Kingjayys, we know how important it is to receive the full credit for a device you returned.

 

Let's meet in a Direct Message, so we can further review this. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

Kristin, AT&T Community Specialist

ACE - Expert

 • 

14.3K Messages

1 year ago

I sent the phone in on December 14 on December 27 I received it January 11 they processed it the original order was on November 30

Huh? Are you trying to say you bought the new phone on November 30 and AT&T received the trade-in on December 27?

ACE - Sage

 • 

117.7K Messages

1 year ago

@Kingjayys

I always wonder what's going on when somebody skips an entire paragraph and just focuses on a different paragraph. 

So you mailed in under 30 days.  I think.  You didn't exactly nail the timeline

You had to be on an unlimited data plan with a base price for one line of $75 or more. The current plan that qualifies is the Starter plan. The unlimited value plus plan and metered plans are specifically excluded in the promotional details.

You completely ignored the part of having an unlimited data plan.

New Member

 • 

3 Messages

1 year ago

Sorry I was typing fast and frustrated so I order my

upgrade device on 11/30 

recieved my upgrade device 12/2

sent in my iPhone 11 for the upgrade promotion 12/14 

ATT received my

phone on 12/27  

ATT processed my trade in on 1/11/

3 Messages

1 month ago

At&t rips off all their customers by lying just to make a sale of a phone thaf probably costs 10 bucks to make and they charge.us hard working people $1200.00

3 Messages

1 month ago

I called at&t acting like a potential new customer over 10 times and they lie straight up saying oh you get thw iphone blah blah blah for free then they say oh you'll see the. Bill credits in 3 months, that in itself is a freaking scam. So after the 3 months I should get an automatic refund of like $25.00 x 3 payments for the new phone. Just like when I move and reconnect my att internet 3 times I've moved and they charge me crazy like from free internet to like 200 and.it happens every time I mive . Think.about all the dead people out there att is probably still charging and getting money from them. These people are trained like robots so they think they do no lae breaking but they all do

 And there's no getting them to understand you or your story or your pain. Trust me I've told them.over 1,000 times amd they still keep lying to me . Oh your ipbone14 is free.  (Edited per community guidelines)

(edited)

ACE - Expert

 • 

14.3K Messages

1 month ago

At&t rips off all their customers by lying just to make a sale of a phone thaf probably costs 10 bucks to make and they charge.us hard working people $1200.00

AT&T doesn't make phones. They sell phones made by other companies at retail value. 

I called at&t acting like a potential new customer over 10 times and they lie straight up saying oh you get thw iphone blah blah blah for free then they say oh you'll see the. Bill credits in 3 months, that in itself is a freaking scam. So after the 3 months I should get an automatic refund of like $25.00 x 3 payments for the new phone.

That's correct. The promotions take up to 3 billing cycles to go into effect, but there are "make up credits" on that bill.

Think.about all the dead people out there att is probably still charging and getting money from them.

If no one has called and told AT&T the account holder passed away and the bank account for autopay hasn't been closed, AT&T has no way of know the person is dead. I'm sure that's a rare circumstance, though. Most bank accounts associated with deceased person are closed fairly soon after the death, depending on the probate process.

 And there's no getting them to understand you or your story or your pain. Trust me I've told them.over 1,000 times amd they still keep lying to me . Oh your ipbone14 is free. 

That might have been the promotion when you spoke with them. Right now the iPhone 14 is $5.99/month with the promotion. 

I have no idea what story or pain you're referring to. 

ACE - Sage

 • 

117.7K Messages

1 month ago

@(Edited per community guidelines)yjackson5 

Just like the original poster, there's no evidence in your post that you understood what the requirements were.   

1.  You had to purchase a qualified new phone with installments and trade in a phone within 30 days, or purchase a phone on one of the "no trade-in required" deals. 

2.  You have to be on a qualified unlimited data plan. Currently the starter plan is the minimum plan that qualifies. The extra plan and premium plan and some of the older unlimited data plans also qualify. If the word 'unlimited' is not in the name of your plan, you  do not qualify.

3.  You have 30 days to trade in your old phone.  I recommend the people avoid mailing their phone which means you have to make a purchase in person at an AT&T store so you can make your trade in at that same store and get a paper receipt that shows that you did qualify. That paper receipt is your proof Don't lose it. 

   3a.   If you must mail your phone, document every step of the way, getting a receipt at the post office for your shipment, then following your tracking number on newgistics website all the way to Assurant Mobile

(If you mail your phone AT&T never sees it. They do not get the phones. They go to a third party business which takes phones from AT&T, Verizon, T-Mobile, Google, and Samsung, and possibly others)

(edited)

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.