“Next Up” Eligible Upgrade for Mobile Phone
Being a retiree, I continue to use AT&T products and services, of which I have been satisfied. However, after numerous attempts to secure resolution (e,g,, three AT&T stores, Mobile Customer Service and Executive Customer Service), I feel I have no other option than to formally document this matter in hopes of some escalated resolution.
For the first time, we opted for the “Next Up” option with our last upgrade to an iPhone 12 Pro. After having paid half of the installments on this phone, we were advised that this line was now eligible for an early upgrade, expecting per plan provisions, “After upgrade, unbilled installments would be waived”. We were then alerted via television advertising (and AT&T Home Screen announcement), that we could upgrade to an iPhone 14 Pro on AT&T. Checking the details of this promotion, we found out that the iPhone 12 Pro could be traded in for a $1000 credit on the iPhone 14 Pro, hence no cost to us. However, when we tried to order this upgrade, we were advised that due to it being a “Next Up” upgrade, the iPhone 12 Pro credit was reduced to $500.
Based on this result, we have received absolutely NO benefit to having paid now $90 for “Next Up”, in fact a net loss of $167 for having this installment option (i.e., to move forward with the upgrade would cost us $590 – loss of $500 credit plus $90 Next Up cost vs. not having the “Next Up” option and paying off the remaining current balance of $433.21).