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krigar's profile

Tutor

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7 Messages

Mon, Jun 19, 2017 10:28 PM

Not getting my credit for trand-in when I signed up.

In April of 2016, I switched from Verizon to ATT. There was a switch up promotion. Store agent told me they pay for my early termination fee, If I trade in my phone, get new phone with ATT next, port in existing number. I did all three. First response I got after sending in my final bill was that they cannot issue me for early termination fee because my trade in phone value was higher than early termination fee. So then I asked for the credit for my trade in phone, (store gave me invoice of $215 value for trade in phone), ATT rep told me they will send out a check. After couple months, I haven't received my credit so I went to the store, they said ATT will send me another check. 3 months went by, I still haven't received anything. I went back to store and they told me to call customer service because they told me they did their part. So I have been calling customer service every 3 month to get my credit but they just keep transferring me to different departments where I get disconnected after 30+ min of waiting on the line. 

Should I consider a small claims court for my case?

Gary L

ACE - Expert

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15.8K Messages

5 y ago


@krigar wrote:

In April of 2016, I switched from Verizon to ATT. There was a switch up promotion. Store agent told me they pay for my early termination fee, If I trade in my phone, get new phone with ATT next, port in existing number. I did all three. First response I got after sending in my final bill was that they cannot issue me for early termination fee because my trade in phone value was higher than early termination fee. So then I asked for the credit for my trade in phone, (store gave me invoice of $215 value for trade in phone), ATT rep told me they will send out a check. After couple months, I haven't received my credit so I went to the store, they said ATT will send me another check. 3 months went by, I still haven't received anything.


THREE questions for you:

  1. How much did you own on your Verizon phone
    (don't care what the bill was, just what you owed for the phone)
  2. You didn't get any credit for that $215 when you purchased your phone?
  3. What does "store gave me invoice of $215 value for trade in phone" mean?

 

 

Contributor

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1 Message

5 y ago

There is some third party company that handles the refunds. I only know this because I had to contact them 4 times before someone finally contacted that company about the refund. She put me directly through to talk to them. Turns out all they needed were the numbers and how much each number was to be refunded. So I don't know if that's an option, but it was resolved pretty quickly after I spoke to them.

Tutor

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7 Messages

5 y ago

THREE questions for you:

  1. How much did you own on your Verizon phone
    (don't care what the bill was, just what you owed for the phone)
    It was $200 for early termination fee.
  2. You didn't get any credit for that $215 when you purchased your phone?
    I didn't get any credit.
  3. What does "store gave me invoice of $215 value for trade in phone" mean?
    Attached invoice I got from the store.
    ATT.png
Gary L

ACE - Expert

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15.8K Messages

5 y ago

@krigar Not that I'm an expert but it all looks good to me!

 

Send all that info and the image (with your personal info), account number and contact information and make it super clear that you've never gotten any credit even though you got that receipt to @ATTMobilityCare and see if they can help you. Send any other notes and details on any other contact that you've made since then.

 

I'd expect them to get back to you within a week, not a solution in a week, but at least get back to you. This is a year ago...

 

 

ACE - Sage

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92K Messages

5 y ago

The $215 invoice is indicating they already paid you in August 2016.  

ATT does not usually provide a trade in amount by check.  The amount is given as a credit on the account, or as a gift card to use on ATT goods or account payments.  

It does not appear to be a check stub.  Who was this supposed $215 paid to?   This needs to be investigated.  If a check was issued, it never went to you, maybe lost in the mail.  

Message @ATTMobilityCare to investigate the payment.    

This is the only amount you are due if it exceeded the ETF.

 

Gary L

ACE - Expert

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15.8K Messages

5 y ago

@lizdance40 If you look at the where it's highlighted in yellow, it does say "check request".

 

 

MicCheck

ACE - Expert

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10.7K Messages

5 y ago


@lizdance40 wrote:

The $215 invoice is indicating they already paid you in August 2016.  

ATT does not usually provide a trade in amount by check.  The amount is given as a credit on the account, or as a gift card to use on ATT goods or account payments.  

It does not appear to be a check stub.  Who was this supposed $215 paid to?   This needs to be investigated.  If a check was issued, it never went to you, maybe lost in the mail.  

Message @ATTMobilityCare to investigate the payment.    

This is the only amount you are due if it exceeded the ETF.

 


To me, that bottom part does look like a check stub, with the check number in the top right corner, invoice number, amount paid, etc. 

 

At the same time, I looked up  PCS Station, Inc. and that appears to be an authorized retailer, so God only knows how many ways this good have gone wrong. 

Tutor

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7 Messages

5 y ago

I will send all the info to @ATTMobilityCare. 

Hopefully they can figure out what went wrong. Store did tell me that I would get the credit in form of credit on my bill statement. Everyone I talk to on the phone with customer service is clueless.

Gary L

ACE - Expert

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15.8K Messages

5 y ago

I agree with @MicCheck it does look like the part torn off a check and in the lower right of the image it does say AMT PAID.

 

@krigar Did you buy anything at the time you purchased your phone? 

 

Are you 100% certain they didn't apply $215 to the cost of your phone.  

  1. How much was the phone?
  2. How much are monthly payments?
  3. How many monthly payments are there?

 

 

 

ACE - Sage

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92K Messages

5 y ago

@MicCheck   I think that makes sense.  It does look like a check stub.  

So the question is, where did the check go?  

 

 

Tutor

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7 Messages

5 y ago

 

  1. How much was the phone?
    I did BOGO. Purchased 2 Iphone6s 64GB @ $749. 
  2. How much are monthly payments?
    Right now I am paying $25 for each device. In addition, I am getting credit of $21.67 each month as part of BOGO promotion. So it ends up being $28.33/month for both. 
  3. How many monthly payments are there?
    There are 30 installment payments. I am on 15th so far.

ACE - Sage

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92K Messages

5 y ago

That's $1500 which had to pay sales tax on at purchase.  Did you pay sales tax with the check?  Cases?    Screen protectors?   A lot of people do use the credit to avoid paying those monies out of pocket.  

 

Tutor

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7 Messages

5 y ago

I believe I paid taxes at the store, but I am 100% sure. I didn't buy any other extras. Even if I didn't pay taxes for $1500, it cannot be more than $215...

I need to check my card statement for payment for that date, check to see if I paid anything.

ACE - Sage

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92K Messages

5 y ago

Please let us know where that check went....  I have to wonder how often that happened to other customers.  The trade in is not supposed to be a check.  Something fishy...

 

Trade-in Credit: Instant credit or AT&T VISA Promotion Card issued by MetaBank™ or CenterState Bank of Florida NA, via license from Visa U.S.A. Inc. (may take 3 weeks to receive). Not redeemable for cash & non-transferable. Credit/Card valid for 5 months & for use only to purch. AT&T products & svc in AT&T owned retail stores, at att.com, or to pay wireless bill. Add’l cardholder terms & conditions apply & are provided w/Promotion Card. At dealers get credit (w/add’l terms) for use at dealer.

Tutor

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7 Messages

5 y ago

I am really frustrated with this situation, and wondering the same thing.. where is my check?

Do you mean that the store I went did something different with the phone I traded in? Should I go back to the store and ask what happend?

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