New Member
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4 Messages
Trade in device Issue
I ported 2 numbers from Verizon to AT&T last year October and enrolled in trade in program. AT&T had a deal for $700 trade in (per phone) for porting from other carrier and getting an unlimited plan. AT&T sent the shipping label through mail and used the same to return the device. For one number I started to receive the trade in credit but for the other one still I am not receiving any credit. When I called the customer service (611) they said they can't help on this and transferred me to the Trade-in department.
I mentioned the issue with the Trade-in department and they said they never received one of the trade in phone and asked me to raise a complaint with USPS. I raised the complaint with USPS and they responded back saying the device was successfully delivered to the sort facility in Nashville, TN and ATT needs to contact HYLA MOBILE.
I provided these details to the ATT trade-in department and they said they have raised the case and they will respond back in 48 hours. It's been several weeks after that and I never received any response from ATT. I tried reaching the ATT trade in department couple of times after that and every time they mentioned, they have to create a new case and they had no idea on the old ones I reported. Recently I called them again and they just cut the call as I was speaking to them. It's also not easy to call the Trade-in department directly through (Phone number hidden) number and I have to call the customer service (611) and ask them to connect to the Trade-in department.
Is there any other way to escalate this?
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.3K Messages
4 years ago
Greetings @vsk_in4u
We can definitely understand your dissatisfaction when trying to receive your remaining trade-in offer. Allow us to get you in the right direction!
For additional assistance with the device trade-in inquiry, feel to access our AT&T Trade-In Program/Contact Us portal to submit further information, or contact our AT&T Trade-in Support Team at: 1.888.445.6005 which are available (Monday - Friday 7am to 10pm PST/ Saturday - Sunday 9am to 7pm PST).
We hope this helps, and thanks for reaching out to the community!
Dwight, AT&T Community Specialist
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Accepted Solution
ShaunS
New Member
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5 Messages
4 years ago
I ended up making a BBB claim and got a call from AT&T’s Office of the President. After talking with the guy I got my $700 credit and was basically told it is happening a lot.
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sixfivesuited
New Member
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4 Messages
4 years ago
(edited)
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Nand
New Member
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3 Messages
4 years ago
did they ever resolved your situation. I’m also in the same situation now. Please let me know
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mjmlkm1909
New Member
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1 Message
4 years ago
I have been dealing with the same issue from December 2019. We ported 2 numbers and traded in 2 iPhone 8s. The trade in department continues to escalate it to the level 2 team and I never hear anything. They tell me the promo code has not been assigned which is an error on their own local store. I call the local store but unable to speak to a supervisor to get anything done. I call every couple months to try and resolved this but still unsuccessful. Unacceptable ATT!
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mmar1211
New Member
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1 Message
4 years ago
I have been dealing with this for 8 months and have not received trade in for 4 phones. I have spent at least 20 + hours with AT&T and similar with Hyla. A manager with HYLA said it is a common problem and often the old phones are sent back in the box with shipping label from new phones. I spoke with a manager in AT&T Loyalty Department in May, who said he did the exact same thing himself and was dealing with it. My next course of action is filing a complaint with the FTC...it seems based on the comments and feedback that there are serious issues with the process which are not being addressed and maybe a (Edited per community guidelines) would make sense.
(edited)
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Erininsd
New Member
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18 Messages
4 years ago
I had the same exact thing happen with my phones, $700 per phone was supposed to be credited, but one phone seemed to get "lost". It shows that it was never delivered through USPS but when I called the so called "trade-in" company they said it was received very damaged with a cracked screen and scratches all over the back of it, it was in pristine condition when I sent it. I don't know how this could've happened since I used their packaging and left the Otterbox cover on the phone since the packaging seemed flimsy. So tell me how does it get a cracked screen or scratches on the back with a cover on it? I spent numerous phone calls with customer service trying to get to the bottom of it and at one point was told they were going to credit my account $700. When the credit didn't show up I was told that corporate wouldn't approve it and I needed to contact the "trade-in" company for resolution. Based on my experience along with other posted experiences with the "trade-in" company I just decided to give up. The whole deal is a total scam and I'm thinking of contacting an attorney about a (Edited per community guidelines) (Edited per community guidelines).
(edited)
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ShaunS
New Member
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5 Messages
4 years ago
Dealing with them on my trade in that I sent back with a screen protector, in the original Apple box and bubble wrapped inside another box. Said my screen was cracked and therefore ineligible for $700 credit. I’m going to contact BBB and let everyone know on social media to stay away from AT&T
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mario100186
New Member
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2 Messages
4 years ago
Hey guys,
Same issue i sent my phone back in their flimsy bag and still in my case. Somehow it arrived with a broken screen and not they are not billing to assist.
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mario100186
New Member
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2 Messages
4 years ago
I think we should proceed with a (Edited per community guidelines)?
(edited)
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