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soyanarchisto's profile

New Member

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7 Messages

Wednesday, February 1st, 2023 7:46 PM

Trade In Rebate Not Credited

I transferred to AT&T from Verizon due to service issues and when I initiated the account in August, I was told that if I send in my iPhone XR I would get a credit of $700.  I even have the email confirming this was the plan I signed up for.  The rep I dealt with over the phone provided no instruction on how to send in the phone and I expected to receive some notification. 

When my first bill arrived and the credit had not been applied, I contacted customer service to determine what needed to be done.  She told me they would send me a shipping label.  No further contact.

When the next bill arrived, I again contacted customer service and this time while I was on the phone with them I received the shipping label.  I boxed up the phone and sent it in.  I received confirmation that it was received.

The next bill arrived and I was credited $100 for my phone trade in.  I contacted customer service again and was promised I would be receiving the remaining $600.  I have not.  Now customer service tells me they can do nothing further.

I agreed to $700 for my trade-in, not $100.  I have that in writing.  AT&T is in breach of this contract and refuse to credit my account the remaining $600 and alternatively, refuse to return my phone.  I never would have agreed to accept a mere $100 for the XR and instead would have kept it as a backup.

How do we resolve this situation?

ACE - Expert

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35.1K Messages

1 year ago

Getting $100 is a red flag.  The way these deals work is if your phone is on the list, and valued at at least a certain amount (due to condition), then you get monthly rebates over 36 months of service (700/36 each month, plus a little bit to catch up for the months already passed).  If the phone doesn't meet the minimum value, then you get a one time credit on your bill.  Sounds like that's what happened.

Did you ever check the online terms and conditions for your deal to see if your phone was supposed to qualify for the deal, and what the minimum value was?  What was the new phone you purchased from AT&T?

New Member

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7 Messages

1 year ago

New phone was purchased from AT&T.  I was told by the sales rep my XR qualified for the deal (even says it in the contract).  The customer service reps keep telling me that the promotion that allowed for the $700 trade-in, expired by the time I was able to get the phone in.  I said "thats not my fault, I kept getting told I would get the mailing label."  The response from the rep was that I could have taken it into a retail store.  I was never told that at the time.  

It would seem that AT&T is trying to capitalize on their customer service errors.  

Regardless, I never agreed to a $100 trade in value so I want my phone back or my account credited the remaining $600.

ACE - Expert

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35.1K Messages

1 year ago

You will need to get to an escalated level of support to get anything to happen, though getting your phone back isn't an option.  Lodge a complaint with either the FCC or the BBB.  You should get a call back from AT&T within a couple of days.

New Member

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7 Messages

1 year ago

The BBB?  Are they even a viable entity anymore?

ACE - Expert

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35.1K Messages

1 year ago

Depends on what you mean by "viable entity."  You open a complaint with either of the two, they will forward the complaint to AT&T.  AT&T will contact you.

New Member

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7 Messages

1 year ago

Can't hurt.  Thanks for the comments

Former Employee

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32.9K Messages

1 year ago

you wont get your phone back as it was sent to hyla mobile a cell phone recycler its likely in a thousand pieces 

Community Support

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231.4K Messages

1 year ago

Hello there @soyanarchisto, that's not the experience we would like for you to have.

 

Thanks, @JefferMC and @Constructive for your feedback.

 

Let's meet in a Direct Message @soyanarchisto, by locating the chat icon next to the bell icon in the upper right-hand corner of the forums page, in order to take look into your account about your trade-in credits.

 

In the meantime, please gather your account information to meet in a more private setting.

 

We look forward to chatting with you.

 

Ashley, AT&T Community Specialist

ACE - Expert

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35.1K Messages

1 year ago

@soyanarchisto please post back in this thread to let us know if ATThelp was able to help you in this DM, or if you had to do the complaint and how that worked out for you.

Thanks!

New Member

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7 Messages

1 year ago

I see no DM icon. 

I will report back if this issue is resolved but so far I have talked to about a dozen different customer service reps and nothing changes.

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