Trouble with new AT&T wireless

This is definitely not the experience we want you to have, @Smojarro.

Thank you to the ACE's for the help. 

We do understand your frustration and how much trouble this must have caused you. As the ACE stated, once a device is sent in to our trade-in department, we cannot retrieve the device. You mentioned you got the iPhone 12 mini 3 days ago, so with that bring said you are able to bring your device in for an exchange for phone of your liking. 

Currently, the iPhone SE 2022 is going for $11.95 a month, which is more than you are paying now. Please feel free to review our list of devices to see which device will work best for you. If you have any questions about the device or prices, let us know! We are happy to go over that with you. 

To return or exchange a device, with our Buyer's Remorse Exchange,  you have a 14-day period to do so.

• If you bought your device online through an AT&T or non-AT&T store, give us a call. We'll be happy initiate your return or exchange and get you a shipping label. Call 800.331.0500.
• If you bought your device online, at an AT&T store, or used the AT&T Right To You delivery service, you can make your return or exchange at any AT&T store.

Lastly, if you would like to submit feedback on the rep who assisted you during this process, we will be happy to bring you into a DM to proceed with processing that for you. 

We do look forward to your response. 

Clarissa, AT&T Community Specialist 

So he took my phone and left. He did not give me my new number,

Didn't you keep your number from your previous service provider? People always do that. Whatever phone number is assigned to the phone is visible in the phones settings. 

account number,

Since you have Home Services as well as wireless, you have a combined account. All of your account information including account numbers will be available to you online when you create your access ID if you have not already done so. 

he didn’t let me back up my old phone or transfer the information before he left.

No sir, this is on you. It is our responsibility as users to make sure that we are making a regular backup of our devices, to know our passwords Etc. What happens if your device is lost stolen or accidentally destroyed? There wouldn't be anyone to blame, but yourself, for not having made a regular backup of your device. 

Well, I got locked out of my apple account because it seems like he changed the password.

He cannot change your password unless he knows your password which means you would have had to give it to him. You should never under any circumstances share your passwords with anyone except your next of kin if so trusted. 

So apple is saying I have to wait 25 more days to be verified because they want to send the code to my old phone.

Well that isn't going to happen. Your old phone has been factory reset and now belongs to hyla mobile, the recycler. 

I lost all of my information because my phone didn’t back up (already established as a user responsibility) 

and I hate this iPhone 12 mini. Oh and talking to customer service I found out the phone isn’t $5 it’s $5 a month.

Um yeah... As advertised.  And it's not billed as $5 a month it is billed for the full retail price with a credit applied for $12.50 making the net total $5 a month. It may take 2 to 3 months for the credits to apply on your account.

    The only incorrect information I see is that the old phone was not required as trade in for this promotion. At least not the currently advertised promotion. It may have been required under the terms of your switch agreement from your previous carrier but not as a trade in for the new phone. 

It may take a little bit of a learning curve to move from physical button to gestures, but once you do you'll never go back.   

I’m super frustrated and getting angrier by the day. I got this stupid phone 3 days ago.

You are still within the buyer's remorse window. So  you can return that phone with all of its Packaging for a different phone. You might want to go to att.com and see what is available.

Well, I got locked out of my apple account because it seems like he changed the password.

You turned over your old phone without wiping it? That’s the only possible way he could have changed your password other than you sharing your password. That was a mistake. Never ever turn over an old phone for trade in without wiping it and never trust someone else to do it.

So apple is saying I have to wait 25 more days to be verified because they want to send the code to my old phone.

I guess that means you also never set up a trusted number. A trusted number is an alternative way to get that secondary authentication code when you don’t have access to an Apple device. So no backups and no trusted number, you have much to learn about Apple security. So why exactly do you hate the 12 mini? The only real difference from your old SE is no home button but once you get used to swiping up to open, it’s pretty much the same. My wife went from an SE to a 12 mini and had no issues.

Well, I wasn’t online or in a store when the home expert sold me the phones. I had originally asked for a se 2022 and he texted me saying that this phone is better and that it’s only $5. I didn’t ask for a iPhone 12 I asked for a iPhone SE 2022 and the tech took it upon himself to know what was best for me. I hate this stupid little phone. He was at my house to look at the set up for my internet. I explained that I am a disabled veteran and I’m on a fixed income. That is why I asked for the type of phone I had. So I guess I’ll have to go to a store with my walker even though they delivered it to my house in person to take care of this

Sandblaster, I asked him and he said it was common practice. I also asked a lady home expert who came to recon for my cable and she said the home experts do that

@Smojarro

What was referred to as common practice?

AT&T help, yes please because I would really like to let someone know. I understand that I can’t get my old phone back and I’ve accepted that. I’ve only had that one apple phone. So no I don’t know about a trusted number. Plus I’m older and the new technology is frustrating. I liked the finger thing because I had all my apps set up and it was easy to access. 

Thank you for the response, @Smojarro.

Let's meet in a DM to proceed with submitting feedback. You will find a chat icon next to a bell icon in the upper right corner of this page. Our next message will appear there. 

Thank you for contacting AT&T Community Forums! We look forward to chatting with you soon. 

Clarissa, AT&T Community Specialist