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DHinOK's profile

New Member

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4 Messages

Sat, Sep 24, 2022 1:41 AM

USPS lost $700 trade in phone -or- HYLA Mobile lost it, How does AT&T handle a lost trade in?

Did the $700 trade in promo. 

Step 1 - Received return box, followed instructions, took phone to USPS post office and have receipt it was received.  NO shipping status update from USPS for two weeks. 

Step 2 - Contacted AT&T was told to contact USPS. 

Step 3 - Contracted USPS and filed a request to track shipment/investigate what happened to the phone.  Received response from USPS today that it is AT&T's problem and they need to contact their 3rd party handling the return phones (HYLA Mobile).  USPS claims phone was delivered to HYLA and they lost it at their facility in TN.  USPS also let me know they "USPS" is not liable for anything per federal law "even their own negligence". 

Step 4 - Contacted AT&T was told to wait until my bill shows that i did not receive a trade in credit for next 3 months then call back.  Really?  that is customer service?

I followed all the instructions.  I was told the only way to return phone for trade in was per "AT&T approved method".  Which I found out is handled by a 3rd party for AT&T.  According to AT&T it has to be returned within 30 days which doesn't seem possible if they lost it and then if I wait 3 months to call back they will just say you didn't return it within 30 days?

Now what do I do?

ACE - Sage

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102.2K Messages

2 months ago

1.   How long has it been since your purchase?

2.   How long has it been since you shipped your phone? You did have 30 days from the date of purchase to post your old phone to hyla.

3.   Do not lose your proof of shipping. It is correct that if you have proof that you took the package with the smart label code and checked it in at the post office it puts the responsibility on AT&T as the shipper to compensate if the package is lost. 

4.   AT&T has approximately 90 days from the date you shipped your old phone to start making credits for your trade in. If it has not yet been 90 days since you shipped your phone you cannot yet assume that the phone was not received by HYLA.  

Stuff happens, it is entirely possible the package was lost in the same post office where are you dropped it off.

  Been there.   I sold my original Google pixel to somebody in North Carolina. I insured it for a full value. 2 weeks later there was still no tracking, so I filed a claim and received the full amount from the post office plus my insurance and shipping cost sent to me by check. 6 weeks later I get a message from the purchaser that it showed up. Tracking finally did as well.  The tracking dates also delayed, showed that the phone had been all over the United States, not a straight line from CT to NC, in the week before showing up.  

New Member

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4 Messages

2 months ago

1 - 28 days

2 - 20 days

3 - I have proof and documented receipt from USPS

4 - Anything is possible but USPS has responded in writing that it was delivered and AT&T says their system states it was not.

Thanks.  Just very strange how AT&T customer service puts all the burden on the customer to do the tracking when it is really their responsibility once it is shipped.

ATTHelp

Community Support

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204.1K Messages

2 months ago

Hello, @DHinOK. Thanks for reaching out to us about your trade in. We know how important it is to track your device that was sent in to us, so you can get credit for it. We can help.

 

It is true that is can take 3-4 billing cycles before your credits are received. This gives us time to receive and process your device. You should definitely keep checking the status of your trade-in device. 

 

Let us know if you have any other questions or concerns!

 

TT, AT&T Community Specialist

New Member

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4 Messages

2 months ago

Thanks for the feedback and advice but my question in the title has yet to be answered.  "How does AT&T handle a lost trade-in?" 

Other than keep checking the status for 4 months.  I would think AT&T can do better.  Considering they can tell me down to the kilobyte how much data each of my 8 phone lines uses each month.

ATTHelp

Community Support

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204.1K Messages

2 months ago

Hello, @DHinOK! We understand the importance of wanting to know what happened to the lost device!

 

We advise you to contact HYLA(trade in department) to locate which facility the device was sent to and further instructions and how to proceed with the trade in. HYLA can be reached at 1-888-445-6005 and their hours of operation are Monday through Friday from 7:00AM-7:00PM CST and Saturday & Sunday from 9:00AM-5:00PM CST. 

 

Please let us know if you have any additional questions.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

ACE - Sage

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102.2K Messages

2 months ago

@DHinOK

If it says it's been delivered, then it's up to hyla to open the package, verify it has received your phone and use the smart label to indicate so.  It's Not Unusual for this process to take longer than the 20 days it has been since you posted your return.

Since you have proof of shipping, the burden is on AT&T, just save all your documentation.

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