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Dmoscow123's profile

6 Messages

Tuesday, May 14th, 2024 5:08 PM

2022 trade in promotion canceled

My trade-in promotion I've had on my account since 2022 has been canceled. I was told it's because I can not cancel any lines on my account even if the line is not on a promotional or has an installation. Where does it state that. I understand keeping the lines with the promotion active. However this line I canceled has nothing to do with my promotion and has been on my account for ages. I got the new device February 9,2022. I canceled the extra line in March, 2024

ACE - Expert

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14.4K Messages

1 month ago

From what I understand, you can't cancel another line for 90 days, so that shouldn't be an issue.

Did you change your plan? If you no longer have a qualifying unlimited plan, then the promo no longer applies. 

If neither of those are the case, file a BBB complaint to get escalated to someone who has the authority to get to the bottom of any issue.

6 Messages

1 month ago

No I didn't change my plan at the time of cancelation. I was told it's because I canceled the line that I've had on my account for 5 years. 

6 Messages

1 month ago

I was told I signed a trade in agreement. But they are unable to send me the signed agreement. I'm also unable to find it in my email. The only agreement I have is saying I'm responsible for keeping the line with the promotion active 

ACE - Master

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10.9K Messages

1 month ago

It says it right here under Important Notes.

https://tradein.att.com/offer-details

  • For new lines, if you cancel service on any other line on your account within 90 days of activating the line under this offer, device credits will stop.

6 Messages

1 month ago

I've had the phone with the promotion on my account for 2 years. We'll past the 90 days

Community Support

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232.8K Messages

1 month ago

Hello @Dmoscow123,

 

We hear you. Let's get the help you are looking for.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our contact us page: AT&T Customer Service - Phone Numbers & Live Chat (att.com), and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

Let us know if the above information helps!

 

Thanks for visiting AT&T Community Forums.

Kelly, AT&T Community Forums Specialist.

 

ACE - Master

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10.9K Messages

1 month ago

Did you cancel the old line within 90 days of getting the new phone?  That’s what the note says.  Nothing to do with how long you had the old line that you canceled.  It’s when you canceled the line in relation to getting the new phone/number.

6 Messages

1 month ago

No I did not cancel the line before the 90 days. I didn't get any new phone numbers for the trade in promotion. All the numbers on my account are old number that's have been on the account for years. They just stopped giving me credits this month after receiving my trade in credits for 2 years. After canceling a old unused line. 

ACE - Sage

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118.2K Messages

1 month ago

Is it possible the trade-in agreement was on the line that you canceled and you were just using the phone on a different line?

   A lot of people do that. They borrow an upgrade from one of the kids, move the older phone to the kid and move the newer phone to Mom and Dad's line.   The installment remains on the line the purchase the phone even though the phone's being used somewhere else.

It would help if you knew which line was paying the installment and getting the bill credit. If you look at previous bills, It might be illuminating 

6 Messages

1 month ago

Well I had 2 phones and they canceled both my promotional credits on both line. The lines that always had the installments are currently active. 

(edited)

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