Another trade-in scam story
I have been an AT&T customer since cell phones began. I have never missed a payment and always trade in my old iPhones for new ones with AT&T. A month ago, I traded in two phones (one because my husband decided to leave another company and get a second line on my account) for new iPhone 14s. We followed the instructions for the trade-in to the letter, including turning off the "find my iphone" function. I found out yesterday through a text that they did not honor one of the trade-ins. I had to call to find out why of course. They claimed that the notes in the file from the trade in dept. said that the phone I returned had 64 MB storage rather than the 128 MB I'd claimed. And they said that I had failed to turn off the find my iphone function. Both of these claims are totally untrue. I have the actual purchase agreement from 2019, and it shows a 128 MB phone. Plus, the Target employee I worked with checked the storage before completing the paperwork. And I am 100% sure that I turned off the function. Yesterday, after hours on the phone, one customer service person said that if they got the storage wrong, it seemed likely that the other conclusion was also incorrect. I can only imagine they were confusing my phone with someone else's. But of course, it is my word against the trade in employee's word. And despite my having been a good customer for all these years, my word is apparently worth exactly zero. I spoke to so many customer service people on the phone for hours, and every one merely repeated what the comments said. No supervisor or manager would do anything other than to say "We're sorry that you are frustrated!". How can it be legal for a company to be able to claim something without evidence? I can no longer access the phone so I cannot prove that the comments were in error. So, I'm out $350. I am going to file a formal dispute, but I wanted to alert others to this problem. I will surely leave ATT as soon as I can, even if I lose money doing it.