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alcantara2's profile

4 Messages

Monday, August 21st, 2023 5:34 PM

ATT can't find my trade in phone!!!!!

My family and I have been ATT customers for 25 years.  We have been happy until I upgraded my phone with a trade in at an ATT store.  I did not keep my paperwork as I assumed that my info would be stored on my account.  The store mailed back my trade in phone but ATT has no record of receiving the phone.  The store told me they do not keep any paperwork beyond 3 days and ATT Corporate has no paperwork.  What can I do?  No one is any help!!  Thank you!

4 Messages

6 months ago

I have called 611 and talked to a supervisor.  She said the store has to fix it.  I went into the store and the store told me that customer service has to fix it.  Not sure where else I can turn.

Community Support

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229.9K Messages

6 months ago

Hello @alcantara2, thank you for reaching AT&T Community Forums. We're here to help you with your returned devices.

 

I understand this is disturbing, as it's very important of making sure what services are available for you to enjoy them to the fullest.


Let's meet in the Direct Messages to get started. (Look for the chat icon next to the bell icon in the upper right corner of the page) and, check for the notification.

Mike, AT&T Community specialist.

4 Messages

6 months ago

ATTHelp - I went to DM.  It appears the conversation has expired.  What next?

4 Messages

6 months ago

ATTHelp was no help!  They told me to return to the store where my phone was turned in.  I have returned to the store 2 times.  The store keeps no records of phone trade ins.  The store keeps no record of any activity.  I assumed that ATT would have a record of the entire transaction on my account versus relying on a piece of paper that they give to their customer! Terrible process!  From reading other threads, phones are lost all of the time! I just want ATT to make this right!

(edited)

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