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twinkatie90's profile

4 Messages

Friday, October 13th, 2023 7:42 PM

AT&T FED US LIES and DID NOT GIVE PROMOTIONAL CREDIT FOR TWO TRADE-IN PHONES THEY PROMISED WE WOULD GET!

Anyone else have the same issue? We were told and promised everything was "settled" and to "wait 3 bill cycles" for 2 years now and today they told us it's been too long to change ANYTHING and that there was nothing they could do. We have trade in confirmations and case numbers and multiple tickets opened. We are NOT accepting this, they stole our phones we traded in (one was brand new! I had just paid for it and we switched back to at&t) and never gave us the credits they PROMISED was coming.I am here to see if there is anyone else that got the run around before being told "there's nothing they can do now." Upset and Frustrated that AT&T's mistake has cost us $3,000 when this was supposed to be an even SWAP!!!

ACE - Master

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10.1K Messages

5 months ago

A search of just looking back a page or two of posts in the Wireless forums would have found a number of posts complaining about the same thing.  So, in answer to the question whether this has happened to anyone else, the answer is yes.  That said, two years is far too long to have waited to try and resolve this.  After 4-6 months, you should have been calling them, and if you weren’t getting results, filing a BBB or FCC complaint to get it escalated to upper management.

(edited)

4 Messages

5 months ago

We didn't wait, we called right away - they "resolved" and said give them 3 bill cycles to put into effect and the cycle viciously continued. I am looking into a (Edited per community guidelines) (Edited per community guidelines) as well as BBB and FCC. Today is the FIRST TIME they told us the truth-they've been lying to us up until this point. Even the supervisor I spoke to said the other people at Trade In were just wasting our time. Frustrating.

(edited)

ACE - Expert

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16.5K Messages

5 months ago

After 2 years, did you actually need a rep to tell you they were wasting your time?

4 Messages

5 months ago

We didn’t Gary but thanks for your concern. 

Community Support

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229.8K Messages

5 months ago

Hello @twinkatie90, we understand this is a frustrating situation to be in. We apologize for the mistreatment, and we're here to help get this rectified. 

 

Let's start with a few questions to help us assist you better:

 

1) Did you use the trade in kit to send us your trade-in devices? 

2) Are you on an AT&T eligible unlimited plan? This is one of the conditions you need to fulfil in order to be eligible for the trade-in credit. 

3) Was the trade-in device returned within 30 days upon receiving the new phones?

4) Have you cancelled any line from the account within 90 days upon placing the order?

 

You can also refer to our website to learn more about how AT&T ⁠trade-in works.

 

We look forward to your response!

 

Thank you for visiting AT&T Community Forums.

 

Andrew, AT&T Community Specialist.

 

4 Messages

5 months ago

1) yes 

2) yes

3) yes

3) no

I would love it if you could help as customer service, billing, and trade in dept were unable to. Thanks. 

Community Support

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229.8K Messages

5 months ago

Hey there, we'd love to help you out.

 

Thank you for contacting AT&T Community Forums. We at AT&T want the best for our customers. 

We're here for you, we understand your situation and would like to turn the experience around with AT&T for you.

 

Please meet us in a DM and let's get this sorted for you. We have already initiated a DM for you.

 

We look forward to speaking with you!

Thank you for reaching out to our AT&T Community. 

-MatG, AT&T Community Specialist.

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