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Thu, Jul 2, 2020 1:47 AM

AT&T lost phones I sent through the mail for a trade in

1.      In January 2020, I switched my phone carrier from Sprint to AT&T and was told by a representative that if I trade in four iPhone XRs and one iPhone 7plus for five iPhone 11s, I would receive $3500.00 in credits ($700 per phone) which would be applied to my bill for the term length of my contract. I mailed in the five phones to AT&T using a shipping label from AT&T as per the instructions of AT&T representatives and received a confirmation from USPS that the phones had arrived at a warehouse in Forth Worth, Texas in January 2020. I also received a confirmation that the phones were received by a AT&T representative. These credits were not applied to my account even after six billing cycles. When contacting AT&T, customer service representatives claim that they never received the phones and do not offer any solutions. After spending 24+ hours over five months on the phone with over 15 different customer service respresentatives, I have had no resolution to this issue. Very few representatives and supervisors were helpful and genuinely attempting to find me a solution while the others basically told me that there was nothing they could do even though I was promised a certain rate. The representative I initially talked to is also unavailable since February, not answering to any phone calls or emails. I am currently paying almost double the phone bill I was promised I would pay by an AT&T representative due to the $3500.00 worth of credits not being applied to my monthly bill. My first bill was $699, almost four times what I was promised I would have to pay. I now pay $297 monthly instead of the $150 plus tax and fees I was promised. I have talked to so many people over so many months and have had no resolution. I literally did everything that I was told to do by AT&T representatives and somehow I still got stuck with a bill twice what I was promised. 


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Community Support


127.4K Messages

a month ago

Hello @santhosh_ruby,


Thank you for reaching out to us. For questions about the delivery confirmation of your mailed trade-in devices, please contact our Trade-in Support department at 888-445-6005 for further assistance. Hope this helps!


Sean, AT&T Community Specialist

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