Shop holiday gifts while you still can - Everyone gets our best deals on any smartphone!
Need help understanding your bill?
msburnz's profile

Contributor

 • 

10 Messages

Thursday, April 13th, 2023 10:20 PM

Att scammed me out of my trade in phone. Theft

I purchased an iPhone 14 pro Max with the trade-in option. With an $800 credit. AT&T never sent me a return kit. So I called them and had them send me the kit. I sent them the trade-in phone the day after I received the kit. That was 5 months ago. I called and spoke with someone a couple of months ago and they told me that I would just need to keep waiting for my credit. So I did. And now a total of 5 months later I called them again and now they are telling me that my trading was received late and I will not be getting a credit. But I will also not be getting my phone back. They offered me $210 for a phone that I could have sold on my own and got $400 for it. I have been a customer with AT&T for over 20 years. And if this doesn't get resolved I will be moving to verizon. The rep let me talk to his manager. And the manager told me that the $800 credit was above her limit so she sent it to someone else. I'm waiting to see if they approve it. The AT&T rep even told me he agreed with me that AT&T was in the wrong. Because they never sent me the kit. And if the day that they sent me the kit it was past the 30 days they should have told me that I'm sending a phone in for nothing. They should have told me that I'm not going to get the $800 that I was promised.. Instead they let me send it in, thinking I would get it, and kept my phone. This is theft. They agreed that they received the phone and it was in good normal condition. The tracking number shows it was sent the day after I received the label. They agree to this as well. I have all of our conversations recorded. I have screen shots showing the device has been received by att and approved. If this isn't resolved and my account credited by April 18 (the date the "manager" said to wait) I will be filing an FCC or/and BBB complaint. 

ACE - Expert

 • 

64.7K Messages

8 months ago

Your only chance for a resolution is to escalate to corporate by filing an FCC or BBB complaint. They have the authority and often do resolve these trade in issues but if you missed the 30 day deadline for sending in your trade in simply because you waited too long to call for a return kit, they may not be willing to budge. Were you not aware of that 30 day requirement? Anyway, file the complaint and good luck.

Contributor

 • 

10 Messages

8 months ago

When I did the trade in, the rep told me to "wait for the trade-in kit". So I was waiting for the trade-in kit. When some time went by I realized I hadn't received the trade kit so I called back. When I called back they sent me the trade-in kit. They didn't tell me anything about a 30-day return policy. If I was past the 30-day mark it was by a couple of days. But regardless when I called in for the trade-in kit they should have told me "you're no longer eligible". Instead of having me send them my phone and then not give me anything. And yes if this isn't resolved by April 18th I definitely will be filing a complaint. Because this is theft. When the AT&T rep agrees with me that it's theft... Then it's theft. Lol. 

Community Support

 • 

225.7K Messages

8 months ago

Hi msburnz, we want to help you with your trade in credits concern!

 

Let’s meet in a Direct Message to escalate your trade in credits inquiry. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums) and reply back. 

 

We look forward to working with you towards a resolution!

 

Rhoda, AT&T Community Specialist 

ACE - Expert

 • 

64.7K Messages

8 months ago

When you called to get the kit, how would the agent know if you were past the 30 days? They wouldn’t unless you asked, which you clearly didn’t. The 30 days started when you activated the new phone. You should be able to determine if the day you called was past the 30 days. Even if it was past, we know ATT will extend that beyond 30 in cases where a kit was not sent. Regardless, none of that matters now. Personally, I wouldn’t wait for the 18th, I’d file the complaint immediately but that’s your call.

Contributor

 • 

10 Messages

8 months ago

When I called to get a kit after they failed to send me one they had to look at my account to send me the kit. They have all that information in their system. Both the manager and the agent I spoke to told me they should have told me when I called in that I was no longer eligible. They don't just send return kits in without attaching it to an account and an actual trade in.

Contributor

 • 

10 Messages

8 months ago

The manager escalated the complaint up to a different department.. Bc the $800 is above her allowed amount. That's why I'm waiting until the 18th.. Bc that's the date she gave me. However an agent reached out to me here so maybe they'll resolve it. And I won't have to do anything else. But I may consider going ahead and doing it tomorrow. Because you're right. Maybe I shouldn't wait

Contributor

 • 

10 Messages

8 months ago

It's a real shame. I have been with this company over 20 years. I have five lines with them. And give them over $200 a month. AT&T doesn't seem to be what it used to be. I do not want to switch carriers. It's going to be a pain in the butt. But I will just for the point. Just for the moral point of this. Both the manager and the agent told me That AT&T dropped the ball. So if AT&T employees think also, that they dropped the ball, then they should be fix their mistake. That's good customer service. 

New Member

 • 

4 Messages

8 months ago

I am in same boat.  

I sent in 2 devices with the trade in kit the same day I got my new phones.  It keeps saying "in transit" with no updates.  Been calling Att every month to check up and they keep telling me "rest assured it will be credited by 3 months"

Everytime I call, "oh, we haven't received it".  Yes I know dimwits.  

Delivered to Agent

Picked Up and Processed by Agent

January 13, 2023

Arrived at USPS Regional Facility

SEATTLE WA DISTRIBUTION CENTER  

January 12, 2023, 9:54 am

USPS in possession of item

EVERETT, WA 98204 

January 11, 2023, 6:35 pm

that's all I have.

(Edited per community guidelines)

(edited)

ACE - Expert

 • 

13.7K Messages

8 months ago

They're right it takes 3 billing cycles for credit to be applied. Since you don't have tracking information for after the agent picked it up, you can't see what happened after that. 

That said, save that screenshot. You have the evidence the phone was accepted by USPS, which is all you have to due. From there it's on AT&T. If credits aren't on the 3 bill, file a BBB complaint to escalate. 

New Member

 • 

4 Messages

8 months ago

3rd bill has passed....no credits.

Not finding what you're looking for?