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rex420's profile

New Member

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7 Messages

Sunday, May 14th, 2023 5:39 AM

How long does it take to get the trade-in credit

Just looking to see how long it has taken for other customers.  I purchased a new phone on 2/1/23, received the phone on 2/15/23, sent back the old phone on 2/22/23, tracking shows that it made it to Pitney Bowes on 2/28/23.  It also seems like I am getting the run around from AT&T.  I inquired on 5/8/23 about the status and was told they would log a case and I should hear back on 5/10.  I never heard back and I inquired tonight (5/13) about the case and was told it was closed due to insufficient information.  When I asked why I was never contacted for more information or given and update on the case they did not have an answer.  They logged in another ticket and we will see if I hear back on this one.  I am becoming very frustrated as I have fulfilled my end and it feels like AT&T is just trying to keep the credit as long as they can.

Accepted Solution

New Member

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7 Messages

8 months ago

Another UPDATE.

I sent in a complaint to the BBB and got a call from the President's Office with in 24 hours of the complaint.  They admitted that the error was on their end and would be giving me the full credit for the trade-in.  I don't understand why it took a complaint to the BBB to get the error fixed.

Former Employee

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32.9K Messages

9 months ago

3rd billing cycle after the trade ins are received and inspected 

New Member

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1 Message

9 months ago

I am a long term Unlimited customer of ATT.  I purchased a new iPhone 14 pro in November 2022 through Best Buy.  Best Buy required that they take my trade in iPhone XS Max, wipe it and send to ATT so the I could pay for the new iPhone in monthly installments and receive $800 in trade in credits.  After the transaction occurred, I began to receive monthly charges on my att bill almost immediately. 

it has been 6 months now and I have yet to receive any bill credits on my ATT bill.  Calls to ATT support have resulted in blame to Best Buy.  Visits to Best Buy have resulted in finger pointing and double talk.  Best Buy refuses to give me a tracking number for my trade in citing privacy concerns for other customers who may have been bundled with my trade in.  

Further calls to ATT point fingers at Best Buy but Best Buy stubbornly blames ATT.  I AM FRUSTRATED with the whole process and I may take my 5 devices to another carrier.  I am also never going to purchase another thing from Best Buy whom I have dealt with since they opened.  

there is little honor in the business world these days but I had trusted Best Buy and ATT.  REPEATED visits to Best Buy for the last month have yielded nothing but nebulous double talk from the Manager of Geek Squad and from the Assistant Store manager.  

any suggestions?

ACE - New Member

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136 Messages

9 months ago

@jandyk52 If I was you I would file a BBB (Better Business Bureau) against both AT&T and Best Buy.  With doing so against AT&T you should at least get a response as this goes to the corporate offices.  Then you might be able to finally get to the bottom of why you still after 6 months have not received your trade-in credit.

ACE - Expert

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14K Messages

9 months ago

Do you have the receipt from Best Buy showing that you gave them the phone?

ACE - Sage

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115.8K Messages

9 months ago

After the transaction occurred, I began to receive monthly charges on my att bill almost immediately. 

it has been 6 months now and I have yet to receive any bill credits on my ATT bill.  

Best buy can't send your trade in for you.  I can't imagine how that even happened. 

The only way to trade in in a physical store is to go to a corporate store, get a receipt for your trade-in and hand it over to store personnel.

Without a receipt stating that you have turned over a trade in you have no proof that that even happened. No proof, no credits

(edited)

ACE - Expert

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13.1K Messages

9 months ago

I just traded in my phone for a credit and got an email that said they received my phone and I was getting my credits. I traded it at an authorized retailer and got receipts.

New Member

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7 Messages

9 months ago

UPDATE

I spoke with a number of agents at AT&T today and each told me something different.  The first asked for an invoice number and told me I would get it from the Post Office.  I really was not sure what that meant as the trade-in box was a pre-paid USPS label and I just dropped it off there.  I asked for a manager and was then told I needed a confirmation # for my trade-in.  I never received a confirmation number, nor was that ever mentioned as required in the ordering process.  They said I should have received a separate email about the trade-in, but that email never came, nor was I looking for it.  When I asked if they could look up the confirmation number as the trade-in was part of the order, they could not.  They asked for the IMEI of the old phone, which I did not have, I asked them to look it up on the account and they said they no longer had it.  In the end they offered me about 50% credit instead of a free phone as promised.  I declined as that is not acceptable as I fulfilled my end of the agreement.

If AT&T Customer Support is reviewing these posts please contact me as I would like to settle this, but my next steps are going to be to the Better Business Bureau and possibly to the Attorney General's Office as this could be interpreted as bait & switch.

Thank you.

ACE - Expert

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14K Messages

9 months ago

It absolutely could not be interpreted as bait and switch. That said, just file the BBB complaint. AT&T responds to those, it’s just someone with more power. 

(edited)

ACE - Expert

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14K Messages

8 months ago

In edge cases, you just have to talk to someone with the right authority. BBB complaints are the easiest way to get to that person.

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