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New Member

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7 Messages

Sat, Dec 5, 2020 10:14 PM

How to find status of iPhone trade in?

I sent in my iPhone for trade against upgrade, but see no credit on the bill. 

Responses

Brand User
ATTHelp

Community Support

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144.7K Messages

2 months ago

Hi @wvbrooks,

 

Thank you for reaching out. We'd like to take a closer look into this for you.

 

To best assist, we'd like to know:

  • how long has this been going on
  • did you trade in your device for credit or an upgrade promotion
  • did you use the trade in kit from AT&T to return the old iPhone or the return label that came with the new device
  • do you have the tracking information of the returned device

Let us know so we can assist further.

 

Doyin, AT&T Community Specialist.

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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7 Messages

a month ago

Upgrade. I used the return label that came with the new device. PLEASE HELP. Received new phone 11-13. Dropped old phone for credit at post office 11-16. 

Only tracking #, I suspect it was for the kit I never got. Tracking number showed post office never received it.

(edited)

New Member

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7 Messages

a month ago

The reason (I suspect) that I didn't get the trade-in kit Is that I'm on a shrared account and the address on the account is for my son's mother in-law who is also on the account. At least one of the reasons I used the wrong label is that I did not get the "Timely action required for your trade-in promotion" email as it was sent to my son's (name on account) email that he almost never checks, he forwarded it to me yesterday, after I asked him to check for it.

New Member

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7 Messages

a month ago

I called HTLA @ 877.244.9829 and after a very long hold, I was told that this was common problem and that they would locate the phone and send it to the proper location and that I would get email response within 48hrs. I'm hoping for the best.

New Member

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7 Messages

a month ago

It would really be nice if when someone on a shared plan orders a phone that AT&T would use that person's name, email and address for all associated with that order, instead of just the information on the account. 

New Member

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7 Messages

a month ago

Yesterday I called HTLA @ 877.244.9829 and today I got email response:

Hi,

Thanks for getting in touch with us regarding your recent trade. We understand that your device was returned with materials different from what is provided by the trade-in program.We’re here to help. We’ve escalated your trade info to the promotion validation team and in the next 30 days they will confirm your eligibility and send you a text letting you know you’ve been confirmed.From there it can take 1-3 billing cycles for your credits to appear on your statement.

We appreciate your patience and rest assured you will still be considered for any promotion you are looking to take advantage of. There is nothing further you need to do besides watch for that text message.

...

Thank you for turning in your device; it helps recycle them and keeps them out of landfills.

ATT Trade-in Program Support Team
www.att.com/tradein

Brand User
ATTHelp

Community Support

 • 

144.7K Messages

a month ago

Greetings @wvbrooks!

 

We appreciate the update regarding your device trade-in!

 

As stated in your email response, trade-in support has created a case to further investigate and check for validation on your eligibility claim. You will be notified via text within the time frame when your trade-in is approved or denied.

 

If you have additional questions, you can contact HYLA support for assistance.

 

Thank you for reaching out to the community!

 

Dwight, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

7 days ago

We did the trade in promotion where you are supposed to get $700 credit.  I have received no credits and they cannot find the phones.  We were told by the lady at Sams Club to send them back with the label that we receive with the new phones.  I have been told since that this was not correct.  I have called 6 times now and keep getting told different things.  I do have tracking numbers and was told a case was set up but when I called back was told there was never a case set up!  Please help in this matter as I am very frustrated!!!

New Member

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7 Messages

7 days ago

I still have not received text, email, or credit on bill. I understand they may be very busy with trades. But any update would be nice.

New Member

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3 Messages

7 days ago

I have called so many times that I am really disgusted.  The last time I called I was told I had to go onto a site and do a trade in form.  I told her that the trade ins were sent in back on December 4 and was told they should have definitely heard something by now but she did nothing!  I am getting ready to call BBB because I can’t get anything done about this!

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