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shuchercaikol's profile

2 Messages

Tuesday, November 28th, 2023 3:10 AM

I never received credit for my trade in. It's been nearly a year. What can I do?

I'm still paying monthly installments for a phone, but I traded in a phone for supposedly $800 in credits. But it still only says "started". I did a chat session with somone at att and they confirmed the trade in was received and that they finished the evaluation. But I have yet to receive any credit for the trade in. I can't get my trade in back. This seems like the biggest scam.my trade in was December 5, 2022...

ACE - Sage


118.3K Messages

7 months ago

Well you missing a lot of information which might be why you're promotion failed...

Were you eligible for the trade-in promotion? Or were you only eligible for an *early upgrade*. An early upgrade means you paid a fee to upgrade at the 50% point and the only credit you get is waiving the further installments on the previous phone. You don't get to double dip by waving the remaining installments on the first phone and getting credits against the new phone as well.

Early upgrade returns (not a trade in) go back to AT&T.

Was your trade in ever received by Hyla, now Assurant Mobile?  

Trade-in had to be completed within 30 days of activating your new phone. You had to be on an unlimited data plan with a base price for one line of $75 or more before any discounts (starter plan qualified. Metered plans or value plus plan did not)

And you had to keep the installments at least until the credits began.  

And if it's been a year and nothing's been done, it's going to be kind of hard to fix it now if your trade-in phone went missing or was sent to the wrong place.

Community Support


232.9K Messages

7 months ago

Hello! We understand your situation, and let's get this checked.


To get a better understanding of the situation and to figure out what's going on, we need to look into your account details, so we're moving this conversation to a DM. Please look out for a DM notification from us.


Looking forward to assisting you.



Thanks for visiting AT&T Community Forums.

Kelly, Community Forums Specialist.

2 Messages

7 months ago

I did finally have success today on resolving this issue - despite 2 other agents leaving the chat without notice.

And don't worry, for the year of frustration and failure to timely provide me the $800 in credits for the trade in, AT&T went above and beyond when they offered an additional $30 in credits for the inconvenience. Boy oh boy. Just imagine if I failed to pay AT&T $800 for a year. I somehow doubt they'd be satisfied with me saying "look it was a technical issue, but it's resolved now. Wait 1 to 2 months and you should see it on your billing statement. Oh, and here's $30, let's forget this ever happened."

1 Message

4 months ago

I am having this same issue. I just noticed AT&T never gave me credit for the phone I traded in (which I really wish I had now). It says it was received and processed on 7/12/22. It is now 3/4/24 ! Need this resolved ASAP.

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