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New Member

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6 Messages

Tuesday, April 14th, 2020 4:11 PM

Closed

iPhone trade-in promotional credits not applied

I joined AT&T with 4 new lines of service back in November. Purchased 4 iphone 11's and sent in 4 qualifying phones for the $700 promo credit trade-in offer. After chats with customer service I called the trade-in department at 888-445-6005 and they confirmed that all 4 trades were processed in Feb and qualified for the offer. Still no bill credits, and virtually impossible to contact ATT at the moment. Any ideas? Can stores assist with questions like this at all??

Community Support

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225.7K Messages

4 years ago

Hello @mmh110798,

 

Thank you for reaching out to us. Please keep in mind that it will take 2-3 billing cycles before these credits can be applied your account. If your trade-in devices were processed in February, please allow until the end of this month for your bill credits to appear. If you still haven't received your credits by then, feel free to reach back out and let us know. We're always happy to help!

 

Sean, AT&T Community Specialist

New Member

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6 Messages

Thank you for following up. Just getting frustrated as the phones were sent in back in December, the whole process is taking so long. I did call customer service and got an ICU case number and verbal confirmation that my trades are qualified, so hopefully it will be resolved on the next bill.

Community Support

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225.7K Messages

You're welcome, @mmh110798 

We're glad you have an ICU Case in the works.

Please give us time to get back with you concerning promotions. As you stated there are long hold times when dialing us.

We want you to know that we will take care of you as we all work through these extraordinary times, together. Thanks for understanding.  

Kenneth, 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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2 Messages

Hello,

I actually am in the same situation. Same trade-in program and same time However, I don't have ICU case as the wait to call is so long. Please advise.

Thanks.

New Member

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6 Messages

@qborack001 have you been able to verify your trade-in(s) were processed by calling 888-445-6005? Once they are, then customer service can look them up using the invoice ID from the original trade paperwork. Trade dept can also provide the invoice ID's if you do not have them. At least that is how it worked for me. Now just waiting to see if the credits finally show up...

New Member

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6 Messages

Well it appears the "ICU Case" did exactly nothing. Another bill generated today with no credits applied. Very frustrating.

New Member

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7 Messages

4 years ago

Same thing happened to me still no resolution....have you had any resolution?

New Member

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6 Messages

no luck for me yet, guess a BBB complaint is the next step

New Member

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20 Messages

4 years ago

Same situation here. CS never called me back, so I just sent a notice of dispute. Hopefully someone will get back to me so I don't have to file an arbitration demand.

New Member

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20 Messages

OK, someone called me from the Office of the President. They're going to give me the credits to which I am entitled (including credits for the last six months during which I was not getting the monthly credits). I told them this seems to be a widespread issue and that she should go take a look on these forums. Hopefully they will do something about this.

So it seems if you're having this issue, stop messing around with customer service and just send in a notice of dispute.

New Member

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6 Messages

where did you do the notice of dispute?

New Member

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7 Messages

3 years ago

Same situation here, where did you do the notice of dispute please?

New Member

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5 Messages

3 years ago

I am in same situation. I sent a notice of dispute a month ago but I didn't get any call from them. Very frustrating. Waiting since December.

(edited)

New Member

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7 Messages

3 years ago

@srisusa I filed at BBB (bbb.org) and finally my issue was resolved

New Member

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3 Messages

3 years ago

I am beyond upset. I have been attempted to resolve this issue since November of 2020. My family upgraded 4 phones (2 iPhone 8 Plus and 2 iPhone X). We did not receive the proper packaging to return the phones so I reached out to att and was emailed 4 different labels. The phones evidently were sent to the wrong warehouse (York,PA). I call every 1-2 weeks and get the run around of what has happened to these phones. This is a total of $3000 that has not been applied. I have been with ATT forever and I have never been so disappointed. I keep getting told that they are handling this. Supposedly ICU cases are opened but they don’t go anywhere. 

New Member

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20 Messages

3 years ago

Stop wasting your time with customer service. Send an official notice of dispute.

https://forums.att.com/conversations/wireless-billing/missing-promotional-credits/5edd098b6880ca7ad04d1bc1

(edited)

New Member

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3 Messages

3 years ago

How do I send that?  Please help

New Member

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20 Messages

3 years ago

I just edited my post. Look at the link I added.

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