AT&T Community Forums

No credit for my iPhone 6 to iPhone 7 Plus upgrade even after multiple calls and promises!!!

I was sent an email about my eligibility to get $650 credit if I traded in my iPhone 6 and upgraded to any iPhone 7 model in September. I read the eligibility details carefully, followed the instructions precisely, and did it all through the link provided in my email. I got my new phone in the mail, and proceeded to send in my previous phone. I discovered in early January that my account had not reflected this and I was paying new monthly device charges. I've talked to people in customer care three different times, and each time they first assume that I'm wrong and ask me the same darn questions, which is infuriating to do so since the notes from my previous complaints are on file, and it takes 30-45 minutes each time! The second time I called the representative said they'd issue my a $25 in good faith credit to my account, nice gesture BUT THAT HASN'T HAPPENED YET EITHER! Just got my new bill, here it is March 1st, and still no credit for the trade in, no good faith credit, and I'm paying full price for the new phone! This happened last time I traded in with AT&T, however, though late and it taking me to catch the error, you all fixed it in decent time. Nothin has happened! I was told previously that it would be handled within the week (mid January). Then when I called again in early February, I got someone who wanted to ask me to go through EVERY detail again, and assumed that I messed up ("oh, yeah, it looks like we received your iPhone 6...your account is in good standing...you did it in the promotion window); DUH! Any help or advice? I'm pinching pennies these days and saving $30/month on my bill that I anticipated would help immensely!

Responses

Gary L

ACE - Expert

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16.5K Messages

7 years ago

@Wade_Arnold You told a long stry with not much detail and I can't read your notes, so...

A few questions before making suggestions (suggestions are generally based on the answers you give):

~~1. What model iPhone did you trade in?~~ iPhone 6

2. Your purchased your iPhone 7 specifically on what date? (or order date)

3. You turned off Find My iPhone?

4. The turned in iPhone was definitely 100% paid off?

5. You purchased the new iPhone on Next?

6. Have you been late for any of your payments since you purchased?

7. You turned the old iPhone in at the AT&T store or in the mail?

8. What date did you turn in (or mail) the old iPhone?

9. Your receipt for turning it in said $0.00 for the trade in?

10. You removed the 4-digit passcode from the iPhone?

11. What condition was the turned in iPhone?

I recommend hitting REPLY/QUOTE, then hit QUOTE and typing the SHORT answers next to the question in ALL CAPS or bold. Most of the answers are yes/no or a date.

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ATTHelp

Community Support

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231.5K Messages

7 years ago

Hey @Wade_Arnold,

Getting great upgrade deals is always awesome; I do apologize this went south so fast, and hasn’t been rectified. I will be more than happy to take a look, and get this issue fixed. I completely understand saving pennies, I promise I will do everything I can to resolve this in the fastest manner possible.

I will be sending you a private message to get your contact, and some additional information. Please be on the lookout for my message in your inbox. We can take a look at what went wrong and find a solution.

I look forward to working with you!

Daniel, AT&T Community Specialist

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reita_evans

Voyager

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3 Messages

7 years ago

Hi Wade_Arnold I am in exactly the same Mess! I too have done everything that you have done, including going to the AT&T store where I bought the iPhone 7. Got the email promo, traded in my paid off iPhone 6....All exactly as supposed to do. All check marks to the person who asked the list of questions. Still I have not received any credits what so ever And no iPhone 6 either. I am in contact with Oliver at AT&T Mobility & he has worked on my case. Still no resolution! I am just sick, as I basically had to beg to even do the upgrade (my husband did not want to do it). You know if they had to have a conflict with their spouse every time the bill is due I believe something would happen. This is rediculous! I have held up my end and I refuse to just give them a free Iphone 6. Is there anyone who can be contacted higher up to get this resolved ?? I am not the Only person who is having this issue which is truly sad. But I am beginning to believe there is false advertising & people being ripped off & I am going to have do something.

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Wade_Arnold

Tutor

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2 Messages

7 years ago

That sucks, and all the more disgraceful that I'm not the only one. I'll let you know what if anything I accomplish.

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reita_evans

Voyager

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3 Messages

7 years ago

I know 😞😞 I have high hopes that Iver at AT&T Mobility can help me but it's been a month & more arguments (which should not hVe happened) I am getting discouraged. I will let you know as well, thanks

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jdrtdr

Contributor

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1 Message

7 years ago

I am having the same problem, tried to take advantage of the same offer in Sept 2016, bought an iphone 7, sent in the iphone 6 as part of the offer and to this day I am still paying for the iphone 7, 6 months later and multiple calls to AT&T! There is absolutely not communication between the trade in program and ATT. I have multiple emails saying that they received my iphone 6 as part of the trade in offer, but when I call customer service, they say that there is not record of the phone being received, its unreal!!

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DocMarshall

Mentor

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42 Messages

7 years ago

jdrtdr, did you keep your tracking receipt from the USPS when you returned the phone? If so, but your tracking number into the Newgistics.com website and it will tell you if it was delivered to ATT or not. Both my phones show delivered, AND the brick and mortar store says one of my phones has been repurposed (resold) already...and I'm still not getting my credits. lol. Hopefully they fix this fiasco for all involved soon.

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