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DANIEL818's profile

3 Messages

Friday, August 4th, 2023 9:49 PM

Phone Trade Scam


After about 3 months of trying to get my credit it has been a headache.

I turned in 3 devices. 1 in store and 2 through the mail.

I obtained credit on one line that i turned into the store and credit for 1 of the ones i mailed in.

2 second phone i mailed in i have not gotten any credit what so ever.

after speaking with customer service for over 10hrs now on the phone and chatting for over 15hrs they are telling me they can only provide me with a $40 credit.

1st no phones were turned in

2nd phone was not received on time which was in correct lines opened the 1st phone sent in the 30th 

3rd phones where sent in but never received , which is also incorrect i have an email confirmation from att confirming they received my phone however its useless since i cannot send this to any one so they still say they dont have it even though i have it in writting from ATT that they have my phone

4th excuse is that the IMEI number provided is incorrect. i have the box and receipt here in front of me.

basically they are not giving me credit for a phone i turned in and they confirmed they have received but since they cannot find it i am out of luck,

i tell them i have an email confirmation showing they received it but they say its useless since they cannot get emails.

looking from what i see online their trade in is unreliable and very sketchy, its as if they make it impossible to contact them in order for you to give up.

this is the worst service i have ever received.

very very disappointed

in the service provided.

ACE - Sage


118.2K Messages

11 months ago

The photograph you posted above does not appear to be for a trade-in deal.   It doesn't even look like it's for an early upgrade with Next Up.

Why does the main header say device protection? That sounds like it was an insurance claim?  

And it says we have received your return.

You referred to the trade-in deal which requires you send in a fully paid off phone to a third party business called Hyla Mobile in Tennessee.   

BUT ...  That message looks as though your phone was sent back to AT&T in Texas with an RMA label.  RMA stands for return merchandise authorization.  RMA label is used for the new phone if you did not want it.   

    Is it possible that you mixed up labels and sent one of your phones in the mail to the wrong place, back to AT&T instead of to the trade-in business?  

And I still don't understand why the header on your photo says "device protection".  That makes it look like you sent in a phone after insurance replacement.

Do you still have the tracking information from your other phone?  Does it look different?  

Community Support


232.8K Messages

11 months ago

Hello DANIEL818, we're here to look into your trade in credits.


Thank you@formerlyknownas, for your input.


Let's meet in a Direct Message to review your trade in. Please check you Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the forums).


Looking forward to speaking with you soon.


Thank you for visiting AT&T Community Forums!


Carlton, AT&T Community Specialist

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