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Maheujunk's profile

2 Messages

Sunday, February 11th, 2024 1:56 AM

Phone trade-in scam

I purchases an iphone15 pro online. Traded in an iPhone 12. Sent iPhone 12 in the provided packaging on 9/28/23. No correspondence on trade-in status. As of today 2/10/24 Online it still indicates the trade-in is not complete. I called this morning. I was told the phone was received in mid October. Then I was told the phone would not turn on, so no trade value. This is so frustrating. The phone record shows calls being mad and received from the phone the day before being sent. Crooks and liars. Clearly there was nothing wrong with the phone when sent. The trade-in company said to bad, you are out of luck. Att said nothing we can do, the trade-in company governs. Even though the phone records show the phone worked fine, a month after being in their possession, they say it would not turn on.  They stole my phone and locked me in for 3 years. Crooks and liars!

ACE - Sage


118.2K Messages

4 months ago

You fully charged the iPhone 12 and made sure it was off before you packaged it?  It's an easy mistake to make. 

If it was dead on arrival because the battery was discharged they have no way of recharging it. And it would be considered a non-working phone.   

Not a scam, but it is on the customer to make sure everything is done correctly on their end before packaging up the phone including making sure the phone is factory reset, which requires the removal of find my iPhone, fully charged, and powered off.   

You wouldn't be the first person to put their iPhone still on, into the packaging, which means a dead phone arrives at Assurant Mobile warehouse

AT&T only knows that Assurant says the phone is non working.

When you do these trade-ins, no matter which service provider or manufacturer you do a trade-in with, do it in a physical store and get a receipt. That's the only way to prove that your phone was inappropriate condition, working, and factory reset..  

All trade in phones from AT&T, Verizon, T-Mobile, Google, Samsung, all go to Assurant Mobile in Tennessee.  Assurant is the largest mobile recycler and the only one in the United States

Community Support


232.8K Messages

4 months ago

Hi @Maheujunk,


The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page : http://sm.att.com/a755a98c and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you for posting on the AT&T Community Forums!
Andrew P, AT&T Community Specialist


2 Messages

4 months ago

What a pathetic response. The phone was sent in fully charged and turned off. Such a joke to put it on a client as you suggest. It is a scam to steal anything in this manner. I would never treat clients this way. Assurant Mobile and AT&T did not do everything correctly. A reputable company would do everything within reason to support a client. I am sure I am not the first or last. AT&T is a crook with total disregard to doing what is right. I traded in the phone through AT&T not Assurant Mobile. AT&T is responsible for stealing my phone.

I have read a lot of your posts.  It appears formalyknowas is from the legal department looking to deflect blame from a miss managed crook. Customers beware!

ACE - Expert


14.4K Messages

4 months ago

She was just giving the most likely scenario for why a previously functioning phone wouldn't turn on when it got to the recycler. 

As noted, AT&T doesn't determine whether the phone qualifies for the promotion. Assurant receives the phone and tells AT&T whether or not it qualifies. AT&T doesn't have any way to tell if they're wrong. AT&T only determines whether the phone you bought and your current plan qualifies. 

If you're certain it was powered off, factor reset, etc., then file a BBB complaint which will get escalated to the Office of the President. The folks there have the power and authority to create any adjustments they determine necessary. Regular customer service doesn't have those abilities.

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