Gift your grad endless possibilities. Celebrate right now and connect them to their brightest future.
Need help understanding your bill?
Cellphonehell's profile

New Member

 • 

1 Message

Friday, September 16th, 2022 8:16 PM

Smart Phone Trade-In Promo/Credit

We traded in two Apple iPhone X during a recent promotion for two Apple iPhone 13 Pro phones.  Both phones were delivered by US postal services.  One phone was returned in the box that was supplied as the trade-in box with pre-paid postage and tracking.  All went smoothly and we receive our monthly credit on the account for the trade in.

However, the second phone was returned in the pre-paid "Buyers Remorse" box with pre-paid postage and tracking.  Per the tracking information, this phone was delivered to its location, however no one at AT&T will acknowledge its receipt.  We have spent more than  two hours each month since receipt of the new phone with AT&T trying to straighten out the billing nightmare and are six months into paying full price for the iPhone when the promo was $5 a month with trade-in.

A little tired of being on the phone with AT&T especially when you have to start the story from day one to present just to get started.  This has been extremely frustrating!  Does anyone have a solution?

ATTHelp

Community Support

 • 

214.9K Messages

8 months ago

Hi there @Cellphonehell,  we want to helpmake this right, and get you the credits you deserve.

 

Based on the information you've provided, please meet us in a DM, so we can continue looking into this. Please watch for the blue message icon in the upper right-hand corner of the screen for our message.


In the meantime, please gather your account info and IMEI of the returned device, as this will help our research.

 

We look forward to hearing from you.

 

Dylan, AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.