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Ruwah123's profile

1 Message

Saturday, September 23rd, 2023 6:22 PM

Trade in credit issues and customer service is not helpful

After getting two new phones and trading in my two old phones in April 2023 at a corporate store, I still have not received my trade in credits. I knew I met all requirements of the promotion and so when I called on August 23 the customer service rep checked with the Backoffice team, and they found that an error was made on their end and would correct it. I would get the credits retroactive on my next bill. Well, here we are with my next bill and still no credits and after 2 hours on the phone today I was told it would be another 1 or 2 billing cycles. Worse yet the rep and their supervisor both agreed with me that it wasn't good customer service to make me wait longer but they couldn't make it go any faster because the Backoffice team was a higher department and there was no one that could make them speed it up. Just terrible customer service all the way around especially since it was their mistake and especially because there is no avenue for them to take to make it right. Just tired of paying the extra each month when its not what was promised to me.

Accepted Solution

ACE - Sage

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117.9K Messages

8 months ago

File a better business bureau complaint online. The complaint is forwarded to AT&T upper Management and someone will contact you

3 Messages

8 months ago

I feel you. I upgraded my phone with the understanding of one thing come to find out the representative lied. Now I'm stuck with a $30 increase on my bill and when I called AT&T they basically said "Sorry, but now you have to pay." 

ACE - Sage

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117.9K Messages

8 months ago

@CCM109 

Whether you're understanding was incorrect, or you were led to believe it was something other than what you were told, the deals are published in great detail on AT&T's website where anyone can read them before they make a purchase. There's really no excuse for not reading the deal before you buy, and then when you are making your purchase the details of the deal are also on anything that you signed whether it's on a tablet a sales slip or emailed to you.   

The deals that are currently published on the website may be slightly different, but the basic requirements have not changed. You have to have a qualifying unlimited data plan, purchase a phone that is part of a trade-in deal, trade in a phone that is eligible for the trade-in deal within 30 days.  Not create false churn by adding a line for the deal, and canceling a different line within 90 days.  (Since all the deals are available to current customers and adding a line is not a requirement this would be an unnecessary step).  And the phone should remain on the installments at least until credits begin. The line cannot be canceled or suspended or changed to a non-voice line without losing the promotion.  

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