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SASobol's profile

New Member

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6 Messages

Tuesday, April 25th, 2023 2:07 PM

Trade in Rip off, terrible customer service

Traded in 3 phones in October/November of 22.  Everything went wrong from the beginning.  only received 2 trade in boxes, had support help me to prep the phones for trade in.  lost 1 phone at the trade in facility.  Got everything "sorted out" per management back in Jan/Feb, waiting a couple billing cycles for credits to start showing.  Call ed back this week to find out all the phones are found now and I get no credit for any of them.  Nothing is sorted out and I've been railroaded into new phones with Zero trade in credit, and told that all that's all that can be done.  Absolutely disgusted with how some one with 5 lines internet and cable. Never been more disappointed with the way I've been treated thru this process.

ACE - Sage

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117.8K Messages

1 year ago

Somehow you left out important details that might make all the difference between getting trading credits and not. Why are they telling you now that the phones are found that they won't give you credit? Did you meet all the requirements of the deal? If not what requirements are they say are not met?

Did you ever file a better Business bureau complaint online. These complaints are forwarded to upper management and they will contact you. Regular customer support has very little power to correct major mistakes. If you're being told you are past the 30-day limit when you mailed your phones in time, but to the wrong location, this is able to be resolved but not by Frontline CSR s

New Member

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6 Messages

1 year ago

Now they are claiming that I did not turn off the find my Iphone function.  But I had them walk me thru the process before I sent them in.  They don't recall that, nor was it an issue when I talk to them in Jan.  

Every time I've managed to get to someone that could "help" I was assured it was all set, and we just needed to wait a couple billing cycles for the credits to show up.  Now 5+ months later, they have no recollection of what happened before, and obviously I can't get my old phones back to undo this fiasco.

No on the BBB complaint, how do I do that?

(edited)

Community Support

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232.3K Messages

1 year ago

Hello SASobol, we're here to help you with your trade in.

 

We understand how frustrating this can be. Let's meet in a Direct Message, so that we can take a look. Please check your 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.

Carlton, AT&T Community specialist

 

 

Former Employee

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2.7K Messages

1 year ago

No on the BBB complaint, how do I do that?

Google it.

New Member

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6 Messages

1 year ago

While I was on the phone with a manager being informed of getting Zero credits, I said " I should turn off autoPay and have you come and get the money you think I owe you".  Today I got confirmation of my auto pay being cancelled.  I did nothing other than vent.  Just find it very nefarious to do that, I' reestablished the auto pay, but it gives me ATT's patent line " these changes may take 1-2 billing cycles to show up" so now I'm supposed to babysit my payment, so ATT doesn't dig me an even deeper hole to deal with.

New Member

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6 Messages

1 year ago

BBB complaint filed.  That got more people talking like they were going to help. But as of now, no concrete attempts at remedying this situation.  

ACE - Sage

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117.8K Messages

1 year ago

@SASobol 

I don't know who told you to turn off autopay, that was bad advice.  If you don't pay your bill, service would get suspended, and your account would not be in good standing which would mean you would not be eligible for any promotional credits anyway.

ACE - Expert

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14.3K Messages

1 year ago

@formerlyknownas No one told them to do it, they requested it out of frustration (likely intended to be hyperbole).

New Member

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6 Messages

1 year ago

Correct, and My point was this operator did in fact turn off autopay, and I would argue it was an attempt to undermine me even further

New Member

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6 Messages

1 year ago

" office of the president" which was now appointed to me has been unable to connect by phone for over a week.  I still stand firm with my original statement.  I worked harder on this, and more hours.  i should be given the phones at this point.  Not happy at all, customer service, loyalty.....gone

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