I don't really know where to start this so, at the beginning. I received multiple notices from ATT that I was eligible for an upgrade. Went through the online trade-in process as instructed. Mailed my phone off on 11/29 and heard NOTHING from ATT/Newgistics. After waiting a reasonable amount of time, I called customers service. After an hour it was determined that I had a balance left on the phone at the time of trade-in and that the window to trade-in pay-off had closed so I was basically screwed out of my iPhoneX - zero trade-in.
Why was I notified multiple times by ATT saying I was eligible?
Why wasn't I notified when doing the trade-in there was a balance?
Seems like a very convenient bait and switch to me...