Let AT&T help you elebrate your dad with Father's Day Gifts that connect us.
Need help understanding your bill?
kiarralb's profile

1 Message

Tuesday, May 21st, 2024 6:25 AM


I am very dissatisfied with AT & T.  I switched from Verizon to AT & T back in December 2023.  At this time they were offering trade-in up to $1000 based on the type of phone you traded in. We traded in (4) iPhone 13 pro Max and (1) iPhone 14 for (4) iPhone 15 pro Max and (1) iPhone 15.  Which for the 4 pro max iPhone they were eligible for up to $1000 and the 1 iPhone 14 was eligible for up to $750. All of the phones worked perfect and had no issues with any of the phones. They sent me the boxes to mail all 5 phones to them for the trade-in in which I took to the post office.  I made sure all the phones were paid off in full, they were all reset back to factory settings, and mailed in within 30 days.  I have called every month after receiving my bill since February asking where the credit is for the trade-ins. I pretty much get the run around every time  saying "it should be on next month's billing cycle."  It is now going on 5 months and still no credit to my bill for the trade ins.  When i go to the Trade in help page and enter the email with confirmation number for each phone, its status says last update was on 1/10/2024 "Device in transit to AT & T."  I find it hard to believe they are not received any of the 5 phones which were mailed to them by now.  

Community Support


232.8K Messages

24 days ago

Hello @kiarralb, we hear you and understand the importance of a smooth Trade-in.
Let's get the help you need!

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 (https://www.att.com/support/contact-us/), 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 contacting AT&T Community & Forums,

Ken, AT&T Community Specialist


ACE - Sage


118.2K Messages

24 days ago

If it says "device and transit to AT&T" it sounds like your phone's were mailed back to AT&T with a label to return your new phones in case you did not want them. Do you have any photos of the labels? Where the labels addressed do Tennessee or Texas? 

If you mailed your phones back to AT&T in Texas, the returns department does not know why it got a bunch of used old phones. The phones are supposed to be mailed to Assurant Mobile in lavergne Tennessee via USPS and newgistics courier.

Any information or tracking would certainly help to determine whether this is the case

When speaking directly with AT&T support, It is helpful if they know if your phones were mailed to the wrong place. It makes them a lot easier to find because those tracking numbers would still be connected to those phones 


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.