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Fri, Oct 30, 2020 12:53 AM

Upgrade promised free phone

Took advantage of promotion for free Samsung S20 Note with trade in and upgrade third bill still being charged and tossed from department when I call in. Have been with company almost twenty years but this is last straw will be shopping and switching this weekend , one frustrated customer.


Brand User

Community Support


140.2K Messages

24 days ago

Hello @drhandy1,


Thank you for your concern.


With more details, we'll be able to assist you to the best of our ability:

  • What is the date of when you upgraded and traded in your device?
  • What type of device did you upgrade and trade-in?
  • When did you receive your new device?
  • How did you apply for this promotion?
  • What data plan are you currently on?
  • Did you purchase the device on installments?
  • Also, what label did you use to send back your trade-in device?

You can contact our HYLA department to inquire if the device was received to the appropriate facility and the value of your trade in.


You will need to provide the IMEI and or tracking information of trade-in device.


They can be reached at  877.244.9829.


Please reach back out to us at your earliest convenience and we can further research and assist.


Jonye, AT&T Community Specialist

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