ATT Next trade in phone not received by ATT

Hello, @thecneu,

Let's take a look at this. After the return is received, it still has to be processed before the refund can be released to you. If you were told the iPhone wasn't in the box when it was processed, please let us know so we can investigate this.

James, AT&T Community Specialist

I was told it was never received. Yet there is tracking info saying it was sent and delivered. Therefore I am being treated that I never sent my phone back.

Hello @thecneu

We want to investigate the returned package that you mentioned was sent to the Texas facility.

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

Dwight, AT&T Community Specialist

This has not been resolved. I am now getting late fees on bills I have had extended twice. I am sending a complaint to the FCC and BBB. I see no reason to bring my family over to your company for any of your services after this 2 month fiasco.

My case is still not resolved. I've opened three cases and all three cases have been rejected without feedback from AT&T on why it's being rejected. 

It is pathetic that AT&T keeps dragging my issue on so that my bill is late. I returned my phone back in a timely manner, AT&T's own tracking/delivery service says that it was delivered to their facility. However, they're saying they cannot find the phone. I don't understand how that's my problem that the phone is lost in the AT&T facility. 

Here are the two case numbers we need you to look into asap:

CM20181221 138396191 (iphone credit $366.22)

CM20181221 138396192 ($138.77 inconvenience credit by AT&T customer support, Steven)

At this moment, I am filing a complaint with the BBB and will be working with my lawyer on a (Edited per community guidelines) (Edited per community guidelines) against AT&T for fraud against consumers who have encountered this same scam. I've documented every single conversation I've had and will be utilizing this. AT&T--feel free to call me if you want to take ownership. 

Did you ever get your issue resolved ? I have similar issue where AT&T said they never returned the phone and after several calls, one day I received a package with a damaged LG flip phone (Tracfone Wireless) saying that I returned wrong phone and thus they are charging me in full ($475).

I've raised another issue with the AT&T Fraud department and hoping it will get resolved soon. Please let me know if your issue ever got resolved.

I'm also planning to reach out to BBB if I don't get any response from AT&T.

I purchased two iPhone 11 and in Jan sent my trade in 7’s in two of them. Called end of Jan confirmed receipt, Feb confirmed approval. I have never received my $500 credit for both phones. Over 30 calls. I have records of all calls. Now they act like they can’t find them. I am ready to join a (Edited per community guidelines) too. No wonder they make you turn off find my phone.

Did this ever get resolved?  Is there a (Edited per community guidelines) (Edited per community guidelines) yet?  If so, I need to join it because I sent my trade iPhone 11 in and they say they received it one day late and refuse to reimburse me the $800 in credits they promised towards an iPhone 14.   I have been an AT&T customer for over 20 years and have always paid on time and upgraded my phones every other year with them.  To be treated as if I don't matter is very disheartening since I have always been a loyal customer.