01-14-2019 8:06 AM
2nd post - could an AT&T employee kindly respond?
My husband participated in the AT&T Next trade in program. He purchased his new phone, had organized the trade-in status online, & returned the old phone in the same box as instructed, with the label that AT&T provided via email.
The phone was delivered to your facility in Fort Worth. But AT&T is stating they have not received it, & that they have cancelled the return, including the money that he was to be paid for the trade in. He did return & you did receive the return within the 14 days as required - we have the tracking confirmation of delivery.
We have been on multiple phone calls between Apple & Fovio, who they initially told us had it. But the delivery was actually to AT&T, so we are trying to connect to the appropriate entity. This has been since November.
I would sincerely appreciate your help, reaching a customer service representative anywhere that can actually assist us has thus far proven nearly impossible.
Thank you in advance for any assistance you can provide!
01-14-2019 1:05 PM
This is a user-to-user forum with only minimal moderation by AT&T. If you want to contact one of the moderators, you can send a direct message to @ATTCares, but it usually takes a few days for them to respond.
01-14-2019 1:18 PM
Thank you - the system says ATTCares no longer accepts direct messages, you cannot message them. There is not a direct way to contact customer support outside of going through the labyrinthine customer service phone line.
01-14-2019 4:03 PM
That's correct, the correct way to reach customer service is by calling them, not through this forum. A moderator may see this post and send a private message, but (again) it's not guaranteed because they review hundreds of forum posts and may take days to respond, if ever.
01-19-2019 1:38 PM
All you get when you call customer service is the run around and bullcrap answers. I am starting to think this place is a scam.
01-19-2019 7:57 PM
This exact same thing is happening to me now! Two and a half weeks and still haven't credited my account for the returned phone. I can't go buy another one because it still shows I have the xr. This service is ridiculous!😱😡🤬 I've been with them10 years never late on my payments!
01-21-2019 5:14 AM
Two and a half weeks and still haven't credited my account for the returned phone.
Per the Return Policy, "Your refund for a return will be made through the original payment method (credit, debit, check, etc.) and may take up to two months."
01-30-2019 8:43 PM
AT&T losing or denying they received a return/trade-in is an extremely common scenario reported on these message boards. Others have found AT&T is more responsive once you file a complaint with the BBB.