AT&T Community Forums

ATT Switcher Reward Submission Denied. "Invalid Reason"

Hello, I've been cleaning up some of my finances, and I noticed that ATT never provided bill assistance for my service provider contract buyout. I looked through my inbox and found an email saying I was denied for the AT&T 2017 Switcher Program. The reason listed was:

INVALID REASON:
A trade-in record could not be found for the mobile phone number submitted

However, nothing was incorrectly filed for the switch promotion. One of the primary reasons I switched to AT&T was the offer to buyout the contract from my previous service provider. I applied for the 2017 Switcher program months ago and did not receive the email until after the new account activation period, and thus was unable to apply again. I just finished paying the previous contract fee and would like AT&T to make good on their contract buyout assistance. I have the tracking number associated with the Switcher Order.

Thank you for your help.

Responses

Gary L

ACE - Expert

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16.5K Messages

7 years ago

@raleigh9123 To debug this we'd need more details.

Did you port in a number?
Did you turn in a phone?
Was that phone billed on the same number?
How much did you OWE ON THE PHONE? (Not the total bill, just the phone)
How much did they give you when you turned the phone in?

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ATTHelp

Community Support

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231.3K Messages

7 years ago

Hi @raleigh9123,

I am sorry you never received your switcher credit. I am pleased to assist with this!

So I can look into this for you, please send me a private message @ATTCares with your full name, mobile number and account number. I look forward to hearing from you!

Have a great rest of your day!

Geovanni, AT&T Community Specialist

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jonslo

Contributor

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3 Messages

6 years ago

I had the same exact issue. One of my two phones was reimbursed, the other was not - because the ported phone number was not phone. BOTH phones were handed in at the same time at the AT&T store.

Now I don't have the IMEI, and cannot resubmit. I cannot believe this happened.

Did you port in a number? YES
Did you turn in a phone? YES
Was that phone billed on the same number? YES
How much did you OWE ON THE PHONE? (Not the total bill, just the phone) The same amount for the other phone, which was reimbursed.
How much did they give you when you turned the phone in? $130

I also sent a private message to @ATTCares on December 29, 2017 - nothing but crickets.

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