Contributor
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3 Messages
Previous AT&T Next installment plan still billing me!
Located in USA, post-paid wireless.
I have talked to so many AT&T reps, been "transferred" (ie- hung up on), I am very frustrated. It doesn't get fixed.
I did an At&t Next trade-in online and sent in my trade-in, received email saying it was received and nothing else I needed to do. This was in early November 2017. The phone I picked was a flip phone that did not offer an installment plan, only could pay total price which I did.
At&t confirms all this when I call and it sounds like a system glitch according to several reps. The problem is no one will fix it. They have my trade-in, I got another phone via their online next upgrade (trade-in) process, everything is completed but I am still being billed for the phone I traded in! How do I get this fixed? Any help would be greatly appreciated!
formerlyknownas
ACE - Sage
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116.6K Messages
6 years ago
Oh, that is NOT the way the upgrade with Next works. You have to upgrade with a new installment plan. You NEVER should have sent your phone in. Who processed this purchase?
You need to have your phone sent back to you. Contact ATT here @ATTCares and see if they can return the phone.
You do NOT have the option to return a phone on installments and just stop paying.
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formerlyknownas
ACE - Sage
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116.6K Messages
6 years ago
https://www.att.com/esupport/article.html#!/wireless/KM1106686
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Copperhed
Contributor
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3 Messages
6 years ago
I did this online through my account. I selected a line for trade-in and then selected the phone which it said I had to pay for up front which I did. It was processed as a trade in and I was sent the return label and instructions like all the other times I have done it. If that is not how it works then the At&t site did something wrong.
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formerlyknownas
ACE - Sage
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116.6K Messages
6 years ago
Yes, I think it did. I sent a link and message to Support, I’m going to suggest you Co tact them by private message by clicking here @ATTCares and provide your information to support privately so they can look at the problem.
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Copperhed
Contributor
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3 Messages
6 years ago
Well I have sent a private message 5 days ago and all I have heard is crickets.... Now what?
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formerlyknownas
ACE - Sage
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116.6K Messages
6 years ago
Not unusual. The response time, especially with holidays, is at least a week. It’s not speedy, but that is the advanced Support team.
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