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Problem with Trade in credits

Mentor

Problem with Trade in credits

There was a promo for trade in iPhone 6 for an iphone 7 and get 650 in credits over two years. So I filled out the online form and did two iPhone 6's for two iphone 7's. I never heard anything so I found their web site to look up the valve and it said 145 for one iphone and 28.80 for the other and thats Crap! Both iphones were in perfect condition, no scratches or marks or cracks of any kind and they worked great still like new. So I can't figure what the deal is. I called them and they said that one had find my phone on which it did not! Then they had me talk to someone else and they said no find my phone isn't on its just not in what they call perfect shape which is also ridiculous. Then a third person told me no its fine but the phone is just locked, I told him that I reset it to factory and just says Hello and Hola and he said well your right it can't be locked then and to call back in a couple of days and maybe the warehouse will update the info. Att customer service told me to tell the att rebate center to send my phones back to me and they said they don't control that and can't and ask Att customer service to send the phones back to me. I just keep getting sent to different people and none have a clue with what's going on with my promo. I was true and honest and sent my phones to ATT and they are not being true and honest to me. I just couldn't believe that ATT would scam me! I have been a loyal customer since they bought out Cingular but now I just want my old phones back and to leave to any Company but this one!
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Message 1 of 37
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Solution
Accepted by topic author
Accepted by Kmiller72
‎10-25-2016 3:59 PM

Re: Problem with Trade in credits

Message 2 of 37
Mentor

Re: Problem with Trade in credits

I got a phone call from a very nice gentleman at ATT who has more excess to see what was going on with my trade in's and I was told he looked into both trade in's and everything's good and I would get my 650 credit on both in 2 to 3 months and if anything goes wrong that I could call him back on his extension and he would correct it if everything went wrong. Thank you so much for all your help with this.
Message 3 of 37
Teacher

Re: Problem with Trade in credits

I was in the same boat. I traded 3 phones. Two of them said $145 and one said $55. I was concerned with the $55 and called them and they said lcd problem/ dead pixels. A rep from these forums called me to look at my case since NONE of customer service could help. Absolutely rediculous and I exactly understand your frustration. The ATT fourms guy looked in my case and told me to send the pictures I had, so I did and 1 day later, after his boss contacted from higher people...the att rep said they have processed that I will get my credits. We will have to see in 2-3 months now. I just do not know at this point. Will update later. 

 

You got the persons extension?? how did you manage to do that, I couldnt since its ATT and they dont have call back extensions. 

Message 4 of 37
Mentor

Re: Problem with Trade in credits

When I left my comment on here someone from AT&T contacted me and looked into my case. He said everything is fine now and left me his ext if anything went wrong. Has anyone contacted you yet? Ask for their ext in case anything goes wrong because we won't know until the credits round in in 2 to 3 months.
Message 5 of 37
Contributor

Re: Problem with Trade in credits

My trade in value for iphone 6 plus also shows $190 and the phone is in excellent condition. It's concerning that there is no proof of actual $650 till the credits start showing up 2-3 months later. I'm about to send my wife's iphone 6 as well and not sure if I should. Would be very dissapointed in the end if we don't get the 650 credit for both.

Message 6 of 37
Mentor

Re: Problem with Trade in credits

I'm in the same boat, hopefully an ATT professional will contact you since you left this question. Try to get some kind of email from them saying your all good for the 650 credit. They told me over the phone everything is good but I feel like in 2 to 3 months I might also need some kind of written proof that everything is fine with 650 credits on my two phones.
Message 7 of 37
Mentor

Re: Problem with Trade in credits

I just checked my online account and MY CREDITS ARE THERE!!!!!!! 21.67 x 2

Message 8 of 37
Teacher

Re: Problem with Trade in credits

How do I get help?  I have the same issue?

Message 9 of 37
Tutor

Re: Problem with Trade in credits

Re: Probiem with trade in credits                                                                                                                                           It has been more than three months for me. I am still not seeing any credits whatsoever!

Message 10 of 37
Contributor

Re: Problem with Trade in credits

I have the same issues trade in my iphone 6 for the 7 i have waited 4 months no credits i have called them 4 times and have been to my store they say they are working on it but im getting no where . any suggestions

Message 11 of 37
ACE - Expert

Re: Problem with Trade in credits


@doebag wrote:

I have the same issues trade in my iphone 6 for the 7 i have waited 4 months no credits i have called them 4 times and have been to my store they say they are working on it but im getting no where . any suggestions

 

A few questions before making suggestions (suggestions are generally based on the answers you give):

1. What model iPhone did you trade in?

2. Your purchased your iPhone 7 specifically on what date? (or order date)

3. You turned off Find My iPhone?

4. The turned in iPhone was definitely 100% paid off?

5. You purchased the new iPhone on Next? 

6. Have you been late for any of your payments since you purchased?

7. You turned the old iPhone in at the AT&T store or in the mail? 

8. What date did you turn in (or mail) the old iPhone?

9. Your receipt for turning it in said $0.00 for the trade in?

10. You removed the 4-digit passcode from the iPhone?

11. What condition was the turned in iPhone?

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Message 12 of 37
Tutor

Re: Problem with Trade in credits

I too have been completely given the run around for 3 months now. I turned in 2 phones for the promo, one was only a week old.

ATT has kept my phones and no rebate. Stealing 1300 dollars from me. I followed ATTs instructions explicitly. 

The phone calls to them are ridiculous as each time they try to blame me for it, but I have confirmation they received my phones.

I am thinking its time to start posting on Facebook and twitter how heinous that ATT is.

Message 13 of 37
Highlighted
ACE - Expert

Re: Problem with Trade in credits


@mav545 wrote:

I too have been completely given the run around for 3 months now. I turned in 2 phones for the promo, one was only a week old.

ATT has kept my phones and no rebate. Stealing 1300 dollars from me. I followed ATTs instructions explicitly. 

Please answer the above questions (mostly yes/no/date) and we might be able to provde some insight...?

 

 

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 37
Teacher

Re: Problem with Trade in credits

I've had to call and call every month to get my credits and it they keep promising me this will be fixed. But it never is. I traded my iPhone 6 in for a iPhone 7 in September 2016 and was told I would get a $650 credit. This month there is no credit. I was promised it would be resolved by tomorrow 3/20. Call me a skeptic but I'm preparing myself for another fight. I've been a loyal customer since Cingular days. And this is how they treat me? When this phone is paid, unless they do something to turn this mess around, I'm done with AT&T!!!
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