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Problem with Trade in credits

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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
ACE - Expert

Re: Problem with Trade in credits

@Blangefels 

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

(Yes/No/Date works for most answers)

1. What model iPhone did you trade in? iPhone 6

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?

 

I recommend hitting REPLY/QUOTE, then hit QUOTE and typing the SHORT answers next to the question in ALL CAPS or bold.

 

 

 

  • 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 16 of 37
Teacher

Re: Problem with Trade in credits

What model iPhone did you trade in? iPhone 6

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

9/20/16

3. You turned off Find My iPhone? Yes

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

5. You purchased the new iPhone on Next? Yes

6. Have you been late for any of your payments since you purchased? No

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

8. What date did you turn in (or mail) the old iPhone?9/23/16

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

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

11. What condition was the turned in iPhone? Excellent



Message 17 of 37
ACE - Expert

Re: Problem with Trade in credits


@Blangefels Everything looks good. Send a message to @ATTMobilityCare and nicely explain to them that you need to know what's going on with the phone.

 

I've also gotten responses from https://tradein.att.com/#/request-help in regards to this same trade-in.

  • Status of my Trade-in submission
  • Questions about an AT&T promotion

Good luck, I did the same promo and it makes me smile every time I see my $27.09 credit on my account!

 

 

  • 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 18 of 37
Tutor

Re: Problem with Trade in credits

I did everything to the letter
And att has kept my phones and my money


Message 19 of 37
Tutor

Re: Problem with Trade in credits

Lucky you
I've called 9x and still no satisfaction
Seriously considering taking the fall cutting my losses and switching to Verizon solely on principal

Message 20 of 37
Contributor

Re: Problem with Trade in credits

I participated in this same offer back in September and traded my IPhone 64gb for new iPhone 7. I received this email on September 26 2016 after I shipped my old phone back to them.

Dear,

Thank you for returning your IPHONE 6 64GB GRY for XXX XXX XXXX. It's in good working condition, so there's nothing else for you to do!

Managing your account is easy - just visit att.com/myatt or download the myAT&T app today.

We appreciate your business.

I still haven't recieved any credit to my account and my other phone was completely paid off. When I call AT&T about it the operator sounds clueless and I was transferred three times before just hanging up on them.
Message 21 of 37
ACE - Sage

Re: Problem with Trade in credits

Are you sure you have no credits?

 I will assume you checked the account ....  Are you paying for the new phone in installments?

Never been late paying, and filled out the fall trade in promo code online

Next step is to contact the advanced support team here @ATTMobilityCare

Send copies of the email and all other documents.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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 22 of 37
Tutor

Re: Problem with Trade in credits

After lots of work, the credits are coming! Thank you ATT
Message 23 of 37
Teacher

Re: Problem with Trade in credits

I had four credits added this month! Not sure if going forward my bill will be correct but if not, I will keep calling until the phone is paid off. Then will shop around for another provider that follows through with what it promises!
Message 24 of 37
Contributor

Re: Problem with Trade in credits

Seeing that I am not the only one with this problem and that some have found a solution, makes me have a little hope. I have paid 7 installments plans! that's almost $200!!!

i have tried every suggestion on this forum... and still not luck Smiley Sad

Message 25 of 37
Tutor

Re: Problem with Trade in credits

After I called AT&T they were able to find my lost phone. I have been credited for all my payments. Thank you AT&T.

Message 26 of 37
Contributor

Re: Problem with Trade in credits

Our family got  2 Iphone 7 and one iPhone 7 +. It's 9 month already, still did not money back. We were with AT&T for many years before. Probably, we need to take legal actions, not sure what else can we do to get our money back.

 

 

Message 27 of 37
Teacher

Re: Problem with Trade in credits

Just keep calling. Took several months but they are finally giving me my credits
Message 28 of 37
Teacher

Re: Problem with Trade in credits

Just keep calling. Took several months but they are finally giving me my credits
Message 29 of 37
ACE - Expert

Re: Problem with Trade in credits


@Blangefels wrote:
Just keep calling. Took several months but they are finally giving me my credits

AWESOME! Thanks for letting us know.

 

Any other tips for the other trying to get their credits?

 

 

  • 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 30 of 37
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