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iPhone 7 $650 missing trade in credit

Anonymous
Not applicable

iPhone 7 $650 missing trade in credit

I participated in the iPhone 7 trade in promo in September on 2 of my lines. I have all my paperwork from in ATT store where they kept my iPhone 6's and did the trade in using the FALL2016TRADE promo code. The credits are still not showing on my bill. Is there a phone number for this program? The online chat agent says I need to go back to the store which we all know is a 30 minute wait and they will just direct me to an 800#. Any suggestions?
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Message 1 of 32
ACE - Expert
Solution
Accepted by Anonymous
Accepted by Anonymous
‎12-04-2016 5:16 AM

Re: iPhone 7 $650 missing trade in credit

I got my credits in just under a month, but I traded in a store so that may get a different response time.

 

The tracking says it's made it to the destination?

 

I can't imagine them being able to help you in a store.

 

I've successfully contacted them at https://tradein.att.com/#/request-help

and gotten a response in 3-5 days from both the status and the help options.

 

 

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Message 2 of 32
Anonymous
Not applicable

Re: iPhone 7 $650 missing trade in credit

Thank you! I traded mine in store also to help expedite things and from what I understand the store didn't finish the process on the backend.  Apparently there are steps that have to be performed after the customer leaves, even though I was given a receipt and said "all done!".  The good news is I used Twitter and was contacted my a Social Media Customer Service Rep.  This agent was extremely knowledgeable and actually wanted to help fix the problem.  I snapped her pictures of my receipts and she has now fixed everything on my account.  The credits were even backdated.  Thanks for sharing the help link.  I looked everywhere on the website before posting this and I guess I just overlooked it.  

 

 

Message 3 of 32
Tutor

Re: iPhone 7 $650 missing trade in credit

No credit for me despite repeated calls to Trade-in program support. Everytime they tell me that I will receive an e,mail in next 2-3 business days. No email, no call back and no credit. This is happening for last 3 months, since Nov Thanksgiving, 2016. AT&T should be ashamed their customer support.

Message 4 of 32
Tutor

Re: iPhone 7 $650 missing trade in credit

i phone 6 plus was part of bogo...i had same issue..which was very hard to expain..but tried very hard to get my credit. it took me 3 days ...i spend amost 2 houre with atnt chet. and finaly they understend and gave me my credit......first they give me lots of bull*** excuse...but i finally convence them....so if you havent got the credit..try hard as much as you can..

hope you like my ans....

Message 5 of 32
ACE - Sage

Re: iPhone 7 $650 missing trade in credit


@teju1010 wrote:

i phone 6 plus was part of bogo...

 


No it was NOT.  The iPhone 6s Plus was eligible.  The iPhone 6, 6 plus or SE were NOT part of any of the BOGO from December 2015 to up to now.  

Every BOGO offer was printed online.  It very specifically lists the 6S or 6S plus.

 

IMG_4904.PNG

(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 6 of 32
Anonymous
Not applicable

Re: iPhone 7 $650 missing trade in credit

Thanks, I finally tweeted them and received a response from a super AT&T
Social Media Customer Care Associate. She did tell me that unfortunately,
whatever happened the store didn't process this correctly. However,
because I had saved all my receipts from what the store gave me, I took a
picture and sent them to her. She told me to give her 1-2 business days
but she would fix everything correctly. The credits are now showing on my
bill each month and they did go back and credit everything from the date of
my receipts as well. Always save the receipts until everything starts to
show correctly on your bill!
Message 7 of 32
ACE - Sage

Re: iPhone 7 $650 missing trade in credit

@Anonymous   Good for you, and yes, save your receipts, tracking slips etc. they can help a lot.

 

(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 8 of 32
Voyager

Re: iPhone 7 $650 missing trade in credit

Can you please tell me how or who you contacted on Twitter that assisted you?? I am unsure how you got to a person Smiley Sad

Message 9 of 32
Anonymous
Not applicable

Re: iPhone 7 $650 missing trade in credit

I just tweeted the AT&T handle that I had a billing problem with my iPhone
7 trade in credit and someone responded. Then I had to DM them to verify
account information. It took a week or two but they handled it. I had my
receipts where I sent it in so that helped them a lot track down the
issue. Good luck!
Message 10 of 32
ACE - Expert

Re: iPhone 7 $650 missing trade in credit


@Anonymous wrote:
I just tweeted the AT&T handle that I had a billing problem with my iPhone
7 trade in credit and someone responded.

Can you please be specific which AT&T handle?

 

 

  • 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 11 of 32
Anonymous
Not applicable

Re: iPhone 7 $650 missing trade in credit

The support handle. @ATTCares
Message 12 of 32
ACE - Expert

Re: iPhone 7 $650 missing trade in credit


@Anonymous wrote:
The support handle. @ATTCares

Thank you! They have several Twitter handles.

  • 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 13 of 32
Contributor

Re: iPhone 7 $650 missing trade in credit

Me too [Per Guidelines:  Keep it Relevant and Appropriate]. you can not believe how many times I called 611 and how many times went to store today I called 6times 611 and every time difference person but they do the same thing told me hold on and I waited more than 5mins they hangup the phone what can I say what can I do {Inappropriate content removed}

Message 14 of 32
Tutor

Re: iPhone 7 $650 missing trade in credit

They took my 6+ too. Never gave me my $650 credit. It's been since October. Straight Grand theft. nothing but run-around from 611...

 

Message 15 of 32
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