Do not believe the info from agents online/in-store and stay away from AT&T
I tried to trade in my old phone and get a new phone with a new line on AT&T under the $800 trade-in promotion. I tried to place the order online 5 times, and each time they told me that the order was placed successfully and I will get the phone with a new sim. Each order got canceled with no explanation.
Finally, I gave up ordering through the website, directly, and through chat support. Asked the account owner to go to the store and place the order from the store, this time the order was placed, then started the port in problems.
They told us to call them regarding port in once the new phone is received and the new sim was activated. Later they said they cannot port in my number, and asked me to get a new sim from a store and contact them. After going to three different stores I finally got the sim, the first store did not have sims, and the second one said they will not give me a sim unless I join as another line. After getting the sim, they said they cannot port in until 14 days passed from the time the first sim was activated. Port-in was successful after 14 days and now the trade-in problem started.
I traded in my phone on June 11th at AT&T corporate store, did not want to get into any more issues, so, I went to a corporate store. When I was thinking, "well, after all the troubles, I got a new phone on my old number, things ended well", I received a message saying that my trade-in phone is not eligible for the promotional credit. I answered all their phone-condition-related questions correctly, the values stayed at $800, when I dropped off my phone at the corporate store, the agent also confirmed that I have to pay only the value of the new phone that is above $800. Now, the text message is saying that I will only get $17.50, not $800.
When I called the number mentioned in the text message, the agent on the phone told me that there is no option to return the new phone and get my old phone back.
Lucky me, I am stuck with a company that gave me one after another problem and made me pay for a phone I would not have wanted if there was no promotional offer. Be ready to get into issues if you want to join AT&T.