Earbuds, cases, wireless speakers, and the latest devices. We've got the season's hottest gifts!
The new iPhone 14
CaseyGin123's profile

New Member

 • 

6 Messages

Sat, Sep 24, 2022 1:04 AM

Return iphone

I got the new 14 pro max friday 9/16. Activated and ready to go. I returned my 12 pro max in the same box with the return label and everything that they gave me the next day Saturday the 17th. Per the instructions I kept a copy of the post office. Return receipt. And the post office app says it was received at their warehouse Monday 9/19 I was told I would get an email letting me know when my device has been received. Here it is Friday the 23rd and still nothing so I spoke with three representatives at AT&T and they are all telling me that the phone returned with an iPhone 6s which I have not had since 2018 and I keep saying I returned the 12 promax nothing else. Is there any more that I can do? I’ve already submitted it to disputes but I know I did not return a 6S

ACE - Sage

 • 

102K Messages

2 months ago

Do you still have the IMEI for your iPhone 12 Pro Max?  It would be on your original box if you still have it.

New Member

 • 

6 Messages

2 months ago

Yes I do 

ACE - Sage

 • 

102K Messages

2 months ago

Awesome.  Contact AT&T again with that in your ammo box.  They cannot deny a phone exists and was sent in, when you still have its identification number. 

New Member

 • 

6 Messages

2 months ago

Thank you very much!

New Member

 • 

6 Messages

2 months ago

I gave them that info and I actually got a rep in America and she pulled up the info and seen it was received. She said the foreign customer service reps were looking at an old trade in from 2018 not what I just turned in that had been received on Monday. The new rep today said she found it and it is in process. Thank you formerlyknownas you saved me from having a heart attack

sandblaster

ACE - Expert

 • 

60.9K Messages

2 months ago

I returned my 12 pro max in the same box with the return label and everything that they gave me the next day Saturday the 17th

Sorry to say say but you may still have a problem. If you used the return label that came with the new phone, that label is for returning the new phone, not for the trade in. Your phone likely went to the wrong location. Trade in materials for the trade in are sent separately.

New Member

 • 

6 Messages

2 months ago

sandblaster the instructions stated to put my trade in in the box my new phone came in and attach the USPS return label included. I did all that. AT&T stated they have received the phone and are processing it per formerlyknownas comment. I appreciate that though tho

sandblaster

ACE - Expert

 • 

60.9K Messages

2 months ago

ATT telling you the phone has been received and is being processed doesn’t actually confirm it’s at the right location.  I sure hope it is at the right location. If ATT is now sending trade in materials with the new phone, that’s new.

New Member

 • 

6 Messages

2 months ago

Yes they send the instructions and bubble wrap for you to put your phone in. They include the tape to tape box back up as well as the return label so they can process your trade in. Been that way for some years now 

ATTHelp

Community Support

 • 

203.8K Messages

2 months ago

Hi CaseyGin123, we're here to help with your trade-in inquiry.

 

As the ACE @sandblaster mentioned, if you used the return label that came with the new phone, that label is for returning the new phone, not for the trade in.

 

Your phone likely went to the wrong location. Trade-in materials for the trade in are sent separately.

 

We want to get you into a Direct Message to further review. Check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

In the meantime, review this article for details on how to return your trade-in.

 

We will get started on figuring out the root cause and work towards a solution. Keep an eye out for the DM.

 

Thank you for contacting the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

 
Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.