The new iPhone 14
kttt1's profile

New Member

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3 Messages

Sunday, May 22nd, 2022 7:46 PM

Traded in phone for promotion but the store lost it

Back in January I participated in the phone trade in promotion where my family switched our plan to AT&T and I was supposed to trade in my old phone for a refund. The rest of my family who lives in a different city mailed their phones back to corporate and got a refund after a few billing cycles. Because I live in a different city, I went to a physical AT&T store to trade in my phone. At the store, the employee helping me filled out a trade-in form on his iPad and said that the trade-in was complete. I asked for a receipt, and he seemed a little bit confused, before printing out a screenshot of the form he filled out (NOT an official receipt). Because it was an iPad screenshot, it contained the exact date and time of this encounter. The screenshot also contained a filled out IMEI number, which I later found out was off by 1 number. A couple billing cycles passed and the primary account holder notified me that there was still no refund posted for my trade-in. After calling AT&T customer service, they said they had no record of my phone ever being traded in. I called the store I went to and they said that they did not have the phone in the back office. I compared the IMEI number on my original iPhone box to the screenshot I had that the employee filled out and realized it was missing one digit. Was this an honest mistake or a deliberate one? Unclear. Either way, this meant that my phone could not be tracked at all. It's unclear if the trade-in form was ever actually submitted. 

I have called customer service MULTIPLE times and every time I have to explain my entire story to a new agent and wait on the phone for hours for them to get their manager on the phone. The most they could do for me is to tell me to go back to the store I traded in my phone and talk to the employees there. I did, and brought the screenshot receipt that the employee printed out with me. The manager of the store took one look at the receipt and confirmed that the screenshot was indeed printed out at their store because of the ink marks on the paper (they are aware their printer has problems). This was at least 2 months ago. At the time, he said he needed time to do some internal investigations with his employees to ask around about who helped me with the transaction. Since that time, I have called once a week to check in on his progress and every time he creates an excuse to buy himself more time. No progress has been made.

I'm losing patience for what has happened. I have trusted AT&T to be responsible for their own trade-in procedure once the phone is out of my hands and I have handed it to an employee. I should not have to deal with the consequences of a lack of organization or integrity from one of their employees. I have lost time and money as a result. Please resolve this immediately. 

The store address is 3106 S Grand Blvd, St. Louis, MO 63118. 

ATTHelp

Community Support

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207.3K Messages

8 months ago

Let's meet in a Direct Message (DM)  to discuss that device trade-in, kttt1!

 

Please check your Direct Message Inbox for a message being sent to you. To find the DM, look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

In case you want to know more about trading in your device, check out How does upgrading every year with AT&T Next work? Even if your trade-in isn't Next upgrade, there are valuable details under Other Options:

  • Device Trade-in: Customers who own their device, can trade it in and apply the value toward the new device cost in AT&T retail stores.
  • Down payment: Customers can put money down at the time of purchase to apply towards the new device cost.

Be sure to watch out for the message in the DM. We want to help you reach a resolution with your device trade-in.

 

Lar, AT&T Community Specialist

ACE - Sage

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104K Messages

8 months ago

That store is an authorized reseller, not an AT&T owned store.   They cannot accept trade in phones. They should not have accepted your trade-in phone.

Constructive

Employee

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30.4K Messages

8 months ago

🤦‍♂️

New Member

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5 Messages

7 months ago

I am dealing with this EXACT issue. I have been on the phone with both Apple and AT&T for hours and NO ONE can give me a direct answer. How did you get this issue resolved?

New Member

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3 Messages

7 months ago

after posting on this forum, an online att customer service agent reached out to me via messaging through this forum. i messaged them proof of my "receipt" and they were able to escalate my case and make sure i received refund credit

New Member

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5 Messages

7 months ago

@kttt1 thank you for your response! Glad it was handled for you. I've posted here and on reddit....we'll see who can help me first! 

New Member

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3 Messages

7 months ago

good luck to you! it's a real headache and i understand your frustration. hope it works out. I also thought of reporting the store i did the exchange at to Better business bureau if they continued to not respond. 

ACE - Sage

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104K Messages

7 months ago

@amysmurray

I have been on the phone with both Apple and AT&T for hours and NO ONE can give me a direct answer.

Apple?   How is Apple involved?

dwill05

ACE - Master

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7.5K Messages

7 months ago

New Member

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1 Message

2 months ago

I had a VERYYYY similar experience this week…. I traded in a phone back In January, physically handed it over in the store, to a female employee. My mom did too, we did it at the same time. I never received a tracking number that I can recall, even if I did it was in January I have no idea where that paper is now. Went into the store to ask about it and the employee who handled my trade in was actually working, she said she remembers the transaction and not to worry she will pass it to her DM and get in touch with me. A week goes by so I go in there today & her story has completely changed. her DM was extremely dismissive and defensive and pretty much told me I was lying because I had no proof and the trade in doesn’t exist in their system. When I asked the employee why the sudden change in story she said “how am I supposed to remember a transaction from almost a year ago”. Customer service has basically told me the same thing. So I lost my 11 Pro Max and my 800$ trade in because of one employees negligence and nobody can help me 😤

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