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.