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Tuesday, June 1st, 2021 11:25 PM

WORST Mobile Phone Trade In Experience Ever. OVER 6 MONTHS! No positive progress or near resolution. WHY AT&T? !

It’s really disappointing to know that there are other cases on these forums very similar to mine. 

This is definitely is the worst trade-in program I have ever experienced. If you have an opportunity to do a phone trade in via Apple, save yourself any potential headaches and go through them. 


It’s been OVER 6 MONTH for me, with no positive resolution or any real progress. 

Back in November of 2020, I decided to trade in my OnePlus 7 Pro (which was in like-new condition), towards the purchase of a new iPhone 12 Pro Max. I was excited because it was valued at $350. 

I followed all the shipping directions perfectly. I even took photos of my previous phone with the shipping materials provided by AT&T (which was a tiny bubble wrap envelope that my phone BARELY FIT in). I even kept my phone in its current case for extra protection. 

Unfortunately according to USPS tracking, my shipment was labeled as delayed right before December 2020. It’s basically lost or misplaced somewhere.

Fast forward to today: 

  • I’ve reach out to USPS and they said that because of the specialized packaging and labels that was provided, it was AT&T whom I should be contacting about the package, which is handled by their 3rd party, Hyla
  • I’ve called AT&T customer service AT LEAST 8 times over the past 6 months: 
    • Every time I’ve spoken to someone, they NEVER FIND any notes about previous calls I’ve made, my case, or trade in number, etc. I have to repeat myself over and over again. 
    • Two of the reps I’ve spoken too practically guaranteed me that I’m not liable for a lost package for a trade in, yet I still haven’t gotten my credit
    • I’ve even attempted to contact AT&T’s 3rd party trade-in vendor, Hyla mobile at least 4 times, twice over the phone with no answer at all and twice via the AT&T trade-in page.
    • The last AT&T rep I’ve spoken too said that they’ll escalate my case and SHOULD hear back within 30 days. Since that call, it been nearly 2 full months.

I’m pretty much nearly fed up and ready to reach out to the BBB about this. I don’t understand how AT&T teams leave a customer hanging like this, especially when something has happened that’s out of their control.

Can someone please help me resolve this and finally process my trade in ?! 


ACE - Master


10.9K Messages

3 years ago

No one here can help you.  Filing a BBB or FCC complaint will be the quickest path to a successful resolution.

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