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stuartmyer12's profile

New Member

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3 Messages

Friday, November 25th, 2022 10:36 PM

AT&T made the mistake, customer pays the price

Hey has this happened to anyone else.. I took advantage of the the "trade in offer" from AT&T and sent in my IPhone 11, having received a Iphone 13.  This was to be a free trade in.  AT&T is claiming I did not send in a Iphone 11, though they cannot say what I did return.. I am now stuck with a $23 dollar add on.. Do you selves a favor and do not participate in this trade in programs.

New Member

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24 Messages

2 months ago

There are a bunch of reasons why your trade in credit is not appearing.

First off, did you trade in your device at an AT&T store or did they send you a box to ship your old device off?

If you received a box, did you send it to Lavergne TN, or did it go to Texas? If it was shipped to Texas that would mean it was sent to the AT&T returns center and not Assurant (the third party trade in recipient) 

New Member

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3 Messages

2 months ago

No none of that applies.  I shipped back to AT&T in their box and received confirmation.  I have been a customer for 25 years and find this bait and switch behavior abhorrent on the part of AT&T

ATTHelp

Community Support

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207.7K Messages

2 months ago

Hello stuartmyer12, we're here to help you with your trade in credits.

Let's meet in a Direct Message to discuss your trade in credits. Please 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 please have tracking information ready.

Looking forward to speaking with you soon.

Carlton, AT&T Community Specialist

New Member

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3 Messages

2 months ago

actually AT&T continues to double talk rather than acknowledging thier own error

ACE - Sage

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104.2K Messages

2 months ago

@stuartmyer12

No none of that applies.  I shipped back to AT&T

Well that explains a lot. Your phone was not supposed to go back to AT&T. The trade in goes to a third party called Hyla Mobile in Tennessee.   You sent your phone back to AT&T with the return label, that was included to send your new phone back in case you didn't want it.  

The return Department got this old phone back and has no idea what to do with it because it never should have gone to AT&T.

Because you sent it to the wrong place, and AT&T has it and doesn't know what to do with it, they now have to find it, and then send it to Tennessee.

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