at&t trade in process.

Lavergne Tennessee is the correct place for trade-in phones. That is the address of hyla mobile which is the recycler which takes all trade-in devices.

Pitney Bowes was on the box but so was the address in Lavergne Tennessee

My husband and I switched to AT&T December 2020 to take advantage of the promo to trade in our old iPhones to get the iPhone 12. We followed the instructions to send in our old phones. Time got away from me, and several months later I realized we never did get credits for our old phones (based on the promo). Long story short, I have since contacted AT&T customer service multiple times, I have been told that it's been resolved and we will receive credits that have been owed to us for turning in our old phones (oh, and we were told that our old phones were "lost in transit" and AT&T never received the package). We still have not received the promo credits over 2 years later of switching to AT&T.... :( :( :( :(

That is terrible. I hope you didn't give up. Try to escalate it to higher CS tier. My phone was not lost. It was actually delivered to at&t. I have a tracking number that says so. I'm just not sure if it was delivered to the proper department. I'll try to follow up with trade in department later.

Thanks. We still have the tracking numbers from the packages with our old phones so AT&T could verify that we did indeed send them in. We have 5 payments still remaining on our current phones and then we plan on switching providers unless we miraculously resolve this problem in the meantime. I just don’t know how many more times I can call and be home and be forwarded to this person and that person before I totally lose my sanity.

I hear you. AT&T trade in program is the worst. It is very confusing and if you call in to CS, you might get different answers each time. Good luck.

My phone was not lost. It was actually delivered to at&t. I have a tracking number that says so. I'm just not sure if it was delivered to the proper department. I'll try to follow up with trade in department later.

Your phone was not delivered to AT&T. It was delivered to Hyla Mobile (2 days ago) in Tennessee which is a third party company.

No such thing as an AT&T trade-in department is a completely separate company. 

HYLA Mobile Reconsidered
(629) 401-3714

 https://g.co/kgs/BSQsY3

Thank you for info. I didn't know that. AT&T does not say anything about HYLA Mobile so I guess I assumed (wrongly) that it was AT&T.  But what is this: AT&T Trade-in Support Team at: 1.888. 445.6005

That isn't the trade-in experience we wanted you to have nursejen84, and we don't want to see you go because of it. We're here to help make things right.

We'd like to continue this conversation in a DM, so we can look into your promotion and what happened with your credits. Our message will be found at the chat icon, in the upper right-hand corner of this page.

In the meantime, please let us know the specific promotion this was for, so we can research the terms and conditions of it over on our end as well.

We look forward to hearing from you.

Dylan, AT&T Community Specialist

I don't know if that 888 number is AT&T that communicates with hyla, or Hyla the communicates with AT&T. But it is a valid number and it's been given out before

I also sent my trade in using the box that came with my new phone and it is now received at La Vergne, TN. But every time I check the trade in status at aTT, it shows I didn’t ship the phone yet. I’m worried that I’ll not get the credit ang loose my old phone at the same time.