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L

New Member

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2 Messages

Tuesday, August 18th, 2020 1:07 AM

Confusing Trade-In process; was told to send phone to wrong address

After upgrading my phone, I contacted AT&T to find out how to send in my phone for the Trade-In. They gave me mailing label which I used to send in the phone. A couple days later, a package arrived at my house to send in the Trade-In - a different address. I have tried to contact the Trade-In Program staff multiple times in chat, phone and email. The phone goes to music then disconnects. The online chat is never answered. The emails are never responded to. I should be getting a $205 credit for my iPhone X that I upgraded. How do I get a resolution when no one will even respond from the Trade-In program?

Community Support

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220.9K Messages

3 years ago

Greetings @lufda02,

 

We understand you're having concerns in regards to getting the $205 credit for your iPhone X that you had upgraded. For questions about missing cards, delivery confirmation of your mailed in trade-in device please call the Trade-in Support Line: 88.445.6005. Hour of operation are Monday- Friday, 7am - 7pm CST.

 

Jacob, AT&T Community Specialist 

New Member

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2 Messages

3 years ago

Thanks, Jacob, but I tried calling many times and mostly was disconnected after listening to music. I spoke with an agent once but he could not assist me.

 

On the positive side, I was able to engage an agent on the main AT&T consumer site via Chat. He was very patient and helpful. After 45 minutes of working the issue, he was able to provide a credit - not the full $205, but a reasonable credit. It could have been much easier if the Trade-In staff would have responded to my outreach via email, phone and Chat.

New Member

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3 Messages

3 years ago

The forum has TONS of us with the same issue. What is ATT doing to help?

New Member

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4 Messages

3 years ago

I am having the very same issue and AT&T should help fixing this common mistake, which in part is caused by their deceiving buyer remorse label. I sent my old phone to that address and a week later I received a different label and package for the trade-in. It would seem fair that they either forward the old phone to the trade-in department or send it back to me as I am the legal owner of the old phone.

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