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cindyb104's profile

New Member

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2 Messages

Thursday, June 1st, 2023 2:37 AM

Fraudulent trade in - scammed and now old phone is no where to be found!

My husband and I each had a Galaxy Note 9 that we got through ATT with installment plans. We paid them off completely. And recently took advantage of the promotion ATT offered to trade in our phone(s) and get $1000 credit each...for qualifying phones (which included the Note 9s) We each ordered new phones and sent each of our Galaxy Note 9s back with their original box, phone cases, and accessories (in the box they provided with the shipping labels they provided). Both in wonderful condition. We received confirmation from ATT that both Note 9s were received. This was in early March and since then have been credited each month for each of our new phones. I got our bill this month and the promotional credit was no longer applied to my husband's phone/line. I called and they are saying they received some sort of flip phone and that it's "not part of the promotion". I have now spent almost a week on and off the phone (consuming many hours each night) with different representatives and I am not getting any help. All they can can tell me is that they received the wrong phone. I have never in my life owned the phone they are saying they received and I have been a customer of ATT since the late 90s. My husband's old phone was reported stolen and it's no where to be found. We cannot afford to pay off a phone we were told we would get for free. This is obsurd and I will be leaving ATT if this is not resolved by rectifying the promotion that is due to us.

ACE - Sage

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111K Messages

4 months ago

You do understand AT&T never had your phone? When you mailed the phone it went from the postal service through Pitney Bowes or newgistics, and went to Hyla Mobile which is the third party business.  At&t never touched it 

New Member

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2 Messages

4 months ago

Appreciate your information.  I do not know that. What do I do about it now? Says it was delivered to a place in TN

ACE - Sage

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111K Messages

4 months ago

I never well that's good news if it was delivered to Tennessee that was the right place. If some other phone was delivered other than the one that you put in the box, someone at the post office, Pitney Bowes or logistics, or Hyla has substituted the phone.

You Can file a better Business bureau complaint online.  Better Business bureau complaints are forwarded back to AT&T upper Management and someone will contact you. 

Community Support

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221.4K Messages

4 months ago

Hello, @cindyb104! We understand how frustrating it can be to not receive your trade in credits.

 

Let's meet in a Direct Message to further investigate the trade in credits stopping due to the wrong device being sent in. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to assisting you!

 

Rachel, AT&T Community Specialist

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