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velaineb87's profile

New Member

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2 Messages

Wednesday, September 14th, 2022 4:46 PM

Given less than the trade value of my iPhone 12 128G

I have been with AT&T since 2019 and haven't had any issues since the last 2 years in regards to upgrading my phone. Today I received some upsetting information that after turning in my phone I'm only receiving $375 as a credit despite receiving an email that $559.99 will be added to my bill for failing to turn my phone in. In August explained to the rep in the loyalty department that I completely forgot to return my phone due to dealing my deaths in my family and also having surgery. Once I was able to get to returning my phone, I immediately went to the retail store and they were unable to help. They suggested to speak to the loyalty department about getting the phone returned. When speaking to the loyalty department I was transferred to their supervisor who emailed me the shipping label. They also suggested that I called back in once it was given to USPS which I did. I provided them the tracking number and was told by the loyalty department rep that I will receive an email once they scan in the package and in the meantime pay your regular bill and I will push out the remainder amount 9/11/22. They suggested this because my bill was messed up and they were going to go back in my account to get it resolved. 9/14/22 I go to use my phone and it's suspended so I called from a different number after realized that my bill was not correct still and I never received an email confirming that they received my trade in phone. Once I speak with the loyalty rep she states there are no notes in addition after being on the phone for 2 hours their supervisor only gives me $375 because the phone was late and they are basing the trade in value as of today. When I spoke to the supervisor in August who sent the shipping label they never mentioned anything that would suggest I would only get the trade in value as of today or lesser than the amount that was added onto my bill. The rep stated they are giving me that amount as if I was a new customer trading in my phone! Had that supervisor and previous reps I spoke with discussed everything I would have made a payment towards the balance instead of believing they were going to take care of it. I am completely disappointed in AT&T and there lack there of concern for their customers. 

Constructive

Employee

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30.4K Messages

5 months ago

always pay your bill and dispute it later, you also had a time frame to mail your trade in, you missed it and the computers have no sympathy for your personal issues. your lucky you got 375 because they usually dont accept late trade ins and you pay full price for the new phone 

New Member

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2 Messages

5 months ago

it seems like you either might be a computer yourself with no sympathy or you just have no empathy when it comes to customer service. I really hope you’re not in customer service. If the rules are rules then that supervisor should have never emailed me a shipping label and told me to return the phone to get the credit back. 

ATTHelp

Community Support

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207.6K Messages

5 months ago

Hi there @velaineb87, we understand the need of getting the value of your trade in, so let's meet in a Direct Message it's the chat icon next to the bell in the upper right-hand corner.

 

In the meantime, please gather your tracking information for the device that was returned to the warehouse, and we will dive into the notes on the account.

 

Thank you for your patience, and we look forward to assisting you soon.

 

Ashley, AT&T Community Specialist 

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