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JamesHersh's profile

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1 Message

Saturday, February 5th, 2022 4:59 AM

Sales rep scammed me

I was looking to buy a new iPhone when I decided to call AT&T to see if I was eligible for an upgrade. The girl on the phone told me I could trade in my iPhone X for $800. I was suspicious because this seemed like a lot so I repeatedly asked for clarification whether or not she was mistaken. She told me that people are eligible for “up to $800, however I was able to get the full $800”. Still smelling something fishy I decided to order a new IPhone 13 pro max directly on the phone with her right there and then. An AT&T sales person wouldn’t lie right?

The phone came in today but I didn’t see any return label with it for the old iPhone. Called up customer service and they said that it is usually sent in the same box as the new phone, however when I was speaking to the girl rep originally, she said that it would be send later. I don’t know what to do. I was billed $1100 for a phone that I can’t even get my upgrade for. I need help from an AT&T higher up/middle manger. 


Community Support


215.5K Messages

1 year ago

We'll be happy to assist you with your trade in @JamesHersh.


Assuming the device you're trading in is eligible for an upgrade, the original rep provided you accurate information. To begin, you can log into your account and select the device in question.


If you are eligible, since you haven't received your trade-in return label, you can request that one be sent to you through the Trade-In Portal using your email address and confirmation number. You can also reach out to the trade-in department directly at 1-888-445-6005 weekdays from 7 AM to 7 PM CST and weekends from 9 AM to 5 PM CST.


If you check your eligibility and find that you do not qualify, please let us know and we can proceed from there.


We look forward to getting this resolved for you!


Darais, AT&T Community Specialist

ACE - Sage


107.4K Messages

1 year ago

Not a scam, not a lie 

It's published offer on the website. You have 30 days to trade in your old phone. Either in a corporate AT&T store or by requesting a mailing kit online

 Follow instructions if you do the trade in by mail.

If you return in a corporate store make sure you get a receipt for your trade-in connected to your account and save it.

You have to be on an unlimited data plan, if you are not now, please change before the 30 days is up.

Credits for your trade-in phone start in 3 months. Credits will offset your installment every month in the form of a credit which will show on your bill for the entire 36 months.

ACE - Sage


107.4K Messages

1 year ago

See the deal on the website

ACE - Sage


107.4K Messages

3 months ago


That proves nothing.

Your first AT&t bill will include more than one month's service, activation fees on all new lines of $35 each, it will also include all of the installments until any bill credits kick in. It will not include the auto pay and paperless billing discount until your first bill is paid via auto pay and paperless billing.

And if you are looking at a very colorful document called a customer service summary, it is incorrect. It does not include any of the discounts, and the taxes are greatly inflated.  We customers have been complaining about the inaccurate, to use a mild word, customer service summary for as long as they have been producing this fictitious and nonsensical document.

Fyi "work discount" would only apply to the unlimited premium plan or metered plans. Discounts on service are limited to special classes of customers. Military, veteran, teachers, doctors, nurses and physicians assistance. Other first responders may apply for first net for special pricing.  

But your basic corporate discount does not apply to extra or starter plan

There is nothing false about AT&t's advertised prices or published promotions which anyone can read by simply going through their website.


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