Trade in a complete scam, so disappointed in AT&T. They solicited the trade in and then changed the terms.

The iPhone 11 Pro was up for trade in. AT&T solicited the trade in, for $800 trade in value, for a new iPhone 14. Our 11Pro was in perfect working order, no defects, broken glass, or degraded battery. We sent it in to what we thought was AT&T receiving, come to find out it’s a 3rd party that they use. Well, this company said we didn’t log out of “Find my” - an app via apple that follows the Apple ID. It becomes our word against theirs. Now if my parents had done this, if my wife had done this, I might have believed them. But I personally logged the phone out of Find My, the Apple ID, and then reset the phone before mailing it in. I complied with their instructions completely. By the second bill cycle, they removed the trade in credit. Upon reaching out to customer service, I was put in an endless loop of passing the buck. AT&T Customer service said I’d have to take it up with the 3rd party who received the phone. Once talking to them, they said they can only read the notes that they made when it was first received and to contact AT&T Customer Service. The loop continues. I opened 2 tickets pleading my case. I was told the phone’s IMEI (kind of like a serial number) shows that Find My is CURRENTLY active on the phone, therefore they won’t honor the trade in commitment. Well, no kidding, it’s now been 5 months since they received it. They’ve resold it and the new owner is logged in! 

Completely unacceptable. A bait and switch that never should have happened. 

I will be paying off the device and taking our 15 years of AT&T service elsewhere.