4 Messages
Trade in never happened and the store stole my phone
I went to a local AT&T store since I was eligible for a trade in. Brought my old phone with me and after paying some fees, the person from the store said I could go and I would receive an email with the order number. A few weeks went by, nothing came. I tried to contact AT&T multiple times and between hearing “it takes 3 cycle bills for it to show” and “I see you will receive credit next month” (straight out lying to my face), I went back to the store to find out they have no clue where the phone is and that there are no trade ins under my account. I’m so frustrated at this point that all I want is my old paid phone back so I can give this stupid new one back and never have to deal with AT&T ever again. The woman at the store said she opened a case, but again, no case number, nothing. The day I went back to the store to complain about it, there was another couple with the same issue. Basically, they stole my phone and now I have to pay for a new one. This is outrageous.
If you’re thinking about trading in your phone with AT&T, I suggest you actually trade in companies. Go to any other provider, but don’t do business with them.
formerlyknownas
ACE - Sage
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113.3K Messages
4 months ago
When you trade in a phone in a store you are supposed to get a paper receipt which indicates that you met the conditions of the trade in. The receipt would have your phone number on it, the specifications for the phone you traded in. This receipt is the only proof you have that you did a trade in in person at a store. Do you have that receipt?
Yes? No?
Trade-in credits are paid out over 36 months and usually begin 3 months after activation of your newly purchased phone. If you made a purchase in mid or late May, mid-August would be 3 months, and bill credits should be expected this month.
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nlb22
4 Messages
4 months ago
No, I don’t have the receipt. Did not receive the credits (this month bill would be 3rd month after it) and when I went to the store, they said there are no Trade Ins under my account. All I have is the IMEI number of the phone.
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formerlyknownas
ACE - Sage
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113.3K Messages
4 months ago
Well that's too bad. A receipt absolutely should have been given it is your only proof that you made it trade in.
You can file a complaint against the store, but it's likely going to come to nothing without proof.
On the other hand you do have the IMEI of the missing phone. You can request a block list the phone as stolen.
So you may not get your credits, but whoever in that store who's walking off with the phones won't be able to use it. Spite move!
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ATTHelp
Community Support
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225.4K Messages
4 months ago
Hello, @nlb22. This is not the experience we want you to have, but we're here to help.
As this is account specific, we'll need to meet in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once you're there, we can continue this over the phone or in chat if you'd prefer.
We'll be awaiting your response.
Goodacre, AT&T Community Specialist
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nlb22
4 Messages
4 months ago
Still waiting on this… I guess it will be the case of blocking the phone using the IMEI number.
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formerlyknownas
ACE - Sage
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113.3K Messages
4 months ago
Well you were offered direct messaging 3 days ago. Did you respond. The messaging closes at the end of business day so it's kind of late now
And if it's only been 3 months, you may be jumping the gun. It's not unusual for the trade-ins to take four
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nlb22
4 Messages
4 months ago
I did respond, but as I wasn’t notified when they replied to me, unfortunately the link expired. I’m not really jumping the gun, I went back to the store and they confirmed the Trade In never happened. And they said they opened an investigation but every time I ask for an update they say they don’t have it and when I asked for a case number or something they also said they don’t have it. It is pretty frustrating.
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