Trade in plan w/next up no boxes
In April my family and I decided to upgrade our phones using the AT&T next up program, we got the phones all set up and the technician said we should receive boxes in up to 10 business days. We never received the boxes, so we called AT&T trading support and they said we’d have to go to the store because they couldn’t find record of our trade-in. so we went to the store and the associate assured us that we would receive boxes within the next week, the next week came and still no boxes so we called customer service and tried to explain our problem. Customer service and they couldn’t help us and to just wait it out, and then they hung up on us. for over three weeks, we kept calling trading support and customer service with no answers as to where our kids were and where shipping labels were, eventually we got our shipping labels that was in the beginning of July. Our trade-ins were due July 9. We still hadn’t received boxes so we shipped the phones on our own using the shipping labels provided and got confirmation that one phone was delivered to AT&T on July 8. The other one however has still not been delivered and it is now August. my phone bill is $1176 because they didn’t discount any of my trade-ins off of my bill. I have tried to call customer service they keep hanging up on me. I have tried to call trade in support they say that there’s nothing they can do because they can’t find record of a trade-in. This is absolutely absurd. AT&T is by far one of the worst companies I’ve been with and I will never ever go back to them after my contract is up . This is outrageous. Why am I paying $1176 for something I had no control over because the company did not send me the materials required. I cannot try to talk to them about this without being rudely hung up on. I don’t know what to do.