2 Messages
Trade-in credit bait and switch
I traded in my phone to get the new Samsung Ultra. I double checked and was assured the Note 4 would be honored for the max trade-in value. My plan was eligible and credits started. Two months later, they stopped.
- Called ATT and was assure they would come. It was a mistake and the trade-in was improperly filed as a recycle.
- 2 chats in July where it was confirmed that I would get the credits in 1-2 billing cycles.
- September chat with ATT. Again I was promised the credits and that a ticket would solve if for me.
- Chat today. I was told I was not qualified, trade in was not eligible and no way to dispute it. I am glad I switched to chat and saved those transcripts. It would seem this was a dead end and I need to escalate. I am just not sure the right way to escalate with ATT. I share this as a warning for others who are taking advantage of a device upgrade. Perhaps someone has better advice on ensuring the upgrade credit offer is honored.
formerlyknownas
ACE - Sage
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110.8K Messages
6 days ago
AT&T's excuse does not wash in any way. You can file a better Business bureau complaint online. The complaint is forwarded back to AT&T upper management and someone will contact you with the real reason that you lost bill credits
Unless you're purchase was between May 15th and Father's Day, the deal has been ongoing, and it does not matter if the phone was "recycled", it doesn't matter if the phone was mulch as long as they could identify it by its IMEI when you traded it in.
All of the phones are recycled because they're sent to a third party called Assurant Mobile in Tennessee. Formerly called Hyla mobile, Assurant Mobile refurbishes, recycles, or scavenges phones for any parts or minerals that can be recycled and reused
I never assume that anyone has met or kept the qualifications for these deals. Sometimes people void the deal on unintentionally.
Given the timeline, did you add a line to the account to take part in this deal, and within 90 days cancel a different line off of your account?
You can go to att.com, select one of the Samsung phones and click on the blue banner at the top right hand side. Then click on see offer details. Then scroll down and read everything.
Anything jump out?
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lever2002
2 Messages
6 days ago
I did it in March of this year and kept the same line and plan. It is still eligible. No changes to my account at all. I have confirmation it was received by ATT and its listed as on the device list still. And confirmation I am eligible in chat conversations. Nothing stands out and thanks for the response. Seems like the hope is I forget and ATT keeps $750 that they owe me.
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formerlyknownas
ACE - Sage
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110.8K Messages
6 days ago
Not a big deal, just file the better Business bureau complaint. AT&T makes goofs all the time, we have to assume that this is just another one in a long line of AT&T foul-ups.
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ATTHelp
Community Support
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221.1K Messages
5 days ago
Hey @lever2002, thanks for meeting us here with your information. We're here to help you make things right.
We want to take deeper look into this situation, so please look out for a DM notification from us.
Thank you for visiting AT&T Community Forums!
Scarlett, AT&T Community Specialist.
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