Trade-in phone lost again ?!
I returned my old phone as part of a trade-in on Sept 24th using the box provided by ATT with a label provided by ATT. The returns agent for ATT is a company called Pitney Bowes so the label has a USPS tracking number and an additional tracking number below it for the shipment company which is the one listed on ATT website. The first tracking number says that USPS handed off the phone to the returns agent on Sept 26th. Pitney Bowes company delivered on Sept 30th to LaVergne, TN facility. On the ATT website the tracking still says it is in transit while the tracking number links to PitneyBowes webpage to show that the phone was delivered.
The agent I just chatted with has no access to the tracking info that ATT has provided me with and is unable to see any of the info related to Pitney Bowes delivery. The agent only sees that USPS handed off to a returns agent on Sept 26th!!! The reason for my post this year is that last time I traded the same thing happened and despite multiple calls and chats with agent it was not getting resolved so I was forced to file a BBB complaint and the matter was immediately resolved. As is obvious scrolling through this and other forums that this is a recurring issue for many customers including ones that have stayed on for more than 10 years.
It is unacceptable that this issue persists despite all these complaints and that the agents do not have access to the tracking info that is provided to the customer. How is it that the customer can see that the phone is delivered but the agent cannot ? It is unfair to the employees of ATT that they have to listen to our complaints when clearly it is a big systems issue. Why do we have to jump through these hoops to get the trade-in credits each year ?
Hoping that I don't have to go through filing another BBB complaint this year.