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RAZimm05's profile

1 Message

Tuesday, August 15th, 2023 7:53 PM

Trade-Ins Not Received - No Help From AT&T


We ordered 2 new phones in July, under the assumption of credit for our trade-ins (a total of $1600, $800/phone).  I used the pre-printed label supplied by the company, and followed all instructions to a T, and handed both boxes to the agent at our local post office.  Now, AT&T is showing they never received the trade-ins.  If we want to dispute, we have to provide a tracking number.  I don't have the tracking number, as it was on the pre-printed label that I used to send in my trade-ins.  AT&T claims that they cannot find the tracking number on their end, although they provided the label.  I have heard from several people who experienced the same situation that AT&T CAN look up and provide the tracking number, but routinely refuse to do so.  We've so far been hung up on and lied to by multiple AT&T customer "care" specialists.  

I've so far filed a claim with USPS, and my next stop will be filing with the FCC and BBB.  

This is our first experience with AT&T, and will definitely be our last.  I'll also be sharing my story with friends, family, coworkers, and anyone who will listen.

Community Support


225.4K Messages

4 months ago

Hello @RAZimm05, thank you for contacting AT&T Community Forums. We'd like to get to the bottom of your trade in concerns.


We understand your situation, and we're not ready to part ways @RAZimm05. You've been through a lot, and we want to help change this experience for you and figure out where your trade-ins are.


Before we start, can you please confirm the below details for more clarification. 


For us to better understand what happened, let's start with few questions.

  • Did you trade in your device as a part of an upgrade promotion?
  • What new devices did you order with the trade-in?
  • Are you on any of our unlimited wireless plans as this is a requirement for most trade in discounts?

It'll be great if you can meet us in DM with this information, we've sent you one that you can respond to. (It's the chat icon next to the bell icon in the upper right corner of the Forums).


Feel free to reach out if you have any other questions.


Mike, AT&T Community specialist.


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