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ebarcinas's profile

New Member

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1 Message

Wednesday, May 31st, 2023 1:00 AM

Worst Trade-In Promo Experience

Hello!, 

So back in February 2022, my boyfriend and I decided to leave our last service providers to come to AT&T since they were having a promo for up to $1,000 off of the new iPhone 13 Pro Max. I had the 11 Pro Max and got $1,000 off of the new iPhone 13 Pro Max (256 gb). My boyfriend had the iPhone X and got $800 off of the new iPhone 13 Pro max (512 gb). Not sure if the gb sizes matter, but I’m throwing in all extra information just in case. We physically went into the AT&T store and bought the new iPhone 13 Pro Max’s, as well as traded in our old iPhone X and iPhone 11 Pro Max. On top of purchasing the new iPhone 13’s, we also bought two new Apple Watch Series 7, both being 45 mm. There was some kind of promo for buying two Apple Watches at once, but I cannot exactly remember the correct promo it was for the time being. Both the iPhone X, and the iPhone 11 Pro Max were graded in store by a sales representative, and we were both handed our new phones in person. We left with the new iPhone 13 Pro Max’s in hand, as well as the new Apple Watches. Everything was fine on our billing, and we noticed the promo took affect immediately on our first billing cycle.

Fast forward to November of 2022. Due to some financial problems we were facing, our service got disconnected for two months. We were able to regain our same phone numbers for all devices, and restore our service with the same account. Nothing on the account changed. I didn’t notice right away when I was paying the phone bill, but it was noticeably a bit more expensive than it was when it first got disconnected. I just recently noticed that they never input the promos back on our account after we regained our service. I tried calling customer service, and a ticket was opened but then closed with no solution. I also messaged them on the AT&T app, and what I was asking about, the customer service rep didn’t seem to understand. So I called again and this time I had two tickets opened, which were both soon closed with no solution. My boyfriend just called them again today and they are pretty much saying they will not help us regain the promos back, since our service was completely disconnected. 

Is there anything that we can do? Because they have our old phones and we had the promo applied to our account, and the price we are paying right now for our bill is quite expensive and was not what we agreed upon due to our trade in. 

ACE - Sage

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118.1K Messages

1 year ago

Nope, nothing you can do. One of the conditions of any promotion is that you remain in good standing. Since your account was canceled you lost your promotions. 

A suspension for non-payment would not have forfeit promos, But would have delayed the credit for any month that you did not pay. 

Cancellation requires that you reapply for service with a credit check. Typically you would have been required to pay for all devices in order to restore service, which would have void the promotions anyway. 

If they didn't require you to pay off the phones and watches and restored your installment, at least you didn't have that full upfront payment to restore service. 

ACE - Sage

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118.1K Messages

1 year ago

You can always sell the watches which are unlocked by default. Use that money to pay off the watches and cancel the watch lines. That would reduce your bill considerably

Community Support

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232.7K Messages

1 year ago

We know how important it is for you to receive these promotional credits, @ebarcinas. We'll be happy to discuss this with you. 

What our ACE @formerlyknownas said before is correct, you wouldn't be able to continue either line's promotional credits. In order to receive monthly bill offer credits, your service will need to be active and in good standing through out the applicable agreement term.  

Please let us know if you have any other questions about this trade-in, or anything else regarding your service or account. We're here to help.

Dylan, AT&T Community Specialist

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