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Jcascio88's profile

New Member

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2 Messages

Wed, Sep 28, 2022 10:00 AM

AT&T upgrade problem

I have next up on my iPhone 12 Pro max and am currently eligible to upgrade and just turn my phone in. I have tried for the last week to upgrade to the iPhone 14 pro max but everytime I try it says  I have to pay off the remaining balance on my phone. I have gone to the store, I have called customer service, I have tried on the app and every time I try it still says pay off phone in order to upgrade. So what is the point of next up? Everyone I have talked to says everything looks good on our end but apparently it not. I have the option to add the sales tax to my next bill which customer service and the store says they can’t do. So why have it as an option? Then AT&T charged me $79 for proration fee for changing unlimited plans last month when in reality I’ve had the same plan for the last year and a half. It’s getting harder and harder to not hate this company. 

ACE - Sage

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102.1K Messages

2 months ago

Next up charges a $5 fee for the ability to upgrade early once your phone has been 50% paid off.

Have you been paying the $5 next up fee every month since you purchased your iPhone 12?  If you do not see the $5 fee on your bill, you have not been paying it and the only way to upgrade early is to pay off the iPhone 12. 

Is your phone paid off 50%?    If your phone is not 50% paid off, the minimum you would be required if you do have next up is a "pay to upgrade".

If you have not been paying the $5 next up fee and are 50% or more paid on your phone, you can Pay it off and trade in for $1000 off the 14 over 36 months as bill credits.  

There are other potential reasons for not being allowed to upgrade with installments.  If your account is currently overdue. Or if there have been repeated incidents of late payments over the past 6 months. 

New Member

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2 Messages

2 months ago

I’ve had the $5 fee every single month and I only owe $366 left on the phone so I’m well over the 50%. I can do my upgrade if I call them or go to a store, it’s just the app not allowing me. I did have to use a few payment arrangements but those were always taken care of. So I guess that’s it

ACE - Sage

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102.1K Messages

2 months ago

Yes if you've had a few payment arrangements as you put it, that is likely the issue. If you only owe $366 on your phone, paying it off in full and taking advantage of the trade-in deal would be the most financially beneficial. 

Next Up is now $6.  Next up is NOT financially beneficial to you.  If you had not engaged in next up you would have an extra $120 that you could have used to pay off the $366 balance on your iPhone 12. 

     

If you like to upgrade more often, apple has a 24-month financing with Apple credit card.  

Apple offers its every year program. And they offer lump sum trade in. 

Manufacturers are making an effort to offer attractive purchasing and trade in deals.  

ATTHelp

Community Support

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203.9K Messages

2 months ago

Hello, @Jcascio88! We want to help you upgrade to the iPhone 14 Pro Max!

 

Let's meet in a Direct Message to further discuss your upgrade options. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). In the meantime, please be sure you meet all the upgrade eligibility requirements.

 

We look forward to chatting with you soon!

 

Rachel, AT&T Community Specialist

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