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nextmilenium's profile

New Member


4 Messages

Tuesday, May 30th, 2023 8:59 PM

Trade in phone was attached to a wrong phone number!


I recently upgraded one of my line using the trade in program. Instead of mailing in my old phone, I took it in to the AT&T corporate store so they can inspect it and mail it in for me. Didn't want to take a chance of the phone getting lost or damaged in the transit. Store employee inspected my phone and gave me a receipt.

I thought everything is good until I received an email from AT&T the other day saying I need to send in my trade in phone to get the $700 credit. Upon carefully looking at the invoice, I noticed the phone number written on it is 123-111-2222 (example). But the phone number I upgraded was 321-222-1111. So, the store employee applied my trade in to a different number in my account.

I called numerous customer service reps, trade in program reps, and even customer loyalty reps and nobody can fix this! All they are telling me is just wait.

When I click on the status of my trade in, it obviously says it's started but is waiting for the actual phone!

Now I'm at risk of losing my $700 trade in credit because the store employee applied my trade in phone to the wrong number and AT&T can't fix it.

How do I fix this to make sure I get the trade in credit?!

New Member


7 Messages

1 year ago

Hello, I can provide you with some guidance on how to address this situation with AT&T: Document all communication: Make sure to keep records of all the conversations you've had with AT&T representatives, including dates, times, and the names of the individuals you spoke with. This documentation will be useful if you need to escalate the issue later.

Visit the AT&T corporate store: Since you initially took your trade-in phone to a corporate store, it may be helpful to visit the store in person. Speak to a manager or a higher-level employee who may have more authority or resources to resolve the issue. Explain the situation and provide them with any supporting documentation, such as the receipt you received from the store employee.

Contact AT&T customer support: Reach out to AT&T's customer support again, but this time, specifically request to speak with a supervisor or someone in a higher-level position who can address your concern. Explain the situation calmly and provide them with the details and documentation you've gathered. They may be able to escalate the issue and find a resolution.


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