New Member
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5 Messages
Very Frustrated ... I need to go higher up the ATT food chain.. how??
i traded in two verizon iphones for a trade in promotion in early 2021.
I haven't gotten credit for them... just charged the full rate of $2,000 for both att iphones.
i've emailed plenty of people and been bounced around.
i've also had my fair share of hour long wait times on phone calls that prove fruitless.
i finally had a supervisor email me but when I replied (twice now) I haven't heard back and its been 30 days.
i read in one post in a forum such as this that a complaint to the BBB or FCC should get my situation kicked up to a higher department. Is anyone familiar with this strategy?
Thank you
Eric
Accepted Solution
sandblaster
ACE - Expert
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64.7K Messages
2 years ago
@JefferMC The OP said they were “charged the full rate”, not that they paid up front. That “full rate” could be what the installment plan shows, which it would.
@erichenderson Yes, an FCC or BBB complaint will result in someone from ATT’s Office of the President contacting you. That is as high in the food chain as possible.
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JefferMC
ACE - Expert
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33.5K Messages
2 years ago
The terms of the iPhone trade-in promotion require that you set up an installment plan to pay for your iPhone over a multi-year period. The trade-in would provide offsetting credits over the term of the installment plan. If you paid "$2,000" up-front, then you didn't have an installment plan, and you were not eligible for a trade-in promotion.
There are other requirements as well...
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erichenderson
New Member
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5 Messages
2 years ago
Thanks for the reply JefferMC
I definitely was set up for the installment plan.
ATT is saying they didn't receive my trade in phones and I have tracking info on both.
So as far as their billing department is concerned, I am sure that after a certain number of months and no trade in phone being credited to my account they bill for the entire amount.
It seems my resolution sits with the trade in department taking the time to track down both of my verizon iphone trade ins. But I'm getting no real help.
Is there a strategy to get noticed? How do I get noticed by someone higher than the people who I've been interacting with (and who dont reply after two emails and 30 days?
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JefferMC
ACE - Expert
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33.5K Messages
2 years ago
Then, as @sandblaster says, your escalation path is to file a complaint with the BBB or the FCC. Either way, it will be handed over to AT&T and the Executive Escalation team should contact you to resolve your issue.
No, if you didn't provide the trade in, they'll just continue to bill you each month to pay for the whole thing (well, if you stopped service it would all be due).
(edited)
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sandblaster
ACE - Expert
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64.7K Messages
2 years ago
No, they won’t. Your installment plan will just continue until complete, there just won’t be any credits.
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