Need help understanding your bill?
eustes1's profile

New Member


2 Messages

Wednesday, March 8th, 2023 3:36 PM

ATT can't find any record of my trade-in

I inquired about when my bill credits would start for my new Galaxy S23. I had gone through the upgrade process in the app, ordered the phone, and used the included packaging and label to send in my trade-in when the new one arrived. I even have a picture of the return label. The agent is telling me he cannot find any record of a trade in or anything linked to the tracking number. What do i do at this point? I have no interest in paying $23/month for it since it should be free with bill credits and is the main reason i did the upgrade.


ACE - Expert


13.2K Messages

3 months ago

When you look up the tracking number, what does it show?

If it shows it was scanned in at USPS, you have evidence you did your part. File a BBB complaint and get escalated to someone who can help.

If not, you need to contact USPS and see if they can find it, perhaps in the post office somewhere. 




34 Messages

3 months ago

I was in a similar situation when I upgraded my wife's phone to an iPhone 14 last year. My suggestion is to file a complaint with the FCC and upload any evidence you have to support your claim (e.g., USPS drop off receipt, photo of shipping label). After having may discussions with ATT's online support and their trade-in department, filing an FCC complaint was the only way to get ATT to respond.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.