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D_C_B's profile

New Member

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4 Messages

Monday, November 21st, 2022 7:55 PM

ATT Home Rep Didn’t Turn In Phones

     We started a new contract in 1/22 with ATT for 5 lines. We turned in our phones to the customer service rep and were told we would receive $800 for each phone and would receive a gift card for starting a new plan with ATT. 
     We still have not received credit for our phones that would go towards the five lines on our phone monthly installment plan and also our gift cards.
     I have contacted the rep many, many times and he would answer for the first couple months. He would say he is working on the phones being turned in and the bill would reflect after three months. Now it is around 10 months later and we  are still trying to get this situation straightened out. 

     We just want what we were supposed to receive for starting a new plan with ATT. We don’t understand how it could be that difficult  for the rep to turn in our traded in phones to the proper channels and for us to receive a gift card that we were told we would receive for starting a new plan.

     Our bill is much higher than it should be since the bill does not reflect the credit for the trade in phones. We did not want to file a police report and turn in a complaint to the Better Business Bureau but there seems to be no choice since we are constantly ignored by the rep.

MicCheck

ACE - Expert

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12.7K Messages

3 months ago

There's nothing wrong with filing a BBB complaint. All that does is get forwarded to AT&T's office of the president, who will contact you. That's probably the only group that will be able to help, anyway. 

New Member

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4 Messages

3 months ago

I just do not understand how difficult the process has been made so far. All the service rep had to do was take the 5 devices we gave him and turn them into the proper department. 

ATTHelp

Community Support

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207.6K Messages

3 months ago

Hello, @D_C_B. Thank you for making us aware of this situation. We regret to hear you have had this experience, this is not what we want for our customers. We would like to speak with you in private. Please click the message icon in the upper right corner and reply. 

 

We look forward to hearing from you.

 

TT, AT&T Community Specialist

New Member

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4 Messages

2 months ago

Yes, I can send you that. Do you want it in a private conversation or here?

New Member

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4 Messages

2 months ago

I will have an update to post soon as the matter has still not been resolved about having major issues with the above stated problems. 

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