I signed up for the expensive program. I followed the instructions in the box with the new phone to disable "find my" and reset to factory configuration. I shipped it within 30 days. A month after shipping it I didn't see anything on my monthly statement, so I called customer support. They couldn't find anything, but said it can take 3 months to show up on the statement. I call 2 months later and they go through the requirements with me - they agreed I followed them. They called the warehouse to find my phone. That wasn't easy, and there wasn't any reasonable reason for no credit. I gave up. Now I'm still paying.
Yes, it's 36 payments. Initially the monthly payments are at the non-trade in rate. Once the trade-in is processed they were supposed to credit me for the difference on the initial payments, and the remaining payments would be at the reduced rate. That didn't happen.
The installment rate on the bill never changes. What you will see is an offsetting credit on the same monthly bill, which effectively lowers the rate. For example, if your monthly installment (pre-credit) is $40 a month, that never changes on the bill. What you’ll also see is a separate line item credit for whatever your monthly credit is.
File a BBB complaint to get it escalated to upper management. Have your tracking number or other proof that you mailed it handy.
You're reiteration of how the trade-in works wasn't exactly very detailed. I don't get the feeling you ever read how the promotion works certainly didn't know how it works if you were coming back after only a month looking for your credit.
It's not terribly uncommon for customers to have issues with promotions. Usually, they come down to not meeting a qualification or sending the phone to the wrong place. Of course, sometimes, AT&T, USPS, or the recycler do jack things all up.
For it to happen two upgrades in a row, you're either terribly unlucky or doing something wrong.
formerlyknownas
ACE - Sage
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113.3K Messages
2 months ago
Did you read the promotion? Do you understand all of your requirements to get the deal?
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gla5flugel
4 Messages
2 months ago
I signed up for the expensive program. I followed the instructions in the box with the new phone to disable "find my" and reset to factory configuration. I shipped it within 30 days. A month after shipping it I didn't see anything on my monthly statement, so I called customer support. They couldn't find anything, but said it can take 3 months to show up on the statement. I call 2 months later and they go through the requirements with me - they agreed I followed them. They called the warehouse to find my phone. That wasn't easy, and there wasn't any reasonable reason for no credit. I gave up. Now I'm still paying.
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
2 months ago
It's not a lump sum it's credits over 36 months
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gla5flugel
4 Messages
2 months ago
Yes, it's 36 payments. Initially the monthly payments are at the non-trade in rate. Once the trade-in is processed they were supposed to credit me for the difference on the initial payments, and the remaining payments would be at the reduced rate. That didn't happen.
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dwill05
ACE - Master
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9.1K Messages
2 months ago
The installment rate on the bill never changes. What you will see is an offsetting credit on the same monthly bill, which effectively lowers the rate. For example, if your monthly installment (pre-credit) is $40 a month, that never changes on the bill. What you’ll also see is a separate line item credit for whatever your monthly credit is.
File a BBB complaint to get it escalated to upper management. Have your tracking number or other proof that you mailed it handy.
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formerlyknownas
ACE - Sage
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113.3K Messages
2 months ago
@gla5flugel
You're reiteration of how the trade-in works wasn't exactly very detailed. I don't get the feeling you ever read how the promotion works certainly didn't know how it works if you were coming back after only a month looking for your credit.
Here is samples of the fine print on past offers:
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gla5flugel
4 Messages
2 months ago
It's been way longer than 3 months now - still no credits. I guess I'm the only one that's seen this problem
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MicCheck
ACE - Expert
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13.7K Messages
2 months ago
It's not terribly uncommon for customers to have issues with promotions. Usually, they come down to not meeting a qualification or sending the phone to the wrong place. Of course, sometimes, AT&T, USPS, or the recycler do jack things all up.
For it to happen two upgrades in a row, you're either terribly unlucky or doing something wrong.
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