New Member
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3 Messages
huge problems with AT&T trade-in program (phone was lost by AT&T or USPS and now the burden of proof is on me)
Hi everyone, I'm looking for some advice. For what it's worth, I am in CT, USA. Last year, I had been using an iPhone 12 mini with Tracfone as the service provider. In November 2022, I signed a service contract with AT&T, and purchased an iPhone 14. I initiated a trade in with the 12 mini. I received the box and label from AT&T, and gave it to the post office. For what it's worth, I have a photograph of their return label and I also have the original receipt from the post office (which obviously shows the same tracking number as their label).
After a week, I checked to see if the package had arrived at their warehouse. Initially, the tracking number on their label was showing some completely false information about an UNRELATED trade-in from September. When I say "unrelated", I mean completely unaffiliated with me, my account, or my devices. It must have been a recycled number or something, because it showed that the phone had been delivered in September. Again.... I started this whole process in November. This already had me really nervous. I spoke to a couple of representatives about this issue and they were somehow able to update the info to say that the device was in transit.
Come December, it became apparent that the 12 mini was either lost by the USPS or lost somewhere in their warehouse. The tracking was still showing that it was "in transit". I talked to probably a dozen different representatives and no one was able to help me. They just kept saying that I had to wait 3 months and then it would be automatically applied to my account. They admitted that it was THEIR problem and not mine at this point.
Over 3 months total have passed. I called today and escalated the situation to a manager who absolutely did not care. She implied that maybe I had sent them back an empty box or put a phone of lesser value in the box. I was shocked when she said this! They're now telling me that I need to provide the trade's IMEI, which I obviously don't have. No one knows where the phone is, I don't have the original packaging, Apple won't give me the number since it isn't connected to my account anymore, and Tracfone never even had the IMEI because the phones are activated with SIM numbers. How would it help them resolve this issue if they had the IMEI? The problem is that the phone apparently never arrived in the first place. I think they're requesting the number because they know I can't get it.
There's nothing in the AT&T contract which states that the burden of proof should be on me if the trade in is lost. The woman I spoke to eventually just started talking over me and when I asked to speak to someone else, she transferred me to the initial prompt on the normal customer service line. I'm wary to even call and waste another 90 minutes of my life speaking to these people. Unbelievable. Has anyone else dealt with this? What can I do? I'm going to file a complaint with the FCC right now.
Thanks for your time.
formerlyknownas
ACE - Sage
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110.8K Messages
7 months ago
AT&t has the burden as the shipper of dealing with the fact that your phone was lost. File a better Business bureau complaint online and do not lose the documentation you have proven you mailed your phone. The better Business bureau complaint gets forwarded back to AT&t upper management and someone will call you.
Just so you understand the trade-in does not go to AT&t they never saw it they never had it. Trade-in phones go through the postal service and a courier and go to hyla mobile in Tennessee. Hyla is a mobile recycler that takes all trade-in phones from all around the USA from service providers and manufacturers
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Marksveldt
New Member
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3 Messages
7 months ago
I filed a complaint with the FCC and BBB. Received a phone call and a resolution within 24 hours. It is incredibly frustrating to have a low-level "supervisor" hang up on you after being told repeatedly that there's absolutely nothing they can do. Maybe the call center folks should be retrained when it comes to these specific issues?
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ShouJr
New Member
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130 Messages
7 months ago
you probably sent back the device in the box that was sent to you with the new phone and that box is the BRE box that you use to return the NEW device in case you don't like within 14 days not the OLD one -
there should be another box called a tradein kit that you use for the old one..
the reason im saying this is because , maybe thats why they can't see it on the tradein system because the tradein warehouse is a different warehouse..
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HighFlt1988
New Member
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29 Messages
7 months ago
@ShouJr But in many cases, the shipping box you get your new phone is the same box they want you to use to send back your trade-in. That comes in the instructions you receive via email days later. In fact that happened to me when I ordered the Galaxy Watch Pro 5 to replace my original Galaxy watch. It went back in the box that my new watch came in--per Samsung's instructions. Made sure I took pics of the watch, serial numbers, box, etc.
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ShouJr
New Member
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130 Messages
7 months ago
@HighFlt1988 and you received the tradein credits?
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MicCheck
ACE - Expert
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13.3K Messages
7 months ago
That's the difference, it was a Samsung promotion. AT&T trade-ins require a separate kit because they are sent to be recycled rather than going back to an AT&T warehouse like returns are.
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HighFlt1988
New Member
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29 Messages
7 months ago
@ShouJr Mailed my old watch via Fedex (using the box that my new watch came in) to Tenn. I was given the credit--but like you--will have to keep my fingers crossed that it gets to destination. Took pics of everything before I packed it.
@MicCheck I was originally told that I was going to receive a so-called trade-in kit, but in actuality it was an email a few days later with email instructions and a shipping label. In those instructions, it said to use the same box that my new device was shipped it.
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formerlyknownas
ACE - Sage
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110.8K Messages
7 months ago
Exactly there is nothing they can do. First line representatives have no power to issue a $350, $800 or $1,000 credit. And they absolutely cannot possibly shoehorn 36 months of bill credits. They do not have the power to do that.
Something tells me they'd get fired if they tell you to file I better business bureau or FCC complaint.
That's what we're here for
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cohoman
Tutor
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35 Messages
7 months ago
I experienced the exact same issue as the OP with a recent trade in. ATT/USPS issued a recycled shipping number and now they can't track the shipment. I do have photos of the shipping label and USPS receipt proving I dropped off the phone at my local USPS office. I just filed a complaint on the FCC web site uploading pictures as proof. I hope ATT responds quickly and appropriately.
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ATTHelp
Community Support
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221.1K Messages
7 months ago
This is not the trade in experience we want you to have cohoman.
We know the frustrating this has caused, and we want to turn this trade in experience around for you. Let's meet in a Direct Message for further help so we can take a closer look at this together. Please check the message icon in the upper portion of the page and reply.
We look forward to assisting you.
Marilyn, AT&T Community Specialist
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