4 Messages
iPhone 14 Pro Max Trade In Offer NOT APPLIED
Back in July I completely changed carriers from TMobile to ATT. At the time I signed up, there was a Trade-In Promotion. My husband and I both had the Samsung S21+ 5G phones. We were going to trade in the phones, upgrade to iPhone 14 Pro Max and get an 800 dollar credit applied to our phone lines bringing the $33+change dollar monthly payments down to $13 dollars a month.
I have called multiple times now. Customer Service is supposedly escalating the request.
- 1st call: I called the Customer Service Team. They don't have the resources to see what happened to my incentive.
- Transfer: CS transfers me to the Incentive Team. Incentive Team tells me that the Customer Service Team needs to escalate a request to have the "S23" promotion applied to my two phone purchases (which were purchased in store).
- Transfer 2: Customer Service says that they escalated the request.
- I hear nothing for over 3 weeks.
- 2nd Call: I call Customer Service AGAIN. After explaining the above and getting placed on hold 3 times while she looks into the notes on the case. I suggest she call the Incentive Department and they all talk it out to how to proceed in this case. This time the Customer Service Agent PUTS ME ON MUTE (no transfer music) for 1hr and 20min, and she never comes back on the line. I guess she didn't want to talk to the Incentive Team and help me resolve my issue.
Who can I call directly to get this worked out??? I would have never changed services if I knew that my trade ins weren't going to be honored. Worst Part, a third line that I upgraded to the iPhone 14 ProMax is reflecting the promotion. Just not on the first two phones that I ordered in-store. ATT can easily reference the 3rd line that has the promotion already applied to mirror to the other two lines.
formerlyknownas
ACE - Sage
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113.5K Messages
3 months ago
Just to clarify, you transferred three lines from T-Mobile, traded in three phones on new phone purchases?
Trade-ins processed within 30 days of your switching to AT&T would take approximately 90 days to show in your account which would be sometime in October. I would say that one trade-in has been processed unusually early.
How did you process the trade in?
If you processed in store you should have a receipt which proves your trade in met the minimum value. Do you still have that receipt? Without it you cannot prove you traded in a phone.
If you processed by mail, do you have a counter receipt or tracking information proving that you traded in a phone?
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chavez5211283
4 Messages
3 months ago
I double checked the date of enrollment. I transferred my service from TMobile to ATT in April 2023. It is now September 2023 so enough time has passed for the discount to be processed and added to the account. Also, I did speak with the Incentive Team who confirmed that all three phones were received, however they indicate that the first 2 phones did not have the Trade-In Offer Code applied to the purchase, the received phones were only processed for the phone value ($150 dollars rather than the $700 dollar trade in offer) although this enrollment was completed in-store. On top of that, even though I purchased the phones in-store, the trade-in and phone receipt was all done via Mail. ATT Shipped me my new phones. Then ATT shipped me boxes for all 3 phones, I shipped all 3 phones back.
I hope this helps to clarify. HELP!
Erica
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Ruddy64
New Member
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116 Messages
3 months ago
You should file a complaint with BBB. Make sure you have all the proof/paperwork that is needed to to prove that you did everything you were required on your side.
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ATTHelp
Community Support
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225.6K Messages
3 months ago
Hi there, we understand your situation, and we want to help you get this sorted out.
We'll reach out to you over DM to take this case into a private setting to assist you better. (for your reference, it's the bell icon on the top right-hand corner of the forums) please look out for a DM notification from us.
Looking forward to speaking with you!
Andrew, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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113.5K Messages
3 months ago
Huge difference between spring and steaming hot summer.
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ATTHelp
Community Support
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225.6K Messages
3 months ago
Hi Erica,
We're happy to help. Please let me know a good time to contact you. I'm available M-F from 8am PST to 2pm PST. My appointments book up fast so please let me know as soon as possible.
Thank you,
Laura S.
AT&T Business Social Media
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chavez5211283
4 Messages
3 months ago
Hello Laura,
I have nothing on my schedule calls today. Please call me today at anytime today, 9/22.
Thank you,
Erica Chavez
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stacyboat
3 Messages
1 month ago
I got an upgrade in July 2023 when there was a promotion for the iPhone 14 pro max. I was suppose to get $1000 off with eligible trade in. I traded in my iPhone 13 Pro. After all the incentives were applied I did not get what I was told I would get the $1000. Only can message customer service and it did not answer my questions. I want to know why I did not get what was advertised and what I was told at the store when I did the upgrade. I will eventually move back to Verizon as soon as possible.
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chavez5211283
4 Messages
1 month ago
@stacyboat, I hear you. Laura from ATT above told me to call Business Customer Service. She wasn't prepared to help me, just redirect me. This entire situation has been disappointing. Shame on you ATT! Honor your promotions!
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stacyboat
3 Messages
1 month ago
@chavez5211283 , I am very disappointed with ATT.
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