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ALS2019's profile

New Member

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2 Messages

Thu, Jul 28, 2022 6:55 PM

Issue with Trade-in billing

On January 30st, 2021, I took advantage of a promotion to get a new Samsung S20 FE for my wife with a Trade-in up to $700 (which was the value for the Samsung S10 I was trading in, and I have the device trade-in receipt), so basically, upgrading her phone at no cost as they explained to me at the AT&T store on 6916 Biscayne Blvd, Miami. Unfortunately, (I was not really following my wife's account until recently), the trade-in value (even though processed by AT&T, as they printed for me at the store) was not applied by the billing department who on the other hand applied a promotion of -$13.24/ months on 30 installments vs. a $23.24 installment for the new phone. So to date, I have been paying $10/ month so $180 I shouldn't have paid and if i want to pay off my phone, it cost me $279 !!! So instead of upgrade at no cost, it would cost me almost $460 !!! I ask you to correct this and refund me $180. And allow me to have the phone paid off at no cost as it should had been since the beginning.  

Contributor

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5 Messages

2 m مضت

I think I saw a trade in promotion last year where you could get up to $700 off on your new device when you trade in a fully paid off device in good condition (no scratches, cracks) if the old device had a trade in value of $95. In case that the old device conditions were not so good, or final trade in value for that specific device was $35, you could get like $400 off ($400/30mo equals $13.34/mo) that could be your case.

I would recommend you to reach an AT&T specialist to check/confirm this information and check what kind of promotion was available at the time of purchase. 

ACE - Sage

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100.2K Messages

2 m مضت

@ALS2019

It does sound like the S10 didn't value over $95. What does the trade in receipt say?  Not that it matters as HYLA mobile does the evaluations and have final say.

and if i want to pay off my phone, it cost me $279 !!! 

Correct.  That's the balance of your installment.  Read the bill.   

After 19 months, with 11  months left on a $700 phone payment, approximately $256 left.

   Paying off online on your own will not terminate the credits you've been getting. If you upgrade the line with AT&T, credits will stop. 

ATTHelp

Community Support

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200.3K Messages

2 m مضت

Hello, @ALS2019! Let's look into the installment agreement value! 

 

Based on the information you have provided, let's meet in a Direct Message to investigate what happened with the trade in value of the device. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

We understand you have the device trade in receipt, but you should have also received correspondence from the trade in department on the value of the device sent in. You can also contact the trade in department at 1-888-445-6005 to speak with someone regarding the trade in value.

 

Look forward to chatting with you soon.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

New Member

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2 Messages

2 m مضت

@formerlyknownas value of the S10 on the Trade-in receipt is $195, so promotion for $700 applies ...

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