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selogue720's profile

New Member

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3 Messages

Tue, Sep 13, 2022 9:02 AM

Lack of Integrity

I brought an old device in and was told I would get the full amount trade in value ($1000) towards my new phone, I was not given any credit and after calling many times they have to adjust the bill each month.  Now they have a credit but it's not for the amount promised.  I was told my total bill would be $143.35 and it's now $205.  I am a single mom and work full time and don't have time to call customer service for another 3 hours each call.  This is upsetting as I have the conversation threads showing even multiple AT&T representatives stating my bill to be lower than the bill I'm receiving.   This is an ongoing issue.  Please help me and fix my bill to reflect the amount promised.  Your site says "we do what we say".  Please show integrity as a company.  Thank you. 

ACE - Sage

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102K Messages

3 months ago

The amount provided for trade in credit is published on AT&T website at the time and offer is made. A complete list of all of the phones that are eligible to trade in for full or partial credit is included .  Anyone can read it and see if their old phone has value. 

Did you read the list? 

Did you meet the other requirements? 

The iPhone trade in had to meet the $95 value for full credit. And oldest was iPhone X.  Anything older than the iPhone x or a lesser value was only good for the $350 credit. 

AT&T does not receive your trade in phone or evaluate it. Trade-in phones go to a third party in Tennessee called Hyla mobile. 

Sample, of what they published for the Samsung flip 4...

New Member

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3 Messages

3 months ago

That was never explained to me.  They looked at my account and told me I would get the credit and told me my bill would be a specific dollar amount.  That is very deceiving and I will contact my attorney and let them handle this because this is very wrong.  

sandblaster

ACE - Expert

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60.9K Messages

3 months ago

Don’t waste money on an attorney. Your account has nothing to do with getting a credit. You needed to trade in an eligible phone that met the minimum value. Nowhere do you say you ever identified the phone you were trading in or that any ATT rep specifically said the phone you were trading in met the requirements. In any event, rather than wasting money on an attorney, you should escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. That is your best chance at a resolution.

ACE - Sage

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102K Messages

3 months ago

An attny will charge you $300 or more per hour and will take as many hours as he needs to to make this worth his while.  

BBB or FCC is free, and results likely in a week or so. 

However, if the conditions as written online weren't met, AT&T has no reason to credit, other than goodwill. 

New Member

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3 Messages

3 months ago

I was told I traded a phone that met the requirements by the store manager and I contacted them today and they saw where it doesn't it even show where I traded a phone in on my account.  They also see that the amount of my bill is incorrect and doesn't show the 800 phone credit so they are going to call me tomorrow and hopefully adjust appropriately, based off what I was told today.  Thank you for all the info.

ACE - Sage

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102K Messages

3 months ago

was told I traded a phone that met the requirements by the store manager and I contacted them today and they saw where it doesn't it even show where I traded a phone in on my account.  They also see that the amount of my bill is incorrect and doesn't show the 800 phone credit so they are going to call me tomorrow and hopefully adjust appropriately,

Wow.  He is good at blowing smoke... And you bought it again?

And yet you say you are getting Bill credits they just aren't as much as expected. Did you check the list to see if your phone qualified for $800 or $350?

The $800 is given as $22.22 Bill credits over 36 months, not lump sum.  Retail locations are sales, they can request small credits but they certainly can't get you $800 lump sum. If you traded in your phone at that store, you should have received a receipt at the time you hand it over your phone.  If they didn't give you a receipt, then they did not follow proper procedure.

Your first post is indicating a $60 difference in your bill. (That's not covered by a $22.22 or $9.72credit for trade in) 

There would be a $30 or $35 one time upgrade fee . And there may be other charges which you have not mentioned, like insurance and Next Up $6, early upgrade opt in.  If you are being charged the upgrade fee, then this is the first bill after you're upgrade and Bill credits for your trade in take 3 months.   How long has it been since you upgraded your phone? 

  

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