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saitanjavour's profile

Contributor

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3 Messages

Tuesday, October 24th, 2017 7:36 AM

Never got the ATT $650 credits towards iPhone 6 trade-in for new iPhone7

Hi, under the $650 credits promotion last year, I have paid off my iPhone 6 and traded it in for an iPhone 7. It's been more than a year and the $650 credit never kicked in. I'm still paying for the iPhone 7. I tried opening multiple cases with the customer support but never heard back from anyone. Every time I call, I get the same response that the case has been approved and I would get the credits from next billing cycle. But that has never happened.

 

In a nutshell, I completely paid off $750 for iPhone 6, returned the device to ATT and started paying for iPhone 7 again under ATT Next contract. Can someone please look into this issue and resolve this? 

ACE - Sage

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118.4K Messages

7 years ago

This is not ATT, it’s the community.   

If you aren’t getting credits, then we Might help you figure out why.

(Hit reply/quote and reply in bold type) 

 1. What model iPhone did you trade in? iPhone 6
2. Your purchased your iPhone 7 specifically on what date? (or order date)
3. You turned off Find My iPhone?
4. The turned in iPhone was definitely 100% paid off?
5. You purchased the new iPhone on Next?
6. Have you been late for any of your payments since you purchased?
7. You turned the old iPhone in at the AT&T store or in the mail?
8. What date did you turn in (or mail) the old iPhone?
9. Your receipt for turning it in said $0.00 for the trade in?
10. You removed the 4-digit passcode from the iPhone?
11. What condition was the turned in iPhone?

Contributor

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3 Messages

7 years ago

 1. What model iPhone did you trade in? iPhone 6

2. Your purchased your iPhone 7 specifically on what date? (or order date)

  • I ordered iPhone 7 on Sept 23, 2016 through att.com

3. You turned off Find My iPhone?

  • I was asked to turn off the Find My iPhone when I returned iPhone 6 at an ATT Store. 

4. The turned in iPhone was definitely 100% paid off?

  • Yes, before even ordering the iPhone 7, I paid off 100% on old iPhone.

5. You purchased the new iPhone on Next? 

  • Yes, the new iPhone was purchased under ATT Next 30. 

6. Have you been late for any of your payments since you purchased?

  • No, I was never late for any of the payments. 

7. You turned the old iPhone in at the AT&T store or in the mail? 

  • AT&T Store.

8. What date did you turn in (or mail) the old iPhone?

  • It was on Sept 28, 2016.

9. Your receipt for turning it in said $0.00 for the trade in?

  • I do not remember this information nor have the receipt now. 

10. You removed the 4-digit passcode from the iPhone?

  • Yes, I did.

11. What condition was the turned in iPhone?

  • Excellent Condition. The AT&T store representative thoroughly checked the phone before they took it in. 

ACE - Sage

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118.4K Messages

7 years ago

@saitanjavour   Thanks that helps.  Everything looks in line with the promotion.

Since you traded in at the store, you need to go back to them and ask where the heck your phone went.  They should have given you a receipt for the fall trade in promotion.   In fact you can get copies of all receipts for transactions with them.   Within a week or 2, ATT should have let you know they had the phone and sent a generic reply it was worth $150 or so.  The fall trade in promotion code triggers the full credit for $650 a few weeks later.  

    I suspect the store dropped the ball.  

You can also reach ATT advanced Support by message through the forum here @ATTCares

Please let us know how it progresses.  I’m curious what the store did with the phone.  

Dont give up!

Contributor

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3 Messages

7 years ago

@lizdance40 Thank you so much for the suggestion. I will follow up with the store and also reach out to ATTCaresto see if they can resolve the issue. ALso, I will update this community about the progress. 

 

 

 

 

New Member

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5 Messages

3 years ago

I have the same problem.  It seems to be a serious problem with AT&T not giving out the credits.  Taking your old phone and nothing! If they are not going to give the credits then they should give the old phone back.  At least you could sell if on your own and get some money for it.  But of course, they are not going to give you your old phone back.  I did find out that "my credit has been going to another account/line"! So now I have to wait and see if I will get the credits on the next billing cycle.

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