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3 Messages

Friday, June 4th, 2021 9:01 PM

Promotional Credit not applied

I have been going back and forth between ATT trade in and Customer care for the past four months.  I traded my old phone and was sent in to the wrong facility. Contacted them and was given a case to forward my trade in phone to the correct facility in Tennessee. After few months, I again contacted both to give me update as to why the credits haven't been applied to my billing. I was told and guaranteed that I should see the changes in my billing on the first week of June. Contacted them just now, and I was told that I'm not qualified to get the credits due to my plan is not Unlimited. Told the person I spoke to that, this is news to me and that there was never a time during my contacts did they mentioned this.  The lady (from ATT Loyalty Award?) I spoke to recommended to create another case for me but would require me to update my plan but there's a catch:  she cannot guarantee that ATT will accept this term. I asked the lady that what's the point of upgrading my plan the case if there's no certainties at all.  I ask if I could just get a credit for the old phone itself,  she tried to get answers from ATT trade in but did not get clarity about this option.  I asked to create a case to get at least something for the old's phone' value... she said again that there's no assurance that they will fulfill this request.  Since I have no other option, I agreed to take the chance....

Now, I don't know what else to expect from ATT, I felt that I didn't get help at all and left in limbo.. Not a happy camper.

Any ideas where else I should be contacting to get assistance? 

Accepted Solution

Official Solution

ACE - Sage


107.5K Messages

2 years ago

It's unlikely changing plans now will get you the credits.  

These deals aren't to save you money.  They are so AT&T can make a profit by moving you on to a more expensive and newer plan. If you don't want to change plans, then stay put and pay for the phone. 

Former Employee


1.9K Messages

2 years ago

You have to be on an eligible unlimited plan for the promotion. The requirements are clearly posted on their website for everyone to read. If you do not meet the requirements you have voided the promotion. 

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