AT&T Community Forums

Trade in Credit applied then stopped. Customer Service not helpful!

Good evening,

Back in Feb, my wife and I upgraded our phones during the promotion in which you can trade in any phone in any condition and receive a certain amount towards a new Galaxy phone. So we opted to trade in some old Galaxy S7s we had laying around and go through the online trade-in process. When I did, I made sure to select "No" for all the trade-in prompts because both phones were damaged and I was unable to do anything with them except a factory reset. With this selected, I was still offered the maximum trade-in for the selected phones ($1,000 for mine and $800 for my wife's). Great news, right?

Fast forward to my Feb-Mar bill. I receive my two bill credits on each line. Presumably to catch up on the trade-ins and from this point forward I should only have one bill credit per line.

Now on my Mar-Apr bill, my line does not receive any bill credits but my wife's line receives hers. Ok, maybe some kind of error, but no big deal. Maybe it will get fixed on the next bill.

Apr-May bill, still no bill credit. I call customer service and explain the issue to the gentleman. After about 16 mins of going back and forth. What he and his "supervisor" want to tell me is that I had an issue with my trade-in. He beings to ask if my phone was damaged. I said yes, to which he says that's why my trade-in was not accepted. I explain to him that at that time we could trade in at any condition and receive the credit. He then basically says, that he recalls that but then wants to tell me that I left the "Activation Lock" on my phone. I told him that I did a factory reset on both phones, to which he says that a reset does not remove the activation lock.

I have several issues with this.

One, during the trade-in, I disclosed that the phones basically do not work because of the screens. So how would I disable a feature on the phone that I can not access?

Two, isn't it convenient that you can just raddle off multiple reasons as to why you are NOW not accepting the trade-in? No notice was given to me as to any issues with the trade-in until I called. As a matter of fact, when I check the trade-in status, it doesn't even show any issue.

Three, why would you start bill credits before inspecting the device for issues?

I have been with AT&T for almost 10 years and this is how you are going to treat a long-term customer. My next stop is to file a complaint with the FCC and/or BBB if we can not get this resolved. This is absolutely unacceptable.

Responses

ATTHelp

Community Support

•

221.4K Messages

4 months ago

Hello, AGorney, we're here to help determine if your S7 devices are still eligible for trade-in credits.

This is not the experience we want you to have, and we want to step in to help. Let's meet in a Direct Message on this together, so we check if the devices still meet the proper requirements, figure out why the credits stopped and work towards a solid resolution. 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 look forward to hearing back from you. Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

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