I had purchased & activated 2 phones from AT&T last year. The National In-Home Agent who walked into my new home unsolicited and sold me these lines promising me big fat trade-in discounts, messed up big time the trade-in details. He entered the wrong phone numbers in the system. Instead of entering the new AT&T phone numbers, to which credits needed to be applied, he entered my old T-Mobile number for both the accounts!
So when I took my old phones to the AT&T store for trade-in they couldn't locate any trade-in requests for our new phone lines (obviously). They asked me to reach out to the agent who sold me these lines and created the trade-in requests.
I did that, told the agent that retail store couldn't see the trade-in requests he created. To which he said, "I am not a store. I work at the Corporate. Retail stores cannot see what I see or can do".
He then asked me to wait for the return boxes. I waited. Nothing came in the mail. There was a 30-day deadline to return the phones. I kept calling & chatting with him asking him for the boxes. He asked me to wait for the labels. Finally almost 3 months later I received the return labels from the trade-in dept. I shipped both the phones the very same day.
On https://tradein.att.com/trade-in-status I could see that both phones were received by AT&T and status was "Trade Completed and Payment Sent/Promotion Applied".
Long story short. I am out 2 phones, and I received ZERO credit for these phones. It has been 9 months now. I was promised $800+$800=$1600 for both these lines. I lost all of those credit PLUS 2 of my phones (Samsung S9s). All because I was past the 30-day deadline to return the phones.
I have interacted with maybe 15+ AT&T guys, from various depts: Trade-in, Tech Support, Billing and what not. To everyone I mentioned I have the entire chat history with this In-Home Agent in pdf format and I can share it with anyone who wanted to take a look at it and see really happened here. I did take the phones to the AT&T retail store for trade-in but they wouldn't accept them coz they couldn't see any trade-in requests. Besides, it was In-Home agent who delayed sending me the labels/boxes.
Everyone understood the situation, that it was the AT&T In-Home Agent who dropped the ball, but not a single person was decent enough to honor the trade-in credits. One of the techs even mentioned that since I was chatting with this agent on his local number, that's not even considered as interacting with AT&T !!! I was chatting with him ONLY because none of the other customer service folks (in store or on phone) could see the trade-in request this guy created.
At this point, I don't know what else to do. I have been talking to my company's attorney. I have the In-Home Agent's name, attuid, phone number and office address. What (Edited per community guidelines) me off is that I was an AT&T employee for 13 years and then a contractor for another 2 more years.
Forget the trade-in credits, is it even legal for AT&T to keep my phones without paying me anything towards that?