Elizabeth B.

I had zero problems till this situation.
Promotion: turn in any android in any condition for the new s22 for free.
The salesperson over the phone stated they wld send the new free phone to me, and include the mailing stickers to return my old phone. However, the stickers were not included, so I had to call to request some to send my old phone (the customer service knew exactly what label to send me, so there is no excuse)
You wld think they knew what they were doing...nope.
I get the labels and the salesperson reassured me I was still in the time frame to get credit for the free new phone.
I proceeded to mail in my old phone to get my new phone for free.
Several months later I noticed my bill was wrong and I still wasnt receiving credit for the phone (they tell you it can take 3 months or more for it to show). According to the salesperson I spoke to, AT&T/the 1st person sent me return labels for the new phone instead of the old phone! The box with my old phone then went to the new phone warehouse, and nobody raised any flags or contacted me.
Now I'm stuck paying installment plans for a new phone when it should have been free!
The customer service stated without proof from emails or a store of them stating the deal I was getting, I am stuck paying the new installments (I did everything over the phone), so I get no credit for turning in my old phone that was paid off.
I've been a customer for over 4 years, and this is how they treat me. I wld not have traded my paid off note 9 for nothing, especially for the s22 if it wasnt for free.
The 1st 2 salespeople I spoke to said they had no record of a tracking number or even receiving my old phone, until I found proof, then the 3rd person stated they located it but it went to the wrong place and they cant do anything. Sketchy.
I found multiple reviews stating the same thing happen to others.
Do your research! Double check everything. Go to a store if you upgrade or trade in. AT&T doesnt know what they are doing.