AT&T Customer Warns Others About iPhone Trade-In Loophole: “Do Better, AT&T” September 2, 2024

A recent video by TikTok user Ashlyn Hanks (@ashlyn_hanks) has gained significant attention, with over 278,700 views, as she shares her frustration with AT&T over a surprising loophole in the iPhone trade-in program. Hanks, a long-time customer, alleges that AT&T failed to deliver on the promised trade-in value for her iPhone, leading her to warn us about the company’s practices. 

Trade-In Incident 

In the video, Hanks recounts how she upgraded from a 12 Pro Max to a 15 Pro Max, with AT&T offering her $700 for her old phone as part of a trade-in deal. Excited by the offer, she proceeded with the upgrade, believing it was a great deal. However, the following day, her father, also an AT&T customer, experienced issues with his phone, which suddenly stopped working. When he visited an AT&T store for assistance, he was allegedly turned away, with no one willing to help him fix the device. 

Frustrated by the lack of support, Hanks far eventually fixed his phone with the help of a T-Mobile employee, who n offered the family a deal to switch services. After this poor experience, the family decided to leave AT&T. 

Credit Confusion 

the situation took a turn when Hanks’ far called AT&T to clear out his bills, only to discover that the $700 trade-in credit was not a one-time offer. Instead, credit was to be spread out over three years as a monthly bill reduction. This crucial detail had not been communicated to Hanks at the time of the trade-in, leaving her feeling misled. 

Hanks visited an AT&T store to try and retrieve her old phone or get credit applied immediately, but she was told that her phone had already been shipped off, and credit could not be used unless she remained with AT&T for another three years. Feeling like she had been cheated, Hanks expressed her dissatisfaction in the video, calling out AT&T for its poor customer service. 

Fine Print 

According to AT&T’s Terms and Conditions, the company clearly states that trade-in credits may be applied as monthly bill reductions throughout the device’s installment plan. Additionally, once a phone is traded in, it cannot be returned to the customer. While this may be standard industry practice, lack of transparency during the trade-in process has left many customers, like Hanks, feeling frustrated and deceived. 

Public Reaction 

the video sparked a heated discussion in the comments section, with many users sharing similar experiences. Some pointed out that this practice is not unique to AT&T, with carriers like Verizon and T-Mobile also spreading trade-in credits over several years. Ors was surprised to learn about the fine print and expressed our concerns about the lack of clear communication from carriers. 

A Call for Change 

Hanks concluded her video by urging AT&T to improve its customer service and be more transparent about its trade-in policies. “Do better at AT&T,” she said. “If you’re not willing to help us and if phones are deciding to just stop working and you can’t help, what’s the point of you being around?” 

As her video continues to gain traction, it’s clear that many customers are dissatisfied with how trade-ins are handled by major carriers. The incident serves as a reminder to always read the fine print and ask detailed questions before agreeing to any deals.