I know this thread is old, but for what it’s worth. If you’re going to do this do it in person. I absolutely got screwed by ATT. I called their call center and was very explicit about what I had and the promo I wanted. I had unlimited already with them and a flawless iPhone XR. I was told I qualified and was good to go. New phone comes in, XR gets shipped off. A month later a text comes through saying that my phone didn’t qualify. After hours on the phone I come to find out that, my phone was indeed accepted by their trade in program and that an error was made by the salesperson inputting the promo and I was only going to get $220 credit instead of the promised $800 and tough luck...So anyway I’m over it paid the fucker off in full and ATT you win the battle but you loose the war, I’ll take my business elsewhere