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ceeekaay's profile

5 Messages

Friday, September 22nd, 2023 8:29 PM

Did not receive $150 AT&T Fiber Reward Card

I signed up for AT&T Fiber 1Gig service in early August and it was installed within a couple days. With my order came a $150 reward card for signing up online. I have screenshots and pdf's of the order showing the promotion successfully applied. As the technician was installing the fiber line, an AT&T rep came to my house and confirmed all of the promotions, including this $150 reward card. It has been now 7 weeks since service began (the terms state "please allow up to 6 weeks from the time you activate your qualifying service"), and I have not received any communication about the reward card.

This morning, I called the both the reward center and customer support lines, and no one could help. I was transferred between four representatives over the course of an hour and a half. I have now read multiple threads both here and on Reddit where customers have experienced the same issue. Has anyone been able to successfully receive the promised reward card? I do not want to believe AT&T is giving customers the runaround, or, worse, participating in false advertising.

Anyone have tips for resolving this issue? Can someone from AT&T help? Perhaps @ATTHelp 

ACE - Professor

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5.5K Messages

2 months ago

5 Messages

2 months ago

Appreciate you trying to help @browndk26, but I have already checked the reward center site (several times). The $150 reward card is not shown under my available rewards.

Community Support

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224.9K Messages

2 months ago

Hey there @ceeekaay,

We understand where you're coming from, let's point you at the right direction.

 

You’ll get a reward letter with a claim number, within 4 weeks of installing an eligible service. You can claim your reward before the deadline, go to the Reward Center and Claim your rewards by following these steps: 

  1. Enter the claim number or AT&T account number and ZIP Code.
  2. Select Go to see your rewards.
  3. Choose Claim it now.
  4. Confirm and accept the Terms & Conditions, then select Continue.
  5. Enter an email address or a phone number so we can keep you posted on your reward status.

Note: To redeem your reward, you must claim it within 75 days from the date on your notification and keep your service active.

 

You can also call: 800.288.9983 for queries and issues related to rewards.
They're available from 7a.m. to 7 p.m. (CST), Monday through Friday. 

 

Let us know how it goes. Please feel free to reach out to us for further assistance.

 

Ben, AT&T Community Forums Specialist

 

5 Messages

2 months ago

Hi Ben from @ATTHelp, thank you for your comment, but I have already done all those things (as explained in my original post and comment to browndk26). At this point, I need my issue escalated.

The reward was confirmed when I submitted my 1Gig Fiber order and when I spoke with an AT&T rep during installation. I have screenshots of the promotion/terms and a pdf of my order. It has been 7 weeks since my installation. Are you able to Direct Message me so we can resolve this problem? Thanks.

5 Messages

2 months ago

I would like @ATTHelp to provide additional support in order to get me the reward card that I am owed. Customers should not need to go to these lengths to receive what was promised to them. It seems this is an ongoing problem for new customers, which is very disappointing.

Community Support

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224.9K Messages

2 months ago

Hi @ceeekaay, we understand you, and here to help!

 

Please call our dedicated line for reward center at 800.288.9983. 


They're available from 7a.m. to 7 p.m. (CST), Monday through Friday. 

 

Hope this helps!

 

Sara, AT&T Community Specialist

5 Messages

2 months ago

@ATTHelp I have already spoken with multiple reps at that number, and no one can help. Are you able to Direct Message me to address my issue and get this resolved?

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