Not getting promos for online signup

Hi cluelessinsd, we understand how important it is to get the best offer available.

If your order could not be completed online, and we weren't able to add the promotions over the phone, then it likely means that they cannot be applied to your account.

We hope that clears things up for you. If you have any other questions, let us know.

Thank you for visiting the AT&T Community Forums.

Aminah, AT&T Community Specialist

Hi ATTHelp. Sorry but your answer is just not correct. I am still able to do the sign up online, and the promo codes are still valid and working. I have screenshots to prove that.

The problem is with the AT&T system doing the credit check. It keeps failing. And that's the reason I was asked to call and complete this on the phone. But the phone representative has a different system, and is unable to input the same valid promo codes.

Perhaps I will interpret this to mean that this is just a scam that AT&T is running? Promise some promos, then make it such that the customer is not able to complete the order online, then ask him to call, and then tell him that he is unable to use the promos on the phone?!

Thanks for providing more information, cluelessinsd.

If the promotion cannot be added online or over the phone, you can reach out after your service is set up, and we can look into crediting the account for the promotion that was offered.

Thanks again for reaching out.

Aminah, AT&T Community Specialist

Okay thanks, will contact customer service after the service is staeted.

Don't contact regular customer service unless you enjoy long hold times, not being able to understand the CSR, them not understanding your situation, getting passed around to different people and finally disconnected.

Instead, call 800-288-2020 and when prompted for the purpose of your call, say Cancel Service.  That will route you to the Loyalty/Retention dept people who are stateside and have the power to do things that regular CSRs don't.  Lose the scam idea, explain that you weren't allowed to order online because of your credit and you were told by ATTHelp on this forum to contact AT&T after service was established. 

Thank you tonydi, will try that.

Called. Several times. Disconnected after long holds. Or got reps that were clueless. Didn't want to waste any more time. Finally got someone that said I could get only one of the promos. They didn't care that I had a screenshot of the actual promos. And that it was their system that didn't work. And that they'd told me I would get the promos.

I just took what they offered. Will know better next time, not to believe what they say.

I'm literally shocked.  That dept has always been quick to get to and usually extremely helpful.  Some major changes must have been made to them since the last time I called back in April.  Very discouraging, they were were the last hope of reason and flexibility.

Thanks for sharing that information with us @cluelessinsd. We'd be happy to look into the status of your promo offer.