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vamphonephong's profile

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7 Messages

Thursday, December 28th, 2017 10:15 PM

AT&T - Con Artist that don't honor BOGO iPhone 7 deals

The jouney that I've gone through regarding this BOGO deal spans five months.

 

When I first called in to AT&T, I was going to cancel my service and swith to Sprint. I had already gone to the Sprint store and they offered me some good deals that I did not want to pass up. However, being a reasonable person, I decided that I needed to weigh my options and check which service was actually cheaper for myself and my family. Ultimately, Sprint was a better deal. On July 28th, 2017, I called AT&T to cancel my service and spoke with a kind lady. She told me about the BOGO iPhone 7 deal that was going on at the time. I had to upgrade one line (buy one), and open up a new line under my account (get one) and also had to have DIRECTV. I told her that my AT&T account billing was at my parents' house because all my bills go there and a friend who was renting a room at our house is paying for DIRECTV. She explained that is fine, as long as I change my AT&T billing address to the same address as the address that has DIRECTV. Ok, cool. I had to thinkn about it so I told her that I would call back a few days later to think about the options that I had in front of me. After the call, I received a post-call email:

 

Thank you for allowing me to assist you today. As discussed you will receive a $25 refund for the update fee on the line and a waived activate fee if you add. We also are offering $100 off the upgrades phone the free iphone would be the added line. Free priority shipping and a free case with each device and you now have 20GB of data for the cost of the 15GB plan. Just update your address to match the address on the Directv account to get the free phone and can be viewed on your phone at http://www.att.com/myattapp.

It was a pretty sweet deal, so I called AT&T Loyalty department back to move forward. I asked the new rep about the DIRECTV account being under my roommate's name and not mine and if I would still receive the credits if the addresses match. He assured me that I would after 2-3 billing cycles and I shouldn't have any problems at all and if I did, call them back. After about an hour, the rep placed my orders for the two phones and the free cases. There were shipping issues because I wanted the phones shipped to my old billing address (I had switch my billing to my actual home address at this point), but that's besides the point I'm trying to make.

 

My father and sister are under my account as well and they also wanted new phones. I called Loyalty department back and placed the same orders. They also offered free cases, so I went along with it. Same procedure here - reaffirmed that given the DirecTV and AT&T account are under different names, same billing address, I would still get the credit. Rep again offers reassurance that the credits will kick in after 2-3 billing cycles. Shipping issues again, but all that is later resolved.

 

When the 3rd billing cycle came, I saw that the credits were not there. I called and the rep filed a claim for me. When I called the Loyalty department the next week to check the status of it, they told me that the rep who filed the claim filed it under the wrong department, so the claim was denied. (AT&T has a real bad habit of not informing their customers of the progress of anything. Thanks for keeping me in the dark...) Speaking with the Loyalty rep, she sees that I have one eligible installment that should be credited monthly. Wrong! I placed two orders under the BOGO promotion. I paid off one of the buy one lines a month after I had placed it. My account was screwed up at this point. The rep couldn't even correlate which line is old and which line is new. It's in my bill -- apparently they have another system that tracks this stuff and me paying off one of my buy one installments called their system to fail integrity. After speaking with the rep, she told me she would pass the information onto her supervisor and the supervisor would contact me if they had any questions. They never did, so I assumed things went smoothly.

 

Boy was I wrong to trust that they pushed the case forward. I waited until the next billing cycle (today) and noticed that I'm still being charged for the installment plans for the two "get one" lines. I call Loyalty department again and this time, it's a different story. A straight shutdown in my case. They flipped the script and told me that I'm not eligible and that my case is invalid. The rep got all my information down, I explained to her what happened. She told me after our pleasant conversation that she would bring all this information to her supervisor and he would file an ICU case for me. She gets back to me and tells me that since the account holders for the DIRECTV and AT&T services are different, the case would be invalid and they can't push the case to ICU. At least push it to them and have them take a deep dive before telling me no, firewalling me from getting my case through.

 

To recap: The Loyalty department offered me this **bleep** deal to retain me as a customer. Several reps have told me that I will be elegible. I take the bait - twice. After 3-4 months, no credits. I call the Loyalty department again and they turn around and tell me that the deal they were hardselling to me is now invalid. Don't offer a deal if you can't honor it.

 

Buyers beware - if you want to cancel your service, cancel your service. Don't allow this department to lie to you. You'll end up like me and have to pay a high price for it.

[Edited due to word filter avoidance.]

Tutor

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7 Messages

6 years ago

@lizdance40 - thanks for that link. Information as thorough as that is so hard to find. The offer detail page doesn’t even link to it.

 

There is a bullet point here that looks to be in my favor, so I’m still hopeful:

 

Consumers - Wireless and DIRECTV or U-verse billing addresses must match, or wireless billing and DIRECTV or U-verse service addresses must match. Learn how to update your billing address.

ACE - Sage

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118.2K Messages

6 years ago

@vamphonephong  Maybe....  If ATT is interpreting it literally, not so much 

You aren’t paying for TV services, your tenant is.  A landlord who pays for the services is passing on the charges to his tenants, so all are paying for it.  The wording was so that spouses needn’t change ownership to get the deal.  But who knows with ATT.

 

Tutor

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5 Messages

6 years ago

My account was offering me a special- buy one get one iPhone 7 apparently after it expired. Even tho the advertisement didn't have an expiration date. It said limited time offer (still have screen shot).. So I ordered this special 9/25- even spoke to a rep to step me thru the process to ensure I received the one phone for free. 4 months later- still being charged. Now they are telling me the offer expired 9/15.. I'm so livid- I even told them to check the notes of the phone call I placed on 9/25 and they said they don't have anything.. I called several times after the order to see why I was still being charged- Every month they told me it would be another billing cycle. Until today they said it wasn't even valid! But I ordered thru the special tab & it offered me the 7's. Idk what step to take next.

 

Tutor

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7 Messages

6 years ago

Same here. Called AT&T on 9/17/17 - specifically asked if they were still offering Iphone 7 BOGO and asked if I was eligible. Representitive was more than happy to sign me up. Now I've been trying to find out when I would start seeing the credits (that I was told would start appearing after 2 or 3 bills). My first call to customer service resulted in a case being logged. The rep told me they had put in the wrong BOGO codes, and it would be taken care of... 2 weeks later I get a text saying my "technical issue is complete". Still no credits on my bill... today I call and am told my purchase did not qualify. It appears the offer expired 2 days before my purchase. I am very unhappy - the person wo told me I qualified straight out lied. Apparently I am now out $650. I had been a customer for 20 years. Sadly, I'll never recommend AT&T to anyone again.

ACE - Sage

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118.2K Messages

6 years ago

@bletts

There are no “BOGO codes”.  The 2017 BOGO required TV service and a new line to ATT.  These are the most common requirements not fulfilled.

 

Tutor

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7 Messages

6 years ago

Hmmmm... So yet more misleading information provided to me when I called AT&T customer service! 😞

 

And I was told in my original inquiry on 9/17/17 that I met all criteria. I had just subscribed to Direct Tv in August, and agreed to add a new line of service during the 9/17/17 call in order to qualify for the BOGO. It wasn't until yesterday that they told me that I really did not qualify, and the reason given was that the offer was not valid on 9/17/17. Even though I was told on that day that I did qualify!

ACE - Sage

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118.2K Messages

6 years ago

@bletts

Unfortunately, they may be correct.

https://www.att.com/esupport/article.html#!/wireless/KM1232016

It looks like the promotion ended 9/15.  

Ill look to see it I can find any other dates, but as of now I see a Black Friday and holiday BOGO, nothing else till January.  

Tutor

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7 Messages

6 years ago

I do appreciate your feedback.  Unfortunately it does not change my opinion that I was mis-led by an AT&T representative. Looking at the link you shared, they should have told me I qualified for a free I-phone 8. I certainly would have been more than happy to get the newer model for free than pay $650+ for the old model that they told me I qualified to get for free.... not sure what recourse (if any) there is to resolve the issue. Thank you!

Tutor

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5 Messages

6 years ago

So finally after calling and complaining day after day got somewhere with a resolution. I opened a case. The case was denied. I called back and asked if they had note that I spoke with someone about buying the phones. They did. But not that it was a BOGO. They tried to say I didn’t open a new line- but I did. And I have directv. Finally after about 7 calls regarding this- some sweet girl ended up applying a discount to my account to equal a total of $125 and it ‘should’ be applied every 5 months. To equal what I end up paying for the phone. Hope this helps. Keep trying! And yes I realize the special ran out before I ordered my phone NOW. But didn’t know it at the time and the CS rep should not have given me a wrong info! A discount CAN be applied. I’m mad it took so many calls to get to this but I’ll take it.

Tutor

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5 Messages

6 years ago

And another thing- they told me the same with thing with IPhone 8. I said that doesn’t make any sense AT ALL. Why would I buy 2 iPhone 7’s if I could get a newer phone and get one free?! 

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