New Member
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23 Messages
AT&T Loyalty Department - Misinformation - DON'T TRUST THEM
My Husband and I just upgraded to iPhone 12 Pro Max less than 40 days ago. I was assured by loyalty department that the offer they are providing is better than the $700 trade in offer. They also told me that Once I receive the device I can partially pay off the phone, When I placed the order they told me they can't accept down payment, but once i receive the device, I can call in and make a down payment, So we waited to receive the device, got the device and tried to make down payment, the loyalty customer rep said to wait for 1st credit to kick in and then make the down payment or else we could loose the credit.. so we waited again and now when our bill is generated and we see the credit kicked in, we called again and still not allowed. What kind of joke is this????? Why the (Edited per community guidelines) aren't we allowed to pay partially for the device, and if it wasn't allowed aren't you suppose to tell this before the customer goes ahead and makes the device upgrade???? What if we don't wanna pay monthly $30-$40 for the device every month????? We would like to return the device as we have been provided with nothing else but MISINFORMATION or be given the option to partly pay it off
formerlyknownas
ACE - Sage
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111.1K Messages
3 years ago
I don't know what deal you made but the return period is 14 days.
You should have received an email from the loyalty department with the terms of your deal. Do you have it?
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Luckyg8
New Member
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23 Messages
3 years ago
Exactly, the return period is 14 days.. but my bill generates after 30days cycle not 14 days, so how am i suppose to confirm the credit kicking in without new cycle. the terms say I need to be in contract for 30months with an active line. it doesn't state any where that i cannot pay up partially towards my device.
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Lockdowncraziness
Former Employee
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2.1K Messages
3 years ago
Actually it clearly states on the website "While we don’t accept extra monthly payments on installment balances, you can pay off your full remaining balance anytime."
https://www.att.com/support/article/wireless/KM1011851/
(edited)
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Luckyg8
New Member
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23 Messages
3 years ago
My biggest issue is that each time you talk to a rep, it will say "oh I am sorry but the previous rep provided you with wrong information, but this is current info" and apparently the next rep u talk to says the same for the previous rep.. so its a cycle that at&t needs to fix
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Lockdowncraziness
Former Employee
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2.1K Messages
3 years ago
I get it. But as consumers we should always do own research. Everything is posted online. A simple search and I was able to find the information you said was not posted any where.
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Luckyg8
New Member
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23 Messages
3 years ago
Firstly. I have been with AT&T for 21yrs.. Changed multiple devices over the yrs and have paid partial payments, so I don't see a reason to not believe the loyalty department.
Secondly, The loyalty department mentioned specifically thats its an offer only they can offer and no information for the same is mentioned any where on At&T online as its only for old customers, so technically the link you provided above doesn't follow through with the offers provided by the loyalty department. So now either the rep lied or provided misinformation or att changes its rules like a chameleon to just show thats its right and customer is wrong
thirdly, I also pitched that i am okay to go ahead and pay in full for the device, but the credits that at&t is suppose to offer should continue for 30 months. I was told previously that once the credit kicks in and I go ahead and pay the phone off, my credits will continue. So i offered to pay in full today for the same and was told that if i do so i will loose the credits. So as you can see.. each rep gives their info, no information is consistent. The link you have provided up also doesn't mention what happens to the credits that at&t is suppose to give once the customer decides to pay off the device.
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Luckyg8
New Member
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23 Messages
3 years ago
Be it Partial payment or Full payment should be customer's choice not AT&T. When I could do it in 2019, why can't I do in 2021? AT&T wants my commitment for 30 months active line and I am doing that, I am not asking them to unlock my device or port my out, So I don't think its such a big problem. Probably if the rep had informed me about this issue before I placed the order, I would have not gone ahead only. There are many other ways to purchase the device out there. In this case the only person suffering is us not at&t
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Luckyg8
New Member
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23 Messages
3 years ago
You being an AT&T employee and telling me that I should do research online, says that I shouldn't trust the AT&T employee but I should trust Google more
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Lockdowncraziness
Former Employee
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2.1K Messages
3 years ago
1. I have worked there for 17 years and partial payments towards installments have NEVER been allowed. The system is not set up that way. 2. If you pay off the installment you will lose the credits. One of the requirements is that the phones remaining on a 30 months installment plan. You can search for the requirements of the promotion online. Yes, me being an employee is 100% telling you to do your own research. If you would have you would not be where you are now. Again, consumer should ALWAYS do their own research to prevent issues like this. And I did not say to trust Google more I said do your own research......hence AT&T's website where everything is in writing.
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Luckyg8
New Member
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23 Messages
3 years ago
I have upgraded every 24 months and I have paid my devices in partial multiple times, probably you didn't use the option, but i am physically done it and also done it with loyalty department over the phone.
I am okay with 30months installment plan, but the installment can also be $10-$20.. it doesn't specifically need to be $30-$40 a month. I as a customer is not okay with that. You asking me to do my research itself means that ur asking me not to trust At&T employee, you not saying it, doesn't mean ur not implying that.
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