Unethical practice of store's employee

Firstly..was this a CORPORATE STORE or an AUTHORIZED RESELLER? 

If you're not sure, what is the address?  Someone may be able  to make that assessment.

@skeeterintexas 

The address of this store is:

10765 Kenworthy St Suite K, El Paso, TX 79924, United States

And the employee's name is Alex. I am really not sure if this is a corporate store or an authorized reseller. How to differentiate those two?

Thank you for your reply,

That's an "Authorized Reseller".  They are independently owned & operated.

https://www.att.com/stores/texas/el-paso/198514

Unfortunately they are notorious for unethical behavior.  If you can't get satisfaction in the store, file a BBB complaint against them.

@skeeterintexas 

So that means there is nothing I can do to reclaim my credit or file a complaint against them with AT&T? And AT&T will do nothing about it even that store is using AT&T brand name?

@formerlyknownas. Do you have any suggestions?

I’m not sure what the basic consumer plan is but I’m fairly certain that plan doesn’t qualify for the phone credit. You lost the phone credit because you switched back to that plan. Is there some other plan other than the Elite Business you were supposed to get and if so why didn’t you change to that plan instead of back to the consumer plan? It’s possible you can still get the phone credit by switching to an eligible plan. Since you have a business plan, you might want to post in the business forum. You may get a business representative there.

https://bizcommunity.att.com

@sandblaster My plan has 4 lines on it. The monthly payment is $105, so yes, I am eligible for the phone credit. Please look at the attached picture.

I am in the military. When I came to the store, the guy Alex said I was eligible for a 25% military discount for the basic consumer plan. Therefore, I transferred my 4 lines from T-Mobile to AT&T's basic consumer plan. After that, I purchased an iPhone 12 with a $365 credit. However, when I received my first bill, all of my 4 lines were on Elite Business Plan. A 25% military discount does not apply to Business Plan but only to the consumer plan, so it was much more expensive than my previous T-Mobile plan. When I asked to change to my original agreed plan, I realized I had to pay for the iPhone 12 in full and lost the credit since I changed the plan. But I had never agreed to the Elite Business Plan from the beginning. I am in the military and do not have any business. Why on earth I chose a plan without a military discount and much more expensive?

A basic consumer plan with a monthly payment of $75 or more is eligible for a $365 credit for the iPhone 12. If that guy Alex had enrolled me in the right plan from the beginning, I would not have lost the $365 credit.

And since I already changed the plan from Business to Basic, I no longer have a business account. That is the reason why I posted here.

Thank you and best regards,

Hello @long561, we're definitely sorry to hear that this is the experience that you're having with us, and we certainly want to get this fixed for you immediately!

Based on this information you've provided, we want to invite you into a Direct Message so we can investigate this further. Check the message icon in the upper portion of the page and reply. 

We look forward to hearing back from you, and thanks for contacting the AT&T Community Forums for support. 

Lynn, AT&T Community Specialist 

@long561 Well, that’s much more information than your original post. Nowhere in that original post did you indicate you were military. The term “basic consumer plan” threw me, I thought you already had a business account and were talking about a different business plan. You can’t change from a business plan to a consumer plan yourself online, that requires an agent. What you really meant was the Unlimited Starter Plan. That is the minimum consumer plan needed to qualify for the iPhone 12 offer. Obviously you should not have been put on a business plan. You definitely should be able to get the iPhone credits applied. Hopefully ATTHelp can get everything resolved. If not, I suggest you escalate to corporate by filing an FCC or BBB complaint.

@long561

Each plan has a name. And there is not one that's called the "basic consumer plan".

There is a business side, and a  consumer side. 

Consumer:

Unlimited Elite/premium $50 each for 4 phone lines

Extra $40 each

 ➡️. starter, $35 each ⬅️

Unlimited Value $50, no eligible for multi line or promotions. 

4 gig plan, $40 each for 4 lines, not eligible for promotions 

Only the starter plan with the 25% off discount comes to $105.  105 is before taxes, before installments. 

Trading credits take 3 months on your old phone. Until the credits kick in you pay the full installment.