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Chakra7's profile

Tutor

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5 Messages

Friday, June 14th, 2019 2:36 PM

50 percent off past due is bogus and deceptive

Had 3 representatives tell me the offer letter that states 50 percent off your past due is 50 percent off $250 of your past due. THIS IS NOT WHAT THE OFFER LETTER SAYS. FROM OFFER LETTER: 

“50% OFF your past-due balance (*up to $250), when you pay the remaining amount”

I understand the above to mean 50 percent off YOUR past due which could be AS MUCH AS $250 OFF.

AT&T needs to honor what they put in writing as offers to loyal customers.

QuarryRye

Master

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3.2K Messages

4 years ago

What offer letter are you talking about?

Tutor

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5 Messages

4 years ago

0F6205B1-F4C5-49BA-8309-6D483C3BEE29.jpegA supervisor told me to take this proof into the store yesterday to show an associate there and have them call back in on the number shown and the adjustment would be made over the phone with them while I was in the store. I would pay the remaining balance. I went to two different stores yesterday in Nashville. A manager and an associate at the first store refused to even call into the number saying the day before another customer had been instructed to come into the store, the same as I, and they couldn’t help her. They kept saying there was nothing they could do in the store. I went to a second store location and the associate there put the call on speaker phone on his phone while in the store and the representative read verbatim the notes from the supervisor who instructed me to come into the store to have the adjustment made. The call was heard by every associate present in the store as well as one customer. The representative refused to honor the approval notated and given by the supervisor who directed me to come into the store, saying she didn’t have authority to make the adjustment even though she saw the notes by the supervisor authorizing the 50 percent off for my past due balance. The in store associate at that store, including a manager, just stood around and witnessed what the representative was refusing to do and said nothing and did nothing. I left very dissatisfied, dejected and devalued as a customer and not one of them present acted as if they cared. 

QuarryRye

Master

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3.2K Messages

4 years ago

It sounds like your account is in collections. It does say that time is running out, so the offer may have expired by the time you called.

 

The customer service reps over the phone don't have authority over the retail stores, so just because a supervisor over the phone said to do it doesn't mean the store has to honor it. Honestly, if the supervisor was willing to do it, I don't know why he/she didn't just take the payment over the phone instead of telling you to go to a store.

Tutor

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5 Messages

4 years ago

The issue has been resolved but not because of any assistance from AT&T. I agree, I don't know why the supervisor could not have applied the adjustment and processed the payment over the phone. However, she did explain she could not see the contents of the offer letter - only that I'd received an offer letter. She was only showing on her end, she said, a discount amount of 35% instead of 50 percent. So she said she would put in the notes to honor the 50 percent after I took the letter in person to show an associate in the store who would then place a call back in to get the adjustment on the account and I would then pay in the store. From there, she explained my service would be restored. The offer had not expired yet - the supervisor confirmed it. And I was not even the only customer who was sent into the first store I visited whom been instructed to go there to resolve the very same issue. This is definitely an internal AT&T problem - lack of communication and cohesion between customer service and the retail store. This problem should not make it all the way down to the customer.

New Member

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2 Messages

2 months ago

I just had the same issue. They said the promo didn’t exist then once I made a significant payment they sent a text with the same offer now wanted me to pay half of the new balance such (Edited per community guidelines). I pay so much money to att a month buy products and new phones had one bad month after many many years and they did nothing to help but say our hands are tied the system. ATT is not for the customer they don’t even try to help. As I stated to the supervisor and gm answering the phone doesn’t mean doing everything for the customer as they state. Once I pay off my two new phones I’m out. They care nothing about the consumer who keeps there business going. I agree with you on your post it’s bogus&n(Edited per community guidelines)p;

(edited)

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