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bjf2010's profile

Contributor

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1 Message

Friday, March 17th, 2017 3:54 PM

ATT "can't find" the promotion I was promised when I added a line!

I just spent an hour on the phone with customer service... where my issue was escalated to a floor manager, who promised me that he'd call me back from his own office in 2-5 minutes. That was 30 minutes ago...

 

On December 2, 2016 I added a line to my account for my daughter. Even though EVERYONE else on our account has iPhones, I decided to use the LG K10 ONLY BECAUSE there was a promotion that it would be "free." The condition was that I had to sign up for AT&T NEXT. It stated that the payments on the phone would be credited. I assumed that these credits would appear each month, along with the charge. Wrong.

 

On December 9, 2016 I get the first bill, showing the monthly phone payment of $6.25 and no credit. I contact customer service via Live Chat. The representative confirms the promotion that I received and says that I will see the credits on my account in 1-2 billing cycles. Wrong. 

 

It's now March 17, 2017 and I'm still getting these monthly phone charges so I decided it's time to call and get it straightened out. The representative that I spoke to first (and for 20 minutes) looked and looked and looked and could not find the promotion that I was referencing. I asked to speak to someone else because this MUST be straightened out. I spoke to the floor manager who also could not find the promotion... I am not making this up. Something has to be done. I would NOT have upgraded my daughter to the LG K10 if it weren't promised for FREE. Everyone else in my entire family has iPhones!!!!

 

As mentioned above, the floor manager said he'd call me back in 2-5 min, but never did. I am at work and really don't have the time to call customer service AGAIN and end up on the phone for an hour!!! UGH!!! I sure wish that I'd have saved a copy of the promotion when I added the line. I never thought I'd need backup to verify... VERY VERY frustrated customer who has been with ATT for 13 years!!!

Community Support

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232.3K Messages

7 years ago

Good morning @bjf2010!

 

Thank you for bringing this to our attention. I apologize about the time you have spent trying to get the promotion concern resolved, as this is definitely not the experience we wish any of our customers to have.

 

I totally understand your frustration and I would love to personally help you find the best resolution. I will be sending you a private message to your Forum’s Inbox; this way we can gather details. Please be on the lookout!

 

I look forward to work with you and discuss this situation in more depth. Thank you once more and have a fantastic day!

 

Anabel, AT&T Community Specialist

Contributor

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1 Message

7 years ago

Same problem. The rep said in December that since I was starting 2 new lines, that I could get it twice. The phones they offered were the new iPhone and the new samsung phone. I chose the samsung phone. Now reps are charging me for a bogo deal that I DID NOT sign up for. I called and they said they have no recollection of such a deal. Not only the dishonesty of the company for not following through on what they offered but insinuating that I'm lying!
I regret moving from Verizon if this is the service I get. My bill is almost $100 more than what I was told when I signed up.
For shame AT&T!

ACE - Sage

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117.8K Messages

7 years ago

@Suavewolf  Could you be a little more specific?  

Date you ported to ATT?  There was a BOGO offer from December 16 to 24.  

You bought which 2 Samsung phones?   

If you bought 4 new phones with Next, 2 would be eligible for credits equal to 1/24 or 1/30 of $650 each month.  If you bought 2 phones, you get one credit.  

 

Contributor

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2 Messages

7 years ago

I ported my number over in December of 2016 with a promotion of paying for the iPhone 7 in full over the 24 month contract with monthly credits based off the down payment made on the phone at contract signing.  I paid $625.99 for the iPhone 7.  The complete cost of the phone was $649.99.  I had to finance a minimum of $24, ($1 a month) over the contract period to quality.  I was told my monthly credit may take two months.  Never came.  It's July 6 and I'm on my 8th call to customer service and 6-7 hours of my time wasted.  Al reps claim this promo never existed.  I've been hung up numerous times and they never call back.  I've been threatened that I'll be in default of my contract.    I keep asking to speak to a manager, which to them is the next step with their escalation dept.  Each time, that person has to reboot their pc or their doing something that takes a long time.  I logged tickets and was told numerous times I'd be called back and never was.  Currently on the 36th minute on my 7th call.  I've never seen such poor service and deceiving advertising.  I'd never recommend AT&T [Edited to comply with Guidelines]

ACE - Expert

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16.5K Messages

7 years ago


@notforme2017 wrote:

I ported my number over in December of 2016 with a promotion of paying for the iPhone 7 in full over the 24 month contract with monthly credits based off the down payment made on the phone at contract signing.  I paid $625.99 for the iPhone 7.  The complete cost of the phone was $649.99.  I had to finance a minimum of $24, ($1 a month) over the contract period to quality.  I was told my monthly credit may take two months.  Never came.  It's July 6 and I'm on my 8th call to customer service and 6-7 hours of my time wasted.  Al reps claim this promo never existed.  I've been hung up numerous times and they never call back.  I've been threatened that I'll be in default of my contract.   

It's not a contract, contracts have penalties when you leave.  Next just requires that you finish paying the no interest "loan" off (as you said, the "finance period"). It might not seem like a real distinction, but it is. Your only commitment at this point is the amount you haven't paid towards that phone yet (about $18). 

 

A BIG issue is that no one likes to give you bad news, as you'll likely rate that call/chat poorly if they give you the bad news, so even if they see the issue they might not want to be the bearer of bad news...

 

THE PROBLEM APPEARS to be that you somehow put $625.99 down, you needed to finance the whole phone. So that you got the credits, if you don't owe money they can't credit you. I'm not sure why you put all that money down if they were going to credit you monthly, but that's likely PART of the problem. 

 

Regardless of that, the other problem that I can see is the only free iPhone promos at that time that I can think of was a BOGO (buy 1 get 1) or you needed to have DirecTV. Did you keep a copy of the promo info?  

 

(I am confused about the tax for the phone, I don't see that anywhere).

 

ACE - Sage

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117.8K Messages

7 years ago

@notforme2017

What carrier did you port in from?  If you came from an ATT MVNO you didn't qualify.  

 

ACE - Expert

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16.5K Messages

7 years ago

@lizdance40 Are you saying they could put $625 down on their iPhone and still get full monthly credits if they did everything else correctly?

 

 

ACE - Sage

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117.8K Messages

7 years ago

@Gary L  From December 16 to 24 there was a Bogo fro adding a new line to ATT, no TV service required.   Outside those dates, TV service and port in from the competition was required for a free phone.  

 

ACE - Expert

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16.5K Messages

7 years ago


@lizdance40 wrote:

From December 16 to 24 there was a Bogo fro adding a new line to ATT, no TV service required.   Outside those dates, TV service and port in from the competition was required for a free phone.  


So it's okay that they put $625.99 down for a phone when signing up for a Next promo?

(EVEN if it was a BOGO, which I don't think it was)

 

 

 

 

ACE - Sage

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117.8K Messages

7 years ago

That's a good question.  He didn't pay in full.  The phone is still on Next installments.  I don't see any requirement that the entire amount must be financed.  

 

 

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