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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!!!

ACE - Expert

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16.5K Messages

7 years ago


@lizdance40 wrote:

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.   


I don't see them crediting you $27.09 for your Next payment when your Next payment is only $1 (I can see them crediting you $1)

 

I also don't think this is a BOGO (which if it was a single line, it'd have a DirecTV component).

 

 

 

ACE - Sage

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118.3K Messages

7 years ago

@Gary L  I missed it.   You're correct, it wouldn't be a Bogo if there was only one line on the account.  

 A single line porting in had to have TV service and be porting from a competing carrier to get a free phone.  

I don't think the big down payment is a problem.  The customers still have to stay 24-30 months to get credits.  

 

Community Support

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232.9K Messages

7 years ago

Hello @notforme2017,

 

I am so sorry to hear you have been experiencing so much trouble with getting the promotion for porting over to us. We definitely want to get this investigated and taken care of immediately!

 

In order for us to review this for you, we will need some more information to access your account. If you can please send us a private message to @ATTMobilityCare including your name, mobile phone number, and any further details you would like to provide to us regarding this issue.

 

We look forward to assisting you, and hope you enjoy the rest of your day!

 

Jess, AT&T’s Community Specialist

Contributor

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1 Message

7 years ago

I have the same problem. I was suggested and promised a promotion that would be I would be able to get the new special promotion currently available. Internet, cable, and phone for $74.99 monthly for 24 months. But when I received my bill it was double almost triple that price. I was told they could remove some of the charges but I can't receive the promotion because it's for new customers. Also they couldn't locate and promotions. After I got off the phone I received a flyer for the price I was talking about..smh. I truly unhappy.

New Member

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2 Messages

4 years ago

Hello I am having a similar issue. Please let me know if it was resolved.

New Member

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2 Messages

4 years ago

Please stand by and look for for information regarding a (Edited per community guidelines) (Edited per community guidelines). The promotion deception and fraudulent activity occurred very broadly and were not isolated incidenta. Many people were taken.

(edited)

New Member

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3 Messages

4 years ago

I had the same problem twice! I called to inquire about canceling my line as I was going to go to Verizon and they offered me this promotion: 10 dollars off my bill for 6 months and a discount on a new phone, and no activation fee. 

Result: They charged me the activation fee and I had to call back 3 times (45 minutes each time) to get it removed. I NEVER got the 10 $ off a month to this day and I have called 4 times. Each time a rep says that she found it and it will apply to my next bill but it never does. Last time I called I asked to speak to a manager and she told me that the promotion expired and I can no longer have it. I asked to get out of my 2 year contract (that included new phone and discount) and the manager said I would have to send the phone back to break the contract. AT&T is the WORST. They do this on purpose and know exactly what they are doing. 

New Member

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3 Messages

4 years ago

I had the same problem twice! I called to inquire about canceling my line as I was going to go to Verizon and they offered me this promotion: 10 dollars off my bill for 6 months and a discount on a new phone, and no activation fee. 

Result: They charged me the activation fee and I had to call back 3 times (45 minutes each time) to get it removed. I NEVER got the 10 $ off a month to this day and I have called 4 times. Each time a rep says that she found it and it will apply to my next bill but it never does. Last time I called I asked to speak to a manager and she told me that the promotion expired and I can no longer have it. I asked to get out of my 2 year contract (that included new phone and discount) and the manager said I would have to send the phone back to break the contract. AT&T is the WORST. They do this on purpose and know exactly what they are doing. 

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