Having issues getting discount - Gold Star Family

I'm very sorry for your loss.

Also sorry, but you have been misinformed.  And I don't know where you got that copied section (please post a link or screen shot) because I do not find any such info on AT&t's military discount page.

The military discount applies to retired military personnel, active duty military personnel, or the spouse of active duty military personnel.

As the widow of military or veteran you do not qualify.

There may be some other discount that you do qualify for. 

https://www.att.com/verification/signaturehub

.... Okay I found where you see that quotation, my assumption is that you do not qualify.   I do not know what circumstances one does qualify.

Here is more of the policy:

MILITARY & VETERAN: Eligibility: Avail. to: (i) active U.S. military service personnel providing a valid military ID or current paystub; (ii) qualified U.S. military veterans providing either a Department of Defense Form DD214 indicating an honorable discharge, or a valid retired Military ID or current AMVETS membership card; and (iii) qualified spouses of active duty or deceased U.S. military service personnel providing a valid Department of Defense sponsorship card. Must provide proof of eligibility. Available only in select locations/channels. Customers accepting offer certify they are permitted to under applicable law. Eligibility is subject to annual recertifications for Military discount offers. Customers on certain offers may not be eligible. Other restr’s may apply.  

I don't understand what you mean by "my assumption is that you do not qualify.  I do not know what circumstances one does qualify."

I am a spouse of a deceased military service member that was killed in action. I have a valid department of defense sponsorship card. (Valid Military ID). I can go onto military bases, shop at the commissary, receive his pension, have full military medical insurance, etc.

The guy from Sheer ID said, since my sponsor is retired and is eligible. Have them send in the paperwork. However, that is incorrect.  My sponsor is DECEASED.  

I am a new customer; I've only been a customer for 2 weeks. I was receiving the military discount for T-Mobile.  I have a total of 30 days to figure this out, or I have to go back to T-Mobile.

If you bought phones, you have only 14 days to return them.

I am not privy to the requirements at&t looks for.  You'll have to communicate with them.  You might try going around regular customer support by filing a better business bureau complaint. Those complaints are forwarded back to AT&T upper management and usually get a response within a couple of business days.

I'm hoping to get an official response before filing with the BBB. 

I believe it's clear I'm eligible. 

FYI:  This is a CUSTOMER POPULATED Message Board and NOT a way to contact AT&T.  On rare occasions @ATTHelp will offer a DM but that is not guaranteed.

Your best bet is to file a complaint with the BBB.  Those are forwarded to the OOP.  

Hello, @alltdl. This is not the experience we want you to have, and we're here to help. 

As this is account and situation specific, let's meet in a Direct Message Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

We look forward to speaking with you. 

Goodacre, AT&T Community Specialist 

I am also having issues with the same problem.  I am a gold star spouse and get VA DIC compensation and ChampVA.  I have the first two checks with my name and address before direct deposit and my ChampVA ID, my husband's D-214, and decision letter from VA with my name, etc.  but the reps either tell me I am not qualified OR one who said I was qualified said only if I could provide a pay stub from 90 days ago and a marriage certificate. The marriage certificate is easy but can't provide pay stubs since this is not pay but DIC compensation and if I were to be able to get something from the VA that would be similar to a stub, it could take 6 months or more, as everything with them is so slow.  Why is ATT making this so hard?  I think we are also going to have to move to T-Mobile.

I think the problem is the way the qualifications are written are next to impossible for anyone to meet the qualification as a surviving spouse. Requiring a pay stub from within the past 90 days?  That's just a weird requirement. 

I have no idea whether the previous issue was ever resolved. The original spouse never checked back in to say what it was that resolved the problem or if it was ever resolved. 

I'm sorry to put you through more of anything out of the circumstances but I think your best bet is to stop contacting AT&T by phone. Clearly you are dealing with first line customer support and they have no idea what they're doing. 

So my recommendation is to file a better business bureau complaint online. Better business bureau complaints are forwarded to upper management and someone will contact you.