Get superfast AT&T Fiber internet
Prasv09's profile

Contributor

 • 

4 Messages

Thursday, February 29th, 2024 1:44 AM

ATT failed to deliver on promise of reward card

I was offered a reward card of $200 for signing up with ATT internet in September 2023. I was told it will be a few weeks before my card shows up. I called them up now asking why I still havent received it, and they 'apologized' for not sending me a reward card but can't do anything about it as it is past their window of processing rewards. To be clear, this is not a case of customer failing to claim the reward by certain date, but a case of ATT not even sending the reward card. How can the customer be penalized for this? I feel like I've been tricked into jumping through hoops to terminate by previous connection and sign up for ATT for nothing. 

Community Support

 • 

231.3K Messages

2 months ago

Hi @Prasv09,

Please contact our dedicated team for reward-related questions, call: 800-288 9983.

They are available from 9 a.m. to 6 p.m. (CST), Monday to Friday. Check the link for more details. https://rewardcenter.att.com/contactus.aspx

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help. 

Please feel free to reach us out for further assistance.

 

Thank you for contacting AT&T Community Forums,

Tess, AT&T Community Specialist. 

 

Contributor

 • 

4 Messages

2 months ago

This is a very generic response (automated?). Of course I have gone through the above phone number and came here due to lack of any support from those teams. My call got forwarded to a supervisor who never picked up the phone so there is no way to lodge a complaint. What way do you provide for customers to raise a complaint when the first level customer representative has no authority or power to address your concern? This is not an account specific complaint but a general complaint against ATT's practice, policy and customer support. 

Community Support

 • 

231.3K Messages

2 months ago

Hi @Prasv09.

Thank you for reaching out to us! We understand that you haven't received the reward card. This is definitely not the way we want you to feel about our services. 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page - https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help. 


Thank you for contacting AT&T Community and Forums,

Tess, AT&T Community Specialist.

 

ACE - Expert

 • 

35K Messages

2 months ago

this is not a case of customer failing to claim the reward by certain date

It's not?  How so?  Did you claim it when you were eligible to do so?

Reward Card: Will be sent email or letter for each card offer with redemption info. Redemption req’d. w/in 75 days from reward notification email or mail date

If you never got the letter or e-mail, this information was still out there for you to know that you had a time limit and should have investigated sooner.  AT&T will of course assert that the letter was sent and must have gotten lost somewhere (which may or may not be true).  But had you checked here within the 75 days, we would have sent to you the rewards site in time to redeem the reward.  As it is now, you can only be helped with an out-of-policy action, and the support organization cannot do out-of-policy things.

Contributor

 • 

4 Messages

2 months ago

If you never got the letter or e-mail, this information was still out there for you to know that you had a time limit and should have investigated sooner

This is an unreasonable expectation and pure victim blaminh. Its an ad hoc policy that a new customer cannot possibly know about. Why cant ATT send a standard email at signup with this information highlighted? Or train its reps to communicate this while going over things like installation fees and billing due dates? The intent here seems to be to pocket the money whenever the customers realize too late that the reward card hasnt arrived. If ATT is so genuine , why have such time limits? Or why not reimburse it in other ways like reduced monthly fees for first year? 

ACE - Expert

 • 

35K Messages

2 months ago

Its an ad hoc policy that a new customer cannot possibly know about.

Nope, a new customer can do the exact same thing I did: I got it by searching for AT&T Internet Reward Cards (on Google), clicking on the first link, and clicking on "See Details."   Really should do that "See Details" before signing up.  Yes, you really should.  There could have been worse things in there... like an ETF.

The intent here seems to be to pocket the money whenever the customers realize too late that the reward card hasnt arrived.

Yep.

If ATT is so genuine

Never said they were genuine.  Only that the policy is published and that the support reps cannot waive it.

Or why not reimburse it in other ways like reduced monthly fees for first year? 

Because this costs them less.  Note also that should you get such a reward card, you have only two or three months before it expires.  You know the reason for that, too.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.