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4 Messages

Thursday, February 1st, 2024 8:10 PM

Missing Rewards Worth $300 After Internet Sign-Up

Dec 2, 2023: I signed up for AT&T Fiber Internet 1 Gig. Promo was "$150 Reward Card w/Internet 1Gig or higher. Add'I $150 when entering promo code HOLIDAY150 at checkout." I did apply the code and so I was expecting $300 in rewards. Please see screenshot of promo. 

Jan 12, 2024: Internet was installed at my home successfully. 

Jan 16, 2024: I received the email from AT&T containing the instructions on how to claim my reward and the claim number. 

Upon following their instructions from the email, the website will then say "No Rewards". I called AT&T multiple times but I was passed on to different customer service numbers such as 800-331-0500 and 800-288-9983 and the representatives I spoke to would only transfer me to the other number or instruct me to call the other number. I was back and forth between those 2 numbers but no one was able to provide me with a clear reason as to why my rewards could not be found or what has happened.  At one point, I was forwarded to a supervisor who gave me this number 888-471-4756 but the call always got dropped as if it was not a real number. Please see screenshot of calls I made, the rewards email from AT&T and the website page that said "No Rewards". 

The situation is very disappointing because my rewards worth $300 are missing and the customer service agents did not seem to hold accountability. It was very easy for them to pass me through a different line! I asked for their help but I did not get any help, I was forwarded way too many times when the solution was meant to come from them as they have access to their own system and records. My role as a consumer was to follow up my missing rewards but I had to chase 3 different numbers and I had to speak to countless representatives, explaining the situation each and every time, however, all without resolution.

Community Support

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231.4K Messages

3 months ago

Hi @gcm1942, we understand your concern about the Reward Card. Let's get the help you need.

As this concern is related to Reward Card, we have a dedicated team to assist. We recommend that you contact our Reward Center for further assistance.

 

Let us know if you have any other concerns.

 

Thank you,

Jasmine, AT&T Community Specialist

4 Messages

3 months ago

Hi Jasmine,

You have been totally unhelpful and useless. The hyperlink you sent to contact the Reward Center has the exact same number that I contacted to which I did not get any help from. Good job on being useless and unhelpful. 

1 Message

3 months ago

I had this same issue! I feel totally misled because that was the same offer I signed up for as well in December! 

This is so unacceptable! 

@ATTHelp - Please fix!

Community Support

 • 

231.4K Messages

3 months ago

Hi @gcm1942, after reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Bruce, AT&T Community Specialist

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