Very frustrating customer service by At&t
In January, I moved to Austin. I was in a temporary apartment and was looking to set up internet service for a rental house that I would move in to after a week. I checked online and at that time I saw that for 300 mbps service, I would get a $200 visa card plus I had 2 promo codes ACTNOW ($100) and NEWYEAR50 ($50) that would give me additional $150. So the total reward for signing up would be $350. It was a good deal. I was in a temporary accommodation and I wanted my equipment to be shipped to that address rather than the service address. So I contacted customer care. The rep told me that he would sign me up for the service and order it. I told him that the promo codes mention that they are for online orders only. So, he told me that he works with Online Sales department. So he will apply the $150 promo code plus $100 if he signs me up. Along with that I would also get $200 visa card. That would be a total of $450 rewards. I asked him again and again to confirm and he assured me. Then I agreed and he signed me up. I then called the rewards team to confirm that what he told will indeed by applied. The rewards team agent told me that they will honor it and I would have to call after 30 days of service to get the rewards pertaining to promo codes. To add, the agent had promised me that equipment would be shipped to alternative address. But the equipment was shipped to service address. I ignored this mistake. My service started on a wrong equipment and I had to wait a day for resolution. I ignored that as well.
After few days of service, I have received $200 that was with the offer and $100 that the agent added. But not the $150 from the promo codes. Today I called Rewards team for the rewards related to promo codes ($150) and they told me that it's only for online orders and cannot honor it. I was then transferred to Loyalty department. I again explained the situation. After 30 min of wait, they told me that they can't honor it. Both were super rude. Now I am neither getting what I was getting online ($350 reward), nor what the agent had promised ($450), plus I spent 1 hour on calls in vain.
I then tried to contact with live chat. The agent seemed to be understanding. After 30 min of trying, transferred to supervisor. After 30 min, the Supervisor told me that he used all the resources and cannot find help. Then gave me phone number for loyalty department.
What a joke!
I am so tired of explaining the situation. This is very misleading and unacceptable. They can verify my call logs in January and today. They can verify if the promo codes and rewards were active that time. They can verify anything they want. But I don't think they value customers They only lure potential customers for business. Once in, they don't care. I asked for an email id to write grievance and complaint to higher management, but they don't have one.