Pre-order the New Samsung Galaxy Z Flip4 & Galaxy Z Fold4 and, for a limited time, get twice the storage and a free case!
Get superfast AT&T Fiber internet
Ags's profile

New Member

 • 

2 Messages

Wed, Mar 2, 2022 10:37 PM

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.

ATTHelp

Community Support

 • 

196.2K Messages

5分前

That's not the kind of customer service experience we want for you, @Ags.

 

We're sorry to hear that you had this experience. We'll be sending you a direct message (DM) shortly to discuss the matter further.

 

In the meantime, to address your billing concerns specifically, you would have to get back in touch with our rewards center to see what options are available for any rewards you believe you should have received.

 

Please be on the lookout for a notification to appear at the top right of this page, as you'll be receiving a message from us shortly. We look forward to speaking with you further!

 

Jarod, AT&T Community Specialist

New Member

 • 

2 Messages

5分前

Talking to the Rewards team is a pain. You can check that the promo codes and the $200 visa card were active at that time. In fact they are active even today. But they are saying that it's only for online order. If the agent had not convinced me that I would get the offer even when he signs me up, I would do it online on my own. Because the agent convinced me otherwise, I am facing this issue now.

New Member

 • 

3 Messages

5分前

Having a similar experience, added 3 rewards in total and have received a notification to accept all 3 as well. But only received two rewards now and they mentioned they can't honor the 3rd one. They are outright suggesting I cancel my service if it is not affordable for me without the rewards. Terrible customer support.

ATTHelp

Community Support

 • 

196.2K Messages

5分前

That's not what we like to hear, @optimus234!

 

As mentioned earlier by Jarod, you would need to contact our rewards team for further assistance as they are the team who assist with those concerns. We do apologize about this inconvenience.

 

Don't hesitate to reach back out if you ever need our assistance again. Thank you for choosing the AT&T Community Forums!

 

CalebP, AT&T Community Specialist 

New Member

 • 

3 Messages

5分前

What I posted is the experience of talking to the rewards team. They mentioned they can't do anything and provide no further assistance other than the suggestion to cancel the service. Guess that's what I should do after finding an alternative.

Need help?
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.