BOGO Issue iPhone 7 Plus - Charging Customer for Additional Line without Approval
This issue is related to another issue that I logged: https://forums.att.com/t5/AT-T-Internet-Account/Issues-with-Direct-TV-Billing/m-p/5212585#M14507
I am appalled that AT&T would allow these types of practices - it is very "Wells Fargoish" of them to allow this.
Note: I have been an AT&T customer probably since 2006, so I have been a loyal customer.
Note: I do see there are several emails related to this BOGO issue, AT&T should take note because this could be a Wells Fargo in the making.
1. AT&T indicated that if I move over my DirectTV billing over to AT&T Wireless bill that I can take advantage of the BOGO, plus I was due for an upgrade. So in combination of the DTV and upgrade, I can benefit from the BOG (for up to $650).
2. I AGREED to the above terms.
3. I asked her to go over the charges and credits. She indicated that I would have to pay an additional $7 on the BOGO devide bc I went over the $650. I was fine with that and agreed to that.
4. Fast forward 2 months later - The issue with DTV occurs (see link above). The $295 that I thought included DTV was actually just for my wireless bill.
5. I check my wireless bill and it indicated that I had another PHONE LINE associated with my wireless.
6. I call AT&T and they say OH, well, that is the BOGO offer. I said review the tapes, I DID NOT AGREE TO HAVE ANOTHER LINE. I would have not taken this BOGO offer had I had to have another line because I DO NOT NEED ANOTHER LINE. I told them that as per the tape, the Customer Service person indicated that the BOGO is related to the DTV combined billing with AT&T Wireless Bill (which they screwed up as well). Oh, re: those taped calls, she said, we MAY record your all. I said, well, if you are having so many BOGO issues, you need to tape the sale because that is where the evidence is.
7. I spend up to 4 hours on the phone with various customer service representatives.
8. By this time this issue has been escalated. I get a call from the escalation team and they basically said, "we can't do anything for you." your option is to cancel the line and you will pay full price for the $800 BOGO phone" or "return both phones." She said, "you received an email indicating that there is a new line, and that I had provided an electronic approval for this extra line"
9. I told them, my daughter needs her phone for camp, so I can't return the phones now. They said return them after.
10. I told them, I will do that and will cancel my service with AT&T and move over to another carrier. I would rather pay full price for both phones with another carrier where the carrier is upfront and honest about their charges.
11. I go through all of my emails and NOT ONE indicated that I ordered an extra line. I call AT&T again (probably 5th call to them) and I asked that they email me this email that they indicate I was ordering a new line. They transfer me yet to another person in sales and that sales person said that that is NOT their practice that I have to agree to their terms and condition. I said, show me the tape and email where I agreed to this BOGO offer.
Summary: AT&T Sales and/or Customer Service are adding lines to customer accounts without their approval. They use the BOGO as a carrot, but are not upfront about the terms and conditions at the time of the sale. This is unethical and illegal. I asked that they pull the tapes for what was presented to me as the offer and what I agreed to. Basically, show me the evidence.