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lakeschaefer's profile

3 Messages

Thursday, March 28th, 2024 1:29 PM

Visa $250 gift card - Run around - Bait and exclude!!

I am curious if anyone signed up for AT&T Fiber before the new year (Oct - Dec 2023)? I switched from my previous internet provider who I had been with for 7 years. The previous provider was reliable, consistent and transparent in their billing and service processes. AT&T sent out a couple of kids to sell households on the new fiber service that was recently installed within the last year. The sales incentives were free installation, a monthly discount for current AT&T wireless customers, and lastly a $250 Visa gift card.  I opted to switch since we would save about $15/month on internet. Plus, we liked our cell service and the $250 gift card solidified the deal. Fast forward to 2 months later, I assume that after a couple of billing cycles have passed, AT&T would send the gift card in the mail. After a few weeks, I reached to customer service. They directed me to the Rewards Center. I got busy and wasn't able to call for a week or two. When I did, I was told that my incentive had expired. I talked to front line and customer service about this. I got the same message. After 120 days, your reward will "expire". I didn't receive any notification or communication that said it was ready to redeem or the process to "claim". I feel like AT&T has a hush-hush process to bait new customers into service, then have a means to exclude all incentives from customers. For anyone out there, take this into consideration. I have no recourse with AT&T other than careful thought when signing up for future services or renewals.

Community Support

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232.3K Messages

2 months ago

Hey @akeschaefer, we understand that you have concerns regarding rewards gift card, let's walk you through the right path.

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.

Thank you for reaching out on AT&T Community & Forums!
Bruce, AT&T Community Specialist

3 Messages

2 months ago

Bruce,

Thanks for replying to my concern. If you read my comments, I did reach out. I used chat for Customer Service to ask about the incentive. I used the phone option (only means provided) to talk to the Rewards Center. When the representative on the Rewards Center told me that I couldn't claim the $250 gift card because it had expired after 120 days, I asked to speak to someone else with more authority. The Rewards Center forwarded my call to Customer Service where I once again was told that there is nothing they can do. (Edited as per community guidelines). Three points of contact and three explanations should be enough to get resolution. Please share this by any means, social media, internal email or chat. For those following this thread, should it take this much work to get what you were promised? 

(edited)

Community Support

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232.3K Messages

2 months ago

Hi @lakeschaefer,

 

I understand your concern. Let's get the help you need.

We apologize, but rewards cannot be claimed after their expiration date. For more information you can check on this article on reward center.

 

Please get back to us if you have any further questions or queries.

 

Thank you,

Justin, AT&T Community Specialist.

3 Messages

2 months ago

Justin,

Just a generic FAQ. No new information from what the representatives said. Provide a customer service contact number where the person on the other end is US-based and has escalated privileges. Those privileges has the ability to issue a new card, even if it requires opening a new account to regenerate incentives.

Community Support

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232.3K Messages

2 months ago

Hi @lakeschaefer,

 

Thank you for reaching us again. I regret the FAQ provided previously was of no help.

 

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.”


Thank you,
Justin, AT&T Community Specialist.

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