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New Member

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1 Message

Thu, Jan 23, 2020 11:01 PM

Discount promised, then rescinded

The $45 12-month discount I was offered April 6, 2019, by John in the loyalty department was rescinded in the Dec. 15 billing. Explanations from billing and loyalty departments Jan. 21 are unacceptable. If an employee promises a discount, why does another declare it invalid? This behavior reeks of dishonesty if not fraud. It places AT&T's trustworthiness and reliability in question. And ending the conversations with "You're the best part of AT&T is an insult. As a consumer I have other options, including the local provider of my Internet service.

Responses

Juniper

ACE - Expert

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17.9K Messages

a month ago

A discount stopping early is concerning. First check the prior bills and see if the discount (or discounts if from more than 1 to get up to $45) were for 12 months, or if there is any that show for 6 months. Consider if you made any changes recently, such as lower the package, as some promotions have a minimum package requirement.

If discount shows for 12 months and you made no changes to your service that may have disqualified it, then call DirecTV back. When you get the voice system say "cancel" so you get a retention expert who is usually more experienced than a front-line agent to double check the info on the account. And if you feel it is needed, you can always request a supervisor of course.

Discount shouldn't end early by some agent making that decision. It should only be because something legitimately disqualified it, or it was a 6 months special (which would show on the bill) that was misinformed by the initial agent.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
mobilemax

Employee

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796 Messages

a month ago

Hello,

What was the offer exactly. You mentioned 12 not be at $45, but what service and when was this setup or offered? December 15 it was rescinded as you stated, but no timeline of how long it was in effect. Call 800-288-2020

(edited)

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

 • 

17.9K Messages

@mobilemax

Sounds like you are talking about cell phone service (you mention prepaid plan). This is a DirecTV thread.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.