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meg_2314's profile

1 Message

Monday, March 18th, 2024 9:08 PM

Transferring From Another Provider

Can I ask request compensation for all these issues I've had to deal with from AT&T? Has anyone had issues transferring from another provider and what was the resolution? 

I created an account online with AT&T, verified military service, tried purchasing two phones online, applied my military discount for my lines the system wouldn't allow me to check out. I cleared out the cart and started over, also entered the IMEI for the trade in device with no luck and repeated the process, still no luck. The promotion I was trying to use was the buy more save more promotion, purchase iPhone 15 Pro Max and receive iPhone 15 Plus for $5.99 if you had two lines. Since I was unable to check out I clicked on the live chat to speak with a representative. After a few back and forth responses and her attempting to check out the system also wouldn't allow her to proceed. I was informed by the rep to go to the store.

The next day I went to a corporate AT&T store and informed the gentle man of the situation. I was informed that the promotion I mentioned didn't exist. He didn't inform me of any other promotions and the best I could do was the iPhone 14 for $5.99. I got the phone transferred services and was informed that the second line I was trying to purchase needed to wait for the other person who was receiving the iPhone 15 Pro Max. Mind you I am the account holder who just switched from T-Mobile and a brand new customer with AT&T. I went home and realized that the promotion buy more save more was still active. I went to a closer AT&T store and he informed me to return to the store I purchased the device from which happened to be a corporate store. I went back to that store was informed by another AT&T employee that I could have also purchased an iPhone 15 for the same $5.99 as the iPhone 14. I informed him that I didn't want that promotion. I explained to the gentleman that I was told by the rep online to go into the store so that they could assist and all the other mishaps I was going through. He advised me to contact customer care or return to the store the following day to speak with a manager. He couldn't provide me with the customer care number and told me to look it up. 

Phone call with Customer Care- Informed the gentleman of everything I was going through and repeated my tale for a 4th time. The gentleman stated that the promotion was only available online but the store could have contacted customer care and the process would have been simple. Due to the iPhone 14 and me waiting to take advantage of the buy more save more promotion. The Customer Care Rep advised me to return the iPhone 14 and get the iPhone 15 Plus. They would contact me after the 48hr period passed and call me back so we could take care of purchasing the iPhone 15 Pro Max, refund my restocking fee, and informed me of the AARP promotion. AARP promotion waived activation fee, upgrade fee, get $100 bill credit per line when switching with AT&T, save $10 per per line with unlimited premium pl plan $10 cannot be combined with military etc).

Customer Care Call #2 -Spoke to rep 3/18/2024 after the 48hrs and was informed that since I am not porting in a number from another provider and mine has already been moved over from T-Mobile. He informed me that another department would assist. The next transferred rep informed me that his department didn't handle that and another department would assist "Secondary Sales." Secondary Sales Rep call was very choppy, couldn't make out everything he was saying. Had to call me back several times and at one point the call dropped. In the end he couldn't assist and sent me to someone else. This person made modifications and told me that I would have to call back in 2hrs to allow the system to process changes. Also, requested that he look to see if my military discount was applied to the lines, "No, the system wont allow me to apply it you will have to go inside a physical store so they can look into the matter and see what the issue is and apply the AARP to waive activation etc." 

This whole back and forth online, instore, phone customer care is absurd. I never had an issue with T-Mobile and I am considering going back! Absolutely ridiculous 5 days and counting. 

 

Community Support

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232.8K Messages

3 months ago

Hi @meg_2314, we understand your  concern about the entire port experience and also in regards to the promotion. We wish to point you to he right direction.

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 visiting Community & Forums,
Billy, AT&T Community Specialist

ACE - Sage

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118.2K Messages

3 months ago

All AT&T promotions are published. They may expire at any time. You should always check att.com on the day you are making a purchase to make sure a promotion is active.

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