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1 Message

Tue, Feb 9, 2021 7:52 PM

Military Discount and reward

Feb 9th, 2021

In 2019 I signed up for a bundled Internet and phone service for four phones. Three of the phones were Sprint Phones and I was to receive credit for their return. The amount was around $390.

I called in 2019 to get the card extended. After calling for hours I reached someone that told me they would send a new card. No card arrived. I called again in 2020 and after several hours on the phone with multiple departments was told that a new card would arrive in 30 days. No card arrived.

So in February of 2021 my wife and I decided to document our efforts. Over five hours we spoke with numerous help desks. Some had a wait time of 55 minutes..

We started with the 877-354-9795 number. We were told to call the Service Department

The Service Department said that solution had to do with Phone Service and sent us to the Phone Service Department. (The Internet people said they did not have anything to do with phones.)

The Phone Service Department said it had to do with the Loyalty Department

The Loyalty Department said that had to do with the Rewards Department

The Rewards Department said it had to do with the Trade-in Department

The Trade in Department said I needed a ICU Ticket number and to call the Service Department.

This is the third time I have experienced the ATT customer service experience loop.

What can I do to get my money/credit for the phones I turned in on the Veterans Internet/Phone service bundle offered in 2019. What one singular phone number can I call that will resolve this issue?


[EDITED per Community Guidelines - removed personal information]


ACE - Expert


55.5K Messages

1 y ago

This is a public forum and not customer support. Please remove your personal information. Your best course of action to resolve is to escalate to corporate by filing an FCC or BBB complaint.

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