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New Member

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2 Messages

Thu, Oct 28, 2021 1:46 PM

Military Discount = Endless loop of frustration w/ no end in sight

I was shopping different carriers and saw, and applied for, the military discount from AT&T.  To determine if I would qualify I went ahead and applied.  I received a response that I did qualify.  However, I was not able to purchase a new plan/phone at that time.  When I was ready to exit my hellish experience with Verizon, I once again re-applied for the military discount.  Now, and even til this day, I get an error message about "exceeding number of attempts" and will not let me proceed any further. There is a reference link to SHEERid which is the resource that is used for military verification.  So I sent them an email and received this

Hi William,

Thank you for contacting SheerID regarding your verification request for AT&T Signature Lines. 

Our records show that your verification request was accepted on 09/17/2021.

SheerID only handles verification services. If you have questions about your AT&T account or need the assistance of any kind, please reach out directly to the team at AT&T Signature

So I was approved on 9/17 but attempts to convey this and rectify my new account have met with this first

We've got some bad news. After reviewing your recent upload, we can't approve your eligibility because verificationLimitExceeded. We've removed the AT&T Military, veterans, and families appreciation offer benefits and discounts from your account.

So I have been in constant contact with reps, support, loyalty/signature, store, etc.  They all attempt to solve the problem by using the same form that I used before with the same results "exceeded attempts".  Loyalty said go to store, store tried same form with same result and called his support (loyalty?) and she attempted the same with identical results. 

No one seems to care that the source for verification approved me before.  Then I was identified as having an account with the military discount but it was discontinued because of all the attempts online.  I only wanted to send this email to someone who could help me as proof of military service and AT&T already has the email about me actually having an account but they, in fact, discontinued it due to the "exceeded attempts"?  I don't get that, if I was approved why should it matter if reps both online and in the store initiate further similar attempts.  Now I was told by the store's support to wait a few days and try applying again.  I think that's the definition of insanity.  Likewise, signing up with Verizon, after all my personal info was stolen in the T-Mobile data breach, turned into the definition of insanity.

Any assistance with this would be greatly appreciated.  I have proved that I am a veteran and (was) am still eligible for the discount.  I don't want to have to leave AT&T after all I've been through with the other carriers.

Thank you

Constructive

Employee

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25.4K Messages

3 m ago

you need to go into a corporate store and they can apply the discount right away and retroactively, the online verification process is hit or miss and more miss than hit, take all your verification paperwork with you

sandblaster

ACE - Expert

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55.4K Messages

3 m ago

There have been a number of complaints about this verificationLimitExceeded issue with no known resolution. Did you go to an ATT corporate store? They should be able to apply the discount to the account. Otherwise, your best bet to resolve is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you and they will get the discount applied.

New Member

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2 Messages

3 m ago

Well, I went to the corporate store and they did the same thing, fill out the form and got the same "verificationLimitExceeded" error message.

The rep talked with his superiors and NO ONE had ever seen that before and were not able to rectify it.  The rep said he will try corporate support, but I'm not holding my breath.  Again, it's not like I am trying to scam because the email from SHEERid said that I HAD been accepted. 

So I am at the mercy of a software prison (oh and I got a message for my brand new iphone 13 pro max that it will not be usable after Feb 2022.  So a brand new top of the line phone and it's supposedly only good for 3 more months!!!!!)  Guess AT&T doesn't want me and I will have to look for another carrier. :(

Fl_retire

ACE - Professor

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2.2K Messages

3 m ago

@ptlobos If you just updated from an older phone the system might not have been updated to reflect this. AT&T is in the process of shutting down their 3G network and any phone not VOLTE compatible will no longer work. They have been sending out notices to owners of phones that are not VOLTE compatible. 

When I upgraded from iPhone 6 to a Xs it took several weeks for the system to update. 

New Member

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3 Messages

1 m ago

Same loop. Still waiting on a "ticket" that was created to be resolved for 2 weeks now. Still no word. I've been stuck in this mess for over a month now. Should've never bought a phone with att now I'm stuck with them and have to pay off the device to switch to a carrier that will actually apply the discount

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