Veterans Discount and Trade-in Promotion issues
I'm hoping that I can get some help here as I have gone in-store, online chatted, and called with no resolution. It seems as though my problem consistently stumps AT&T associates and it is extremely frustrating that I have to explain my issues, which were promised to be resolved by other associates, every month.
I just want answers on why our military appreciation discount is not applied when we were told and have receipt of an AT&T associate telling me it would be, why our trade-in value has not been applied, and why do I have to go on a wild goose chase for answers.
First, we just got our AT&T plan 3 months ago (September 23rd) in-store with a representative. My husband is a Veteran and we were enrolled for the military appreciation promotion right off the bat. We asked multiple times if my husband had to be the primary on the account and we were assured that NO he did not need to be the primary, he just needed to be on the account. I was enrolled as the primary, and my husband was on the account since we got two lines.
Also at the time, we traded in our phones with assurances that we would get credit in 1-2 billing cycles and that we would only have to do a few payments on one of the phones when the trade-in value was applied. My husbands phone would be completely paid off, and mine would only have about 100-200 dollars to pay off.
Fast forward to our issues:
First, our billing cycles for some extra information. Our first billing cycle was Sep 24-Oct 23rd, second was Oct 24-Nov 23, third was Nov 24-Dec 23 and is the current issue.
We were denied three times for the military appreciation discount. I called AT&T customer service multiple times, went in store to talk to someone in person, I included each time that my husband was not the primary and asked if that was the reason we were denied, and was assured no, it is not why we are getting denied. The associates would tell us it was just a glitch in the system, and to enroll again or that more documentation was probably needed. When you enroll, you submit documentation and then get told to wait a 14-day period but within that 14 day period, on our account, it would show that we had the discount applied to our account. I would call AT&T, ask if anything further was needed, if we were approved, and I would get assured that Yes, we have the discount and nothing further would need to be done. Then we would get denied 14 days later. Then my husband would re-enroll, we would wait two weeks after submitting the appropriate documentation, get denied again and prompted to re-enroll but no one could explain why we were being denied. It didn't make sense. Then on one of the times of being denied, we got another email simply saying the names didn't match. We assumed perhaps it was just another glitch in the system, brought it up when we talked to associates, and were told to just re-enroll again but it should go through since my husband is on the account.
After the second billing cycle (30 days since enrolling- our first bill was about a week after we enrolled due to the billing period) (and third time getting denied for the discount), I found through reddit threads that the veteran DOES have to be the primary. I reached out to AT&T via the online chat (Chat Ref ID: I-0138533073) and explained for the nth time our issues and my frustration. They told us no, the veteran does NOT need to be the primary and that's not why we were having the issues. I argued with them and after some time, the associate told me that the veteran DOES need to be the primary. FINALLY! An Answer!
However, you cannot switch the primary person on an account for 60 days after opening an account.
So after talking, the associate (still the same conversation of chat ref ID: I-0138533073) told me that she would apply the discount to our bill and for the next bill as well since we wouldn't be able to switch the primary until 60 days. She gave me the reference and told me if I had any trouble, chat with AT&T online again, give the reference number, and they will apply the discount for the interim time while we waited for the 60 day limit to switch the primary. Then by the next billing cycle, my husband would be the primary so it would automatically apply.
So currently, our bill was published on November 23rd for 202 dollars. It doesn't have the discount and is incorrect. On November 25th, we went in store, switched my husband to the primary, and was told his discount would apply the next billing cycle- which was fine because I was told by the associate referenced above that this billing cycle was covered with her reference ID.
However, when we switched, it closed my account where I was the primary and opened a new account with him as the primary. I thought it would just merge the two but we weren't told anything other than he was the primary on the account now when we were in store.
So today, November 28th, I online chat an associate, explain my whole situation, give the reference ID for the chat with our promise of a discount, and she denies my discount. She also says that I do not have a bill due at all on her end. But on my end, I am physically looking at my bill for my account where I am the primary. The account where my husband is the primary has a $0 bill. I am just so confused.
ONTOP OF ALL OF THAT, our trade-in value for our phones has STILL not been applied. We are due 183.36 in charges we were not supposed to pay that I was told over the phone by ANOTHER associate that it would be credited back in 1-2 billing cycles. We're on our third bill now with no credit of that money.
Help, please. I'm about to leave AT&T over this, I am overly frustrated.