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How do I escalate an issue regarding ATT Rewards Cards?
I am highly disappointed with ATT's customer service and handling of rewards cards and would like to know who to escalate the issue to someone than supervisors who repeat that there is nothing that they can do to further assist me. I have been dealing with an on going issue since establishing internet and U Verse TV in September 2019, I was offered $325 in rewards cards. According to ATT: Once you’ve claimed your reward, met the service requirement on your offer and your active service has been confirmed, most customers receive their reward within three weeks. This is approximately seven weeks from your installation / activation date. Only one reward card ($25.00) was applied to my account and was received in the appropriate amount of time in November. After only receiving one card, I contacted ATT to inquire about the remaining cards that I should have received per the promotion, I was told that, they indeed see that I should have received the additional $300.00 in rewards cards and that they would be applied to my account and I should receive them in the mail. November came and went (no rewards cards)....I contacted them again towards the end of December. Upon speaking with a representative I was told once again, that yes, indeed my account notates that I should receive $300.00 in gift cards for establishing service and that there would be a notation placed on my account regarding my inquiry and someone wold get back to me. Now to January 2020, 4 months after establishing U Verse service and still no gift cards, I spoke with ANOTHER representative to inform them of my reward card issue and was told that "they see in my account that I am owed $300.00 in gift cards" the representative was super helpful and actually applied the cards to my account, claimed them for me and informed me that they were being process and will be mailed out and could take up to 14 days to receive after the initial mail out from ATT ad that I wold be able to track them online with the REWARDS TRACKER! Great news...my issue has been resolved or so I thought. After closely monitoring the tracker and checking my mail daily, also monitoring my informed delivery with USPS February approaches and of course...no gift cards. I contact the Rewards Customer Service Center to inquire on the exact amount of time it takes to receive rewards cards after they are mailed out from ATT and Ironically speak with the same rep that process my cards over the phone in January. The representative pulls up my account to view the status only to tell me that the cards have been activated and used. Excuse me??? I never received any cards in the mail, nor did I activate any cards. I was told that it shows that I activated my 3 $100.00 cards and since they have been activated and used there is nothing that they can do. Upon hearing that I am now out of $300.00 that is OWED to me, I ask to speak with a supervisor. After speaking with a few supervisors on the matter, I was told a few unacceptable things.
1. Their only responsibility is to mail out the cards to the customer, they are not responsible for lost or stolen cards. They will not re-issue cards, credit your account or offer any type of resolution.
2. Reward Cards can essentially be activated by ANYONE, all that is needed to activate the card is: The 16 digit card number that is located on the actual card and the 5 digit zip code (which is obviously on the envelope the Reward Card was mailed in)!!! ***How does that even make sense? How do you not request at least account number information to activate these cards?***
After pleading with the supervisor and also informing them that if my cards had been mailed and processed AS THEY SHOULD HAVE back in 2019 in the first place, I would not be in this situation and all I am continuously being told is told is that there is nothing they can do, it is out of their hands. In my opinion...ATT does not care about their customers, take responsibility or try to resolve issues to who they claim are loyal customers. This company has zero integrity. Receiving $25.00 of $325.00 that is owed to me is unacceptable. If you can take your business else where...DO SO! or at least don't be lured into a contract by their Rewards promises! Unfortunately, I have to stick with ATT until my contract runs out to avoid being charged $240.00 in cancellation fees.