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ICOS_Peterke057's profile

Contributor

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8 Messages

Tuesday, July 5th, 2022 9:51 PM

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AT&T not honoring Galaxy S22 Ultra trade-in offer

On Feb 28th I took AT&T up on the Galaxy S22 Ultra trade-in offer (see link below). I went to the offiial AT&T store (Daly City, CA). Both my wife and I applied for the trade-in offer. She updated her plan to the 5G Unlimited Elite plan. I stuck with my Nation Unlimited & Data Unlimited Domestic & Intl RZ for Smartphone w/Visual VM plans as the store rep said the phone deal was separate from the voice & data plan. Additionally the rep said my unlimited plan qualified for the $800 trade-in offer.  I asked to confirm this as otherwise I would not have upgraded my phone. I specifically asked to double-check vs. my plans as these are grandfathered (unlimited worldwide data roaming) plans.  The store rep confirmed there would be no issue and the discount plan would apply for us both.
We received the instructions for returnng our older Galaxy devices on March 6th and sent these back on March 8th.  These were received by AT&T late March.  Since June my wife has received the trade-in credit. But I have not.

So I called AT&T billing support. After a few checks and conversations & back forth they came to the conclusion that my plan does NOT qualify me. I explained to both the agent and manager that this not what I was told.  But in the end their conclusion basically was "sorry you were misled, but we cannot honor what you were sold". 
What type of ucstomer service is this? Is this even legal? This looks like a bait & switch to me? Does anybody have a similar experience? How do we adress this? Do we need to get legal representation to resolve this?

https://www.att.com/buy/phones/samsung-galaxy-s22-ultra.html?offerid=20700022&source=ECATAT00000S2B00P&tfn=homesolutions&WT.srch=1&wtExtndSource=att+s22&ds_eid=700000001891842&ds_cid=71700000097164283&ds_agid=58700007903651408&ds_kids=p71881810861&gclsrc=aw.ds&&gclid=CjwKCAjwwo-WBhAMEiwAV4dybcky89NUCTihVrQlOjY7oxDobPPXwB1oLiKisul00VmGXofpMR76ABoCCgAQAvD_BwE&gclsrc=aw.ds

ACE - Expert

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14.4K Messages

2 years ago

Have you verified that keeping your plan is really in your best interest (whether or not it's required for the promo)? 

You can file a BBB complaint to get escalated. It might be easiest to tell whomever responds that you that you weren't told you needed to change plans, but you would like to at this point if it changes your eligibility. If you're bound and determined to keep your plan, it won't hurt to ask nicely. If there's anyone who can make it happen, it's the folks who respond to those complaints. AT&T's only bound by the published terms of the offer though. Especially if it was an authorized retailer; out of the 4 stores in Daly City, only one is corporate owned.

Contributor

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8 Messages

2 years ago

MicCheck - thanks for the feedback. The unlimited worldwide data roaming is worth keeping for sure.  Can you tell me which of the 4 stores in Daly City is corporate owned by AT&T?

ACE - Sage

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118.3K Messages

2 years ago

I thought AT&T killed off those worldwide unlimited plans several years back?  

They certainly wanted to. Which is why that plan wouldn't be eligible for any promotions (to get you off it)

   

Community Support

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232.9K Messages

2 years ago

We're so sorry for the misinformation you received about your trade-in offer requirements, !

 

All trade-in promotions require all qualifying customers to be on an eligible plan. Your grandfathered Nation Unlimited & Data Unlimited Domestic & Intl RZ plan isn't an eligible plan, and you would have needed to upgrade to a qualifying plan to receive the promotion. We understand the representative who assisted you shared incorrect information, and we sincerely apologize as we would never mislead our customers. We appreciate our ACEs for their insight. 

 

Furthermore, we've submitted your experience for review and improvement with our customer service, so this isn't a repeated experience. Thank you for sharing with the AT&T Community!

 

Please let us know if there are other concerns we can address.

 

Jonye, AT&T Community Specialist

Contributor

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8 Messages

2 years ago

AT&T Help - I am sorry but an apology is not going to cut it here. I was sold something and I expect AT&T to honor what I was sold. I will go to the store (as the AT&T customer support line told me) to have this addressed. But I expect the offer to be extended to me and the $800 discount given or will take legal action.

Community Support

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232.9K Messages

2 years ago

We understand, ! We want to do everthing we can to make this right for you!

 

Please allow us to invite you into a direct message, so we can review your account and work towards the best solution available that meets your needs.

 

In the meantime, gather any additional notes you have that'll help our case.

 

Don't forget to keep an eye out for our direct message. A notification will appear near the chat icon located in the upper right corner of the Forums.

 

We look forward to helping you out!

 

Jonye, AT&T Community Specialist

Contributor

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8 Messages

2 years ago

Kudos to AT&T to resolving this by giving me the credit I was told my the store I'd get.

Contributor

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8 Messages

2 years ago

Well, it was too good to be true.  AT&T did not give me the $800 credit I was told by the manager who called me I would get.  We agreed that the balance remianing on the device would be reduced by $800.  I received my first bill since this call and there has been no reduction of the amount owed.
So on top of not honoring what was initially sold to me in the store, they now again did not honor what I was told would be done to correct the situation.  This is unbelievably bad customer service.  But it seems par for the course.
I faced a similar issue with a refund for international roaming charges they were going to drop fully after my first call, then 50% after my 2nd call a few weeks later when nothing had happened and then finally no refund whatsoever. 
How many times do I need to reach out to correct this? It seems a tactic to wear their customers out.

(edited)

ACE - Expert

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14.4K Messages

2 years ago

If there's not an $800 credit anywhere on your bill (not necessarily on the phone line-item) file a BBB complaint.

ACE - Expert

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14.4K Messages

2 years ago

Closing this thread because a new one was started. 

https://forums.att.com/conversations/wireless-account/we-need-to-reopen-the-case-in-the-link-below/62e1db381a30484467f8f689

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