Being charged 2nd phone, Buy one, get one Free offer with new lines.

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@vacostamart wrote:

Hello,

I have a post-paid account. We have been ATT customers for about 10 years. After some trouble with signals, we switched to T mobile where we were for a couple of months. After trying out the service, we decided to switch a phone back to ATT. So, we opened a new line with the account a couple of months later. One of our family members’ stayed on the line to finish out their contract within ATT. The service man (Nashveille, TN office) offered us the buy one-get-one deal, if we were to open two additional lines under that account. We were informed that after 3 months of paying for the phone both phones in full, the price of the second phone would automatically be refunded by the system. All we would need to do would be transfer the 2nd line from T-Mobile (there are two lines that are T-mobile’s that we ended up transferring as a result of the convincing terms set forth by our sale’s man). It’s been over 3 months and we are continuing to be charged for the 2nd phone. We gave the store a call and they informed us that they were unable to do to that. Though that’s exactly what we were told and the terms that we signed under. We pre-paid one of the 2 phones, 600 dollars (so that once the final 3 months were over. The only remaining cost for 2 devices would have been the remaining 200 dollars) instead, we are being charged for both devices at full price. Upon escalating with the store manager, it was confirmed that the individual lied about the terms and that since we were old ATT customers, this does not apply. This is absolutely unacceptable! As we opened 2 new lines and as policy, transferred from another carried and purchased 2 additional phones. If what the store manager was true, we were lied to on the terms of the agreement and we expect that ATT step forward and correct the account. We have been trustful of ATT for years and feel as though we were taken advance by this predatory practice. I still have all receipts, boxes for phones, etc. I have looked on the FAQ and across the web and am disheartened to find that I am not the first this has happened to, and am more than happy to bring this to the attention of the BBB  if left unresolved. I would truly appreciate your help!

[Per Guidelines:  Keep it Relevant and Appropriate].

Victor

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I'm a little confused about exactly what changes you made to what lines; if you can clarify the timeline of events for the phones/lines, that would be helpful. Also, which phones did you buy? Do you have AT&T TV service?

As long as you had been away from AT&T for 60 days, your lines should be considered new lines .

The problem is the lines you transferred from T-Mobile to ATT did not qualify as new lines. Since you had ported those lines from ATT to T-Mobile and transferred them back in less than 6 months, they did not quality as new lines. Did you ever inform anyone you talked to that the lines you were transferring were previously transferred from ATT to T-Mobile? If not, there is no way they would know to check that they would qualify as new lines. 

Just an FYI, this is a customer to customer forum. We are other customers so can not actually do anything to rectify your situation. Please do not post any personal information to include any employee ID's as that is not allowed here. In my opinion, nothing can be done to rectify your situation as the numbers you ported back to ATT did not qualify as new lines, hence you did not qualify for the BOGO. You will have to deal with customer support directly if there is any chance of getting this fixed to your satisfaction. I would not get my hopes up, though.