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bberryhill's profile

New Member

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3 Messages

Thu, Mar 12, 2020 7:24 PM

By One Get One Scam - Leaving AT&T ASAP

Last June 2019 my daughter's phone was giving her trouble and needed to be replaced. Her line was eligible for an "upgrade" so we decided to take advantage of the Buy One Get One Offer. The plan was to get the two phones one for her and one for my wife. We understood the BOGO offer required the addition of a new line but my wife did not want to a new number because she uses her phone for her business. The representative understood what we wanted to accomplish and assured us that after the upgrade the un-wanted line could be removed.

I contacted AT&T about two months after the conversion to remove the extra line. I was then told that the line could not be removed. I was given so much run around that I did not follow up until January of this year. This time the agent was very understanding, said there was no reason the issue could not be resolved but it needed to be sent to a management review. Agent said I should hear back in 2-3 days.

Two weeks later, no word. I called and was told it would be 30 days - so another two weeks.

Three weeks later, called back. Spent an hour with one agent and thought we were going to get this resolved - got cut off.

Called back, spent another hour with another agent - got the AT&T run around and the "but I'm going to change your plan and save you even more money" should happen in a few days.

Got a call back, this agent said the former agent was wrong, the BOGO credit was being applied - nothing more they could do. Gave me the "you signed the agreement" threat.

Why is it so difficult for AT&T to understand the basic facts:

1) There are four people in my house hold

2) We only need / want four phones

3) The upgrade salesperson said no problem - understand you want a phone for your daughter, one for your wife and that you only want to pay for four lines - if I had been told I would wind up paying service on a 5th line I would not have accepted the offer.

Verizon is offering $250 to switch if you bring you own device. At this point I just want to know what does it take to get my phones unlocked so I can leave AT&T.

Constructive

Employee

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23.8K Messages

2 y ago

you have to pay them all off in full before they will be unlocked

sandblaster

ACE - Expert

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53.5K Messages

2 y ago

So you knew the promotion required a new line but somehow believed you could cancel that new line and still keep the promotion? As you obviously know now, it doesn’t work that way. You must keep the new line active for the entire length of the installment plan to get all the free phone credits. If some rep led you to believe otherwise, that was wrong but unfortunately doesn’t change anything. You are, of course, free to move to another carrier at anytime. Your only obligation is to finish paying for the phones, including the “free” phone. That will also mean forfeiting any remaining credits. As noted above, your phones won’t be unlocked until paid for.

New Member

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3 Messages

"If some rep led you to believe otherwise, that was wrong but unfortunately doesn’t change anything."

Difficult to keep doing business with an organization that is not responsible for the "deals" their representatives make. I believe that amounts to fraud - your sales reps make assurances and the company does not support them.

I can move 4 lines to Verizon, get the $1,000, pay off the phones and not deal with AT&T any more. Not saying Verizon is any better but its a matter of principal. AT&T wants to keep charging me $20 a month for a line that I don't use and never intended to use.

sandblaster

ACE - Expert

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53.5K Messages

Not my rep, I’m a customer like you, not an ATT employee. You can certainly move to Verizon but I’m pretty sure they won’t pay off that free phone either unless you port that line that you don’t need. You do have another option if any of your other lines is willing to change their number. They can use the new line and you can cancel their old line. You will still get your free phone credits and not have to pay for a line you don’t need.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

2 y ago

Based on comments in other post I am filing a complaint with the FCC. Seems that might be the only way to get a conversation with the appropriate level of management and get around the canned answers.

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