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.