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New Member

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3 Messages

Wed, Jan 29, 2020 11:31 PM

Dec 2017 BOGO offer

Added a line during DEc 2017 and enrolled for the BOGO offer. Got an Iphone 8. Unfortunately my friend has to leave to India and I continued to pay for the last two years. Since the contract was over I spoke with the customer care and then disconnected the third line as I was not using. AT&T was crediting 23.34$ for the last 21 months. The offer was BOGO 700$ off, until now I was credited only 490.14$. When I spoke with the customer care representative they could not see the offer and they say that they have paid off all the 700$ which is not true.

AT&T still need to credit ~$210.

And now they say that you have cancelled the line and hence could not credit the amount. I disconnected the line after speaking with the customer care representative who gave an incorrect information. Also the customer care person informed that I will still receive credit after I cancel the line. I am looking for an solution

Accepted Solution

Official Solution

ACE - Sage

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100.1K Messages

3 y مضت

If you cancel the line, any further installments would be due immediately and no more credits would be given.

If you paid off the phone receiving credits oh, there would be no further credits because there are no further installments

Can you list the timeline when credits stopped, when you cancel the line, or if you paid off the phone? Did credits stop because you paid off the phone or cancelled the line?

New Member

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3 Messages

@lizdance40

My contract got over in Dec 2019. I have paid for all the 24 month period and then cancelled the line after discussing with the customer support. The customer support said that I still receive the credit even after cancellation since I am completing my contract.

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Official Solution

mobilemax

Employee

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797 Messages

3 y مضت

Hello,

BoGo offers are clear in that they always require at least one new line of service. If that line is cancelled, the credit ceases as per your agreement when your signed up for the BoGo offer in 12/2017. Credits are per month, but once you cancelled you chose to be billed the remaining $210 and end service on that promotional line. Bill would show the line as a promotional line with a credit.

New Member

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3 Messages

@mobilemax

Everyone talk about the agreement, why no one is accepting the mistake of the customer care representative who gave an incorrect information.

Accepted Solution

Official Solution

sandblaster

ACE - Expert

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59.7K Messages

3 y مضت

AT&T was crediting 23.34$ for the last 21 months

Those numbers would indicate you were on a 30 month Next plan, not a 24 month plan (30 x 23.34=700). Go back and look at a bill, it should show payment x of y on each phone payment. Since you only completed 24 months, 24 monthly credits is all you get. When the credits first started in Feb/Mar of 2018, you should have gotten 2-3 months credit initially.

ACE - Sage

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100.1K Messages

3 y مضت

I should have done the math.

$700 / $23.34 equals 30 months, not 24.

If you cancelled the line after 24 months, credits stop, and balance is due in full.

By the way this information was on your bill every month. How much the total loan was for, how much was paid off, how many months the loan was for, and how much was left.

@sandblaster is correct. I have marked his answer correct, I do not know how to remove the wrong official answer from this thread.

(edited)

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