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Teacher

 • 

10 Messages

Tue, Jun 6, 2017 4:45 PM

Deceptive Practices on Switching to AT&T from Verizon

So last week I decided to switch to ATT from Verizon.  Verizon is just more expensive and every penny matters.  I went to the att site and I do what I normally do on a site, I find the chat window and talked to a rep about switching from ATT.  I aksed all the questions I was supposed to ask and she had great answers so I switched.  I purchased 4 phones from ATT and the rep gave me details about paying off my fees/ETF fees from Verizon (up to $650 per line for switching).  As always when I do a chat, I have my transcripts emailed to me because I want things in writing.  When you talk to someone on the phone there is no proof of anything said.  So I have the transcripts from ATT on what the rep told me to convince me to switch. She assured me that 100% of the cancellation fees from Verizon would be paid to me via a Visa Reward card (up to $650 per line), as my concern is I have about $2,000 in cancellation fees on my 4 verizon lines in total.  I did not want it to be something stupid like they pay part of it and the rest is paid via credits on ATT that I can only use on ATT merchandise/services.  The rep in the chat answered that direct question, directly, stating, no 100% of my switch fees owed to Verizon were paid (up to $650 per line) and so I made the switch. 

I spent a day or two setting up the new phones and activating them and when it was time to mail the old verizon phones back to ATT to fulfill my part of it, I was told that my old phones have a value of $1100, and that would be given to me in ATT credits and whatever the difference was for the Verizon switch fees, would be given to me via a Visa rewards card to pay for my switch.  So my Verizon switch fees are close to $2k.  AT&T is going to put $900 toward that via a Visa reward card and the rest is coming to me in ATT store credits that I cannot use to put toward the bill.  So when I wanted to save money each month which is why I switched, I am now out $1100 cash all at once to pay the difference to Verizon.  I called multiple times as the only info I was given on the switch offer was from the Chat rep and I asked directly about this issue and she assured me I would not be out any money whatsoever and ATT covers my fee via a visa rewards card that is used to pay the verizon bill.  I even chatted with a rep 2 days later once I had an huge concern with how this was working out and the new chat agent told me something even more different, which is that ATT pays my entire fee from verizon (up to $650 per line) and whatever my old verizon phones were worth, I got that via a ATT promo card to use at ATT stores/online to purchase any items there or put toward future bills. Obviously this sounds a little too good to be true, but I kept asking and she kept telling me the same thing and even stated she talked to her manager to confirm this.  

The good news is I have the chat transcripts that were emailed to me from the ATT site where the reps assured me of this and convinced me to switch to ATT, but the bad news is when I call, no one cares.  I even went to my main ATT corporate store and showed the manager and he did not care.  What am I supposed to do?  Pay $1100 out of my pocket to Verizon when ATT convinced me to switch by lying to me and I have 100% of it in writing? Someone help put me in touch with a contact (not att customer service as they are useless).  My next step is to turn this over to my attorney because this is so very deceptive.  As I said, I have the chat transcripts saved as I always prefer to use chat because it puts things in writing so I can go back and read them to understand and make sure no one is lying. 

Responses

Gary L

ACE - Expert

 • 

15.8K Messages

4 y ago

@jthomas2 If you want the actual promo in writing it's at http://att.com/switcher 

 

I always prefer to use chat because it puts things in writing so I can go back and read them to understand and make sure no one is lying

It doesn't sound like you went back to make sure they weren't wrong...?

 

 

 

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Constructive

Employee

 • 

20.3K Messages

4 y ago

Not sure if this explains anything but it was an accepted solution on another thread regarding your same problem

 

SWITCH OFFER: Limited time (ends June 30, 2016, in Puerto Rico). Each line requires an eligible port-in, trade-in, purchase, service, and final bill submission. Credits may not equal all costs of switching. Eligible port-in: From eligible carrier (excludes Cricket and select others) on their term agreement or device plan (excludes third-party agreements). Must buy eligible smartphone in same transaction. Eligible Purchase/Service: Smartphone on AT&T Next with eligible service (excludes prepaid, Lifeline, Residential Wireless, and select discounted plans). Account and service must remain active and in good standing for 45 days. AT&T Next: Requires eligible installment agreement and service. Tax due at sale. Down payment may be required. If service is canceled, installment agreement balance is due. Limit: Purchase limits apply. Trade-in: Select locations. Must be smartphone on line ported, be in good working condition with minimum $10 trade-in value, and meet AT&T Trade-in program requirements. Trade-in Credit: Instant credit or private label AT&T Promotion Card issued by MetaBank™ or CenterState Bank of Florida NA, via license from Visa U.S.A. Inc. (may take 3 weeks to receive). Credit and Card valid for 5 months and for use only to purchase AT&T products and service in AT&T-owned retail stores, at att.com, or to pay wireless bill. At participating dealers get credit (with additional terms) for use at dealer. Final Bill: Must go to att.com/helpyouswitch and upload or mail final bill within 60 days showing Early Termination Fee (ETF) or device balance (including lease purchase costs) on number ported. Final Credit: Total amount equals device balance/ETF (excludes taxes, fees, service, and other charges) up to $650 minus trade-in. Get up to $640 for device plan balance or up to $340 for ETF. Within 4 weeks after meet eligible requirements, are mailed AT&T Promotion Visa Prepaid Card issued by CenterState Bank of Florida NA, via license from Visa U.S.A. Inc. Not redeemable for cash and non-transferable. For use at U.S. locations where Visa cards are accepted through date printed on card (minimum 150 days). Additional cardholder terms and conditions apply and are provided with Prepaid Card.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

 • 

10 Messages

4 y ago

I did not ever see the offer, I just hit the ATT site and clicked the chat button and asked my rep about switching.  When you hit the ATT site, you are shown free iphone offers, Free HBO offers, not anything about switch offers on the front page.  No where on the main page of the site is there anything about a switch deal/wording, so where am I supposed to read it?   I dont have time to go hunting and I should be able to trust what I am told from a rep (actually multiple reps) 

She explained it to me, I questioned the visa card vs. credit at ATT and she went into details there and assured me it is a visa card that pays for all my fees (up to $650 per line).  If I am chatting with an ATT agent on the front page of ATT.com and they provide me info, should I not be able to trust that?    At no time did the chat agent say "please go read the offer" or even, "here is a link to review the offer".  She said she can tell me about what they are offering and I let her do that.   I was pretty direct with my questions and she assured me with her answers.  I switched because of my conversation with her.  She was not honest.  Here is the correspondence from the transcript. 

 

Reference Number: 744599365630497224
DATE/TIME: 2017-05-30 07:41:01
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
Jessica : Welcome to AT&T Chat. How may we help you today?
Me : hey there, just looking for info on if I move from Verizon to you guys, what offerings you have to help me get out of my contract with them
Jessica : Hello !! Thanks for visiting AT&T. My name is Jessica I will be more than happy to help you with all the information you need today. May I ask who I have the pleasure of chatting with?
Me : Hi there, I am Jason
Jessica : Jason I will be glad to help you with this!
Jessica : Allow me to explain you the offer we currently have
Me : ok
Jessica : we can help you with up to $650 per smart phone line you have under contract, installment plan or lease program to pay the ETF or the remaining balance on your current provider, you just need to port your line, trade in your current phone in good physical and working conditions and purchase a new one taking advantage of the AT&T NEXT program in which you can get your phone today and just pay sales taxes upfront and continue paying low monthly installments, also for you trade in your phone you will receive some credits for it in a AT&T Gift card and you can use it to pay your monthly bill or purchase accessories. You'll be mailed your AT&T Promotion Visa Prepaid card within 4-6 weeks after you've completed all eligibility requirements
Me : as for helping out up to $650 per line, that is via a check or via credits with ATT? I have 4 lines with Verizon (Me, wife, 2 kids) and if I am spending hundreds, if not thousands to get out of their contract to move to you guys, would be nice if that was actually money coming my way, not credits on ATT
Jessica : I completely understand you
Jessica : We will give you a Visa Reward card with the amount of the ETF you will pay with them, will be up to $650 per line and those $650 includes the ETF amount per line and the trade in value of the phones you will bring
Me : And I can use that rewards card to pay Verizon or Verizon will not accept that kind of payment?
Jessica : Yes the Visa cards will be to pay to Verizon
Me : Also, can you give me some pricing on what I would be spending on a monthly plan with ATT vs. what I am paying with Verizon. I have 4 lines, unlimited talk and text and 8GB of data per month and I am paying about $60 a phone plus taxes on top of that
Me : in that pricing are 3 new iphones that I am paying about $25 a month for
Jessica : Thank you so much for this information I can definitely help you with a qupte
Jessica : quote*
Jessica : Just to make sure, the new phones will be iPhone 7 ?
Jessica : if so how much storage will you need in the phones Jason ?
Me : Yes
Me : 128GB still an option or does it jump from 32 to 256?
Jessica : no worries we have 32GB 128Gb and 256
Me : probably 1 at 32 and 3 at 128
Me : actually just do all 4 at 128
Jessica : Perfect! let me do the math for you
Me : thanks
Jessica : My pleasure
Jessica : Jason in this case I can recommend you the Mobile Share Advantage 10GB plan, you will have Unlimited Talk and text and 10Gb high speed data to share with all your lines and once you reach your high speed data limit you will continue having data service just slower and no overage in your bill. In addition to this you will get the ability for your phones to be used as mobile Hotspot, and the best thing about our new Mobile Share Advantage you will have Rollover Data which mean that the data you don't use this month you can use it next month with no problem. For the cost of the plan will be $80mo before taxes + $20mo for access charge per line ($80mo for 4 lines) + $25mo for the installment of the iPhone 7 128GB ($100mo for 4 phones), your monthly bill will be $260mo before taxes
Jessica : Jason also may I ask if you by any chance have DirecTV or U-verse TV service ?
Me : I do have direct TV
Jessica : Awesome!
Jessica : in this case you will be able to take advantage of the Buy One Get One offer and since you are getting 4 iPhone 7 128GB you will receive $650 credits in 2 of the phones, so your monthly bill will drop to $216.66mo before taxes
Me : couple of more questions. So if I go into an att store today with all 4 phones and want to port the numbers over and trade them in, will I be getting the card right them to pay off Verizon?
Me : and second question, I assume I need to call verizon and figure out all the charges that I have to pay them or is this something you guys help with, getting me cancelled there and moved over to you?
Jessica : On this case we can do all the process online and you can save more time, doing the process online or at the store will take the same time to get the cards, within 4-6 weeks
Me : but if you have to look at my phones to make sure they are in good shape and we want to trade them in then and get new phones, going to the store would be best, correct, or I would be going a couple of days without cell phones?
Jessica : No worries your current service wont be affected until you receive the new phones and activate them
Jessica : and also we can do all the process online and in the shopping cart page if the phones are available at the store we can select the in store pick up option and in this way you can save time
Jessica : and once you activate the service with us we will take care of the cancellation of the service with Verizon
Me : So I really dont need to do anything with Verizon? You guys cancel and then Verizon sends me a bill and I can use the Visa rewards card to pay that bill?
Jessica : Yes we will cancel the service, then they will send you the last bill with the Termination fees and you upload that bill in our site, I will give you the link so you can save it and then we will send you the Visa Cards
Me : cool. I am going to email this conversation transcript to myself and then log into my verizon account to make sure the ETF and stuff dont exceed the $650 per line. Gotta run to a meeting now though. Thanks for all your help, you were great explaining everything!!!!
Jessica : I completely understand you Jason! I am glad I could be of help for you today! Thanks for visiting AT&T.com today, it has been my pleasure to assist you, I hope you have a great day and awesome week 😄
Jessica : You can save the chat by clicking in the envelope icon that is in this chat!
MicCheck

ACE - Expert

 • 

9.8K Messages

4 y ago


@jthomas2 wrote:

Jessica : we can help you with up to $650 per smart phone line you have under contract, installment plan or lease program to pay the ETF or the remaining balance on your current provider, you just need to port your line, trade in your current phone in good physical and working conditions and purchase a new one taking advantage of the AT&T NEXT program in which you can get your phone today and just pay sales taxes upfront and continue paying low monthly installments, also for you trade in your phone you will receive some credits for it in a AT&T Gift card and you can use it to pay your monthly bill or purchase accessories. You'll be mailed your AT&T Promotion Visa Prepaid card within 4-6 weeks after you've completed all eligibility requirements


 

Award for Community Excellence 2020 Achiever*
*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.

Teacher

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10 Messages

4 y ago

I see that and know that.  I read it to mean they are giving me ATT credit for my phones (they were all iphone 7's) because they obviously have a lot of value and that I could use that credit for ATT stuff.  That the $650 to switch is for my ETF fees and does not include that.  Read my follow up to what she said:

 

as for helping out up to $650 per line, that is via a check or via credits with ATT? I have 4 lines with Verizon (Me, wife, 2 kids) and if I am spending hundreds, if not thousands to get out of their contract to move to you guys, would be nice if that was actually money coming my way, not credits on ATT
Jessica : I completely understand you
Jessica : We will give you a Visa Reward card with the amount of the ETF you will pay with them, will be up to $650 per line and those $650 includes the ETF amount per line and the trade in value of the phones you will bring
Me : And I can use that rewards card to pay Verizon or Verizon will not accept that kind of payment?
Jessica : Yes the Visa cards will be to pay to Verizon

 

Did I not ask all the right questions?

MicCheck

ACE - Expert

 • 

9.8K Messages

4 y ago


@jthomas2 wrote:

I see that and know that.  I read it to mean they are giving me ATT credit for my phones (they were all iphone 7's) because they obviously have a lot of value and that I could use that credit for ATT stuff.  That the $650 to switch is for my ETF fees and does not include that.  Read my follow up to what she said:

 

as for helping out up to $650 per line, that is via a check or via credits with ATT? I have 4 lines with Verizon (Me, wife, 2 kids) and if I am spending hundreds, if not thousands to get out of their contract to move to you guys, would be nice if that was actually money coming my way, not credits on ATT
Jessica : I completely understand you
Jessica : We will give you a Visa Reward card with the amount of the ETF you will pay with them, will be up to $650 per line and those $650 includes the ETF amount per line and the trade in value of the phones you will bring
Me : And I can use that rewards card to pay Verizon or Verizon will not accept that kind of payment?
Jessica : Yes the Visa cards will be to pay to Verizon

 

Did I not ask all the right questions?


Yes and no. Jessica was very careful in her wording, so your questions allowed her to give you a "selective version of the truth."

 

Relying on salespeople to give you the full story on anything, let alone something worth thousands of dollars is never a good idea. Especially since you were clearly already on the internet and could have found the promotion and its details yourself.

Award for Community Excellence 2020 Achiever*
*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.
lizdance40

ACE - Sage

 • 

85K Messages

4 y ago

I'm sure Jessica thought she was clearing up the visa credit cards.  I don't know if she entirely understood.  

I know she gave you the details and you then asked a question which altered the understanding of the deal

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*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.
Gary L

ACE - Expert

 • 

15.8K Messages

4 y ago

I'm not sure about everyone else, but I'd rather parse through the ACTUAL offer to see what the deal is, compared to listening to the sales persons version of the same offer (which would likely make all downsides sound minimal).

http://att.com/switcher

 

Maybe then ask a clarifying question (but I'd rather ask that here).

 

 

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  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
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The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2020 Achiever*
*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.

Tutor

 • 

5 Messages

4 y ago

Wow! 

I was mislead by the rep after talking to two reps on different days and for some reason something told me to follow up because I was coming close to my 14 days. I purchased my own phones from a secondary company as well so that I would not have to buy into another phone but get the "excellent' service. Now I am stuck with paying the 532$ bill with my previous company and my phone was valued much much more than what they gave (340$) the phone should have gone back to Sprint and AT&T responsible for the early termination fee for switching. Now, they have the phone because I needed to fulfill my end of the obligation within 2 days to take advantage of them even giving me the up-to 650$ which I am only getting 195$ for changing companies. 

I'M P'd WITH AT&T ...I cant type everything I would like to say about this subject but hopefully corporate will contact us and make good. The one thing you have is that you have transcripts. I've been with them less than 14 days and would not recommend them for good ratings until this matter is resolved... 

Gary L

ACE - Expert

 • 

15.8K Messages

4 y ago


@DonKey2017 wrote:

I was mislead by the rep after talking to two reps on different days and for some reason something told me to follow up because I was coming close to my 14 days. I purchased my own phones from a secondary company as well so that I would not have to buy into another phone but get the "excellent' service.


And with the 14 days, your purchase counts as day 1 of 14 (not day 0).

 

 

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2020 Achiever*
*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.
MicCheck

ACE - Expert

 • 

9.8K Messages

4 y ago


@DonKey2017 wrote:

Wow! 

I was mislead by the rep after talking to two reps on different days and for some reason something told me to follow up because I was coming close to my 14 days. I purchased my own phones from a secondary company as well so that I would not have to buy into another phone but get the "excellent' service. Now I am stuck with paying the 532$ bill with my previous company and my phone was valued much much more than what they gave (340$) the phone should have gone back to Sprint and AT&T responsible for the early termination fee for switching. Now, they have the phone because I needed to fulfill my end of the obligation within 2 days to take advantage of them even giving me the up-to 650$ which I am only getting 195$ for changing companies. 

I'M P'd WITH AT&T ...I cant type everything I would like to say about this subject but hopefully corporate will contact us and make good. The one thing you have is that you have transcripts. I've been with them less than 14 days and would not recommend them for good ratings until this matter is resolved... 


Based upon your other thread, I think you should have received a reward in the amount you still owed for the leased phone, rather than the ETF. AT&T will only pay you for one, but it should be the higher if that was on the bill you provided them. 

Award for Community Excellence 2020 Achiever*
*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.

Teacher

 • 

10 Messages

4 y ago

I did ask, got specific and you can see that Jessica said I get the etf covered for switching and a att card for the phones. It never states that whatever I get for the phones comes off the Verizon bill owed. Here is my next interaction with a rep Maria a couple of days later after I activated the att phones and went to the corporate store to turn in my phones to no avail. I have to copy and paste it into 2 postings as it's too long to post all at once. I did remove my contact info from the conversation about halfway down to protect my privacy. Here is the first part of that next transcript: 

 

Reference Number: 742629070259201849
DATE/TIME: 2017-06-04 12:35:20
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Welcome to AT&T Chat. While we connect you to an agent, please share how we can help you today?
Maria : Hello, my name is Maria. I hope you are having a great day! How may I help you today?
Jason : Hi there! Have a question for you
Maria : HI Jason!
Maria : Sure thing! Please ask away. 🙂
Jason : I recently moved to ATT from Verizon and I am at the step now where I turn in my old Verizon phones so you will pay my cancellation fees
Jason : I took the phones to at ATT store and they said were giving me a $1100 store credit. I was under the impression that I turn in my phones and you guys pay my ETF fees from verizon
Maria : Thank you for that information. 🙂
Jason : So my concern is that once I get my final verizon bill for $2000, that I will be out a lot of money since the people in store said all they could do was give me store credit, not put toward the final verizon bill
Maria : That is actually both correct for the Switcher credit that you are participating in. Please allow me to share more details so that it will be clearer and for your reference, with all issues resolved.
Jason : please
Maria : As for the Switcher credit promo, as I am sure that you are already aware is that you can receive up to $650.00 credits from switching your lines from other carrier to AT&T.
Maria : That is correct that with the trade in of the devices you can receive $100.00 in store credits for each devices.
Maria : Additionally,
Maria : the final bill from the previous carrier of the customers who switched will be paid off as well as long as you upload the copy of your final bill online and has been received by the AT&T system.
Maria : May I ask if you were able to upload a copy of your final bill yet, Jason?
Jason : yes, the att store people input all my phones and said they were worth $1120.00 and they could only give me Att credit for those. then whatever the difference is between that $1120 and cancellation fees from Verizon would be put on a reward card for me to put toward my bill. But it woul dbe $1120 short because they are giving me as a store only credit. So I will owe Verizon about $1,000 because my cancellation fees are about $2100
Jason : does that sound right? I thought you guys covered my final verizon bill, up to $650 per line no matter what, but it sounds like it is split up between store credit and paying off the bill
Maria : That is a very good observation, Jason.
Maria : As per the promo for the switcher credit, I can see here that the in- store credit for the traded in phone is just part of the credits that you will receive and not actually the entire credit itself that you will be receiving via promotional card. I am sorry about that as the store rep might have gotten confused for a little for the provisions of the promo.
Jason : So my question is that I am still not clear about, when I get my final verizon bill for around $2100, is that being paid by you guys or I am using my money to pay it?
Maria : The full amount will be taken care of by the promotional card that you guys will receive for the credit as long as you upload the copy of the final bill from your previous carrier. 🙂
Jason : so what about the store credit that ATT is trying to give me when I turn in my phones at the corporate store location? They are saying they are worth $1120 and that I can only get store credit with that and that will be deducted from my switch cover fees for verizon
Jason : I am just trying to turn in my verizon phones to you guys and follow through with my part of it so you guys will follow through with your part of covering my switch fees in full
Maria : I totally understandt.
Maria : Here's what i can do for you,
Maria : I can go ahead and get the address of the store you went through so that I can coordinate with my manager in contacting them regarding the correct information for the trade in process of the phones and amount of the credit for your devices and also we can put a note on your account for reference once you go to the store one more time.
Maria : How's that sound, Jason? 🙂
Jason : that would be great.
Maria : Perfect!
Jason : So I am correct, right? I give the store my phones. in a few weeks when my verizon bill comes up, I use a visa reward card that you supply me to cover 100% of those switch fees (up to $650 a line)
Maria : Yes, that is correct.
Maria : May I please have the full address of the store you went to, Jason? 🙂
Jason : Yes, let me grab that
Maria : No problem.
Maria : I will be right here. 🙂
Jason : 311 Interstate 20 E
Arlington TX 76018
(817) 466-0701
Maria : Thank you.
Jason : is there some additional credit I get for the phones value, in addition to the paying my switch fees?
Maria : One moment please as I take note of that for you and forward to my manager so that he can contact them. May I also please have your best contact email and number to reach you once we are done ?
Jason : please
Jason :
Maria : Thank you for that information.
Maria : Like I mentioned earlier the credits for the trade in value of the phones will actually be separate from the $650 switcher credit that you will be receiving. 🙂
Jason : so if they give me $1120 for those phones, I still get the full verizon bill paid too and get to keep the $1120 to put toward my att bill or purchase something at the att store?
Maria : Yes, that is right.
Maria : Almost done here, just finishing up with the notes.
Jason : that is what I was thinking with the offier, but the manager of the store said that was wrong
Maria : I totally understand how that could've caused confusion.
Maria : No worries though as we will take care of it for you through my manager here as well.
Maria : Please be advised to wait for 24 hrs for our communication before you go back to the store so that everything will be ironed out, will that be alright? 🙂
Jason : that sounds just fine. So there is a note on my account about this? Will you guys use that email or phone number to contact me when this is taken care of?
Maria : Yes, that is correct.
Maria : We will put a note on your account about what we have discussed and you will be contacted via your phone or email that's why I asked for it earlier for your convenience. 🙂
Jason : but after the 24 hours goes by, like in a couple of days, I need to go back to that ATT store to talk with them again about taking my phones, giving me the store credit or I can go to another ATT store?
Jason : another question. Do I even have to trade in the phones to get the $650 switch credit for you guys?
Maria : You can definitely go to another AT&T store, Jason as long as it is a corporate owned store. 🙂
Jason : most def, I was a little frustrated with my visit there, spent 2 hours with them
Jason : but you are talking to that specific store manager about this, so it would be helpful to go back to this store, correct?
Maria : As for the trading in of the old phones, I am afraid that it is indeed part of the requirements for the Switcher Credit.
Maria : Yes, that is correct.
Maria : However since there is a note on your account for reference,
Maria : any AT&T store reps and managers can actually access it as well. 🙂
Maria : But it will be up to you which option will be most convenient.
Jason : no problem at all. So to summarize: So you are giving me a lot of store credit for turning in my old verizon phones and you are also paying my full verizon etf fees, up to $650 per phone, and what you give me as store credit for turning in the phones does not come out of that ETF payment to Verizon
Maria : That is absolutely correct!

Teacher

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10 Messages

4 y ago

and here is the second part of the transcript: 

 

Maria : That is absolutely correct!
Jason : great. So tomorrow evening after 4pm I am safe to go back and try again? everything will be noted on my account so I can just ask them to pull up my account when I arrive at a store?
Maria : That is correct, Jason. 🙂
Maria : Everything has been noted on your account and please do wait for our communication via email or over the phone before you head back to the store. 🙂
Jason : thanks 🙂 sorry, as I said I spent 2 hours at the store trying to explain this and was argued with and told I was wrong
Maria : No problem.
Jason : ok, thank you very much for your help. I will wait to hear from you guys
Maria : We are here to help Jason no need to apologize. 🙂
Maria : You are so welcome.
Maria : Thank you for giving me the opportunity to help you here today by assisting you in confirming the correct details of your Switcher credit and also by making sure to notate your account for the details and what we have discussed for the stores and also by seeking assistance from my manager to help us coordinate with the store. Have I resolved your concerns now and made you a satisfied customer?
Maria : Is there anything else I can help you with?
Jason : you have been awesome. Thanks for everything.
Jason : thank you and have a great day
Maria : All for you guys. Welcome to the AT&T family!
Maria : At AT&T, our goal is to deliver an extraordinary experience! I'm glad we were able to get everything taken care of together for you today!

 

 

Teacher

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10 Messages

4 y ago

 I am sure once again I will be told it is my fault  for trusting a second employee chat expert at ATT?   I am by no means trying to avoid any responsibility, but as a consumer that has not ever changed a phone plan and has absolutely zero knowledge about this, and I ask a chat rep for help and is told what I am told above by 2 different reps, I view that as deceiving.  

 

How am I saving money if I have to pay all this money up front to get out of my verizon contract?  I thought I was saving $75 a month on my family cell plan and doing something good to help my families finances.  I asked all the right questions and I was not told very many accurate answers.  This points to ATT having a  whole bunch of untrained staff.

 

I think those of you that work for ATT or are experts here on this community see how this conversation in favor of ATT and my fault, but for us consumers that never do this or have no experience here, I asked the right questions, asked them again to verify, was told they ran it by their managers to verify again, etc., and was told wildly different info from what the truth is.  That information convinced me to switch.  Now I get to come up with about $1K very soon to give to Verizon.   

lizdance40

ACE - Sage

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85K Messages

4 y ago

You talked Maria in circles asking questions that didn't have a clear answer on her script.  They do work from a script.   In the end her answer was wrong.  

The offer pays off your phones, in exchange for the phones.  The store people who told you this were correct....Jason : yes, the att store people input all my phones and said they were worth $1120.00 and they could only give me Att credit for those. then whatever the difference is between that $1120 and cancellation fees from Verizon would be put on a reward card for me to put toward my bill. But it woul dbe $1120 short because they are giving me as a store only credit. So I will owe Verizon about $1,000 because my cancellation fees are about $2100

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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