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.