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New Member

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5 Messages

Thu, Nov 12, 2020 3:14 AM

Issues with ATnT's promotion plan - NEED HELP

I have been having issues with ATnT's promotion plan per which I can get a Google Pixel 4 64GB for $10/m once I upgrade my phone and switch to ATnT's unlimited plan along with having the phone via ATnT Next (30 months).


I did all the required changes to my account for this and for the 1st couple of months was charged $10.  However later, instead of $10 I am being charged $28.  After multiple calls and chats with ATnT representatives I have been repeatedly assured that the issue will be fixed and I will be charged $10 however every month I see $28 being charged.  I end up spending lots of time trying to explain the issue to the representative every time with no resolution in sight.


I did let the representatives know about the evidences I have (screenshots) with regards to the offer however they did not have a way for me to send it to them.  Thats the reason I came to this forum.  Have attached all the Legal Terms of the offer in this post.


Hope someone can guide me to a better and quicker way to get this issue resolved.

ATTHelp

Community Support

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176.8K Messages

1 y ago

Let's try to turn this around for you, @rahulshetty!

 

In order to provide adequate support we want to know more about your experience.

  • How long has it been since you subscribed to this offer? Please be advised that validated offer credits can take 2-3 billing cycles to show on the customer's bill.
  • Was your trade-in a minimum value of $35? You will want to contact AT&T Trade-In department to find out the value. For the status and estimated value of your device visit AT&T Trade-In and select Ask For Help in the right of the banner and complete the required fields before clicking the Submit button. You will receive a reply in 1 business day.
  • Have you completed your trade-in within 30 days after activation? The trade-in device must be shipped using the correct label. DO NOT use the BRE label provided in the new device box.

Let us know so that we may assist.

 

Lar, AT&T Community Specialist

New Member

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5 Messages

1 y ago

- had subscribed for the offer sometime in Dec 2019 / Jan 2020 and received the credits in the following 2 cycles after subscription.  Later it stopped.

- Trade-in was not mandate for the offer.  I had confirmed the same by calling ATnT.

ACE - Sage

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90.6K Messages

1 y ago

If you receive credits for two months and then the credits stopped being applied to your account, something changed and you were no longer meeting the requirements.

Did you change your plan to a limited data plan?  Under the $75 plan requirements?

Bill paid on time every month?

Note the bold type.  

Anything here ring a bell?

Former Employee

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1.6K Messages

1 y ago

If the credits stopped a requirement was no longer met. The CSR can easily look in the notes and it will say why the promo was removed.

New Member

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5 Messages

1 y ago

@lizdance40 and @Lockdowncraziness  -  There was no change to my account.  I have been calling ATnT and have also been in chat with the representative.  They did check on my account and there has been no changes since the time I enrolled into the promotion.

ACE - Sage

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90.6K Messages

1 y ago

No canceled lines within 90 days of purchase? 

If you don't get results with the person who is a customer service representative who contacted at the beginning of this thread, you do have the option of filing a Better Business Bureau complaint. The complaint is send it to AT&T upper management who will call you

New Member

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5 Messages

1 y ago

@lizdance40 

No changes to the account since the promotion until now (around 11 months).

Thanks for the information about BBB.  The last conversation I had with an ATnT rep on phone, my case has been escalated.  Hope I do not have to go the BBB route after the escalation.

ACE - Sage

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90.6K Messages

1 y ago

Filing a Better Business Bureau complaint is not a big deal. It's free online. Your complaint is forwarded to AT&T upper management who will call you rather than you having to fight to contact them.

Upper management has the power to fix things that a lot of the lower customer service reps cannot

New Member

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5 Messages

9 m ago

found a better solution ... switched out of ATnT .... hopefully no more crazyness and waste of time behind any promised promotions!

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