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J

New Member

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3 Messages

Mon, Aug 10, 2020 7:01 PM

jdfrank99

I posted this last night but now it's mysteriously gone...

 

Please advise if there's a better place to post this.  Just looking for some resolution.  Here's the scenario:  Twice this week I've tried to switch from Verizon to AT&T via the AT&T website.  AT&T is currently offering $250 for each line ported to them via their website.  Great deal!  However, each time I order, 1-2 days later, my order is cancelled due to them being "unable to verity" my identity despite me entering every piece of requested data.  I tried calling the customer support number but they just said the $250 deal was "online only" and they couldn't honor it.  The cancelation emails told me to go to a store to verity my identity.  I did that but they, as well, said the $250 deal was online-only.  See the catch 22 here?  I went ahead and established the cell service while at the physical store but I think it's only right to be eligible for the $250 deal given it's a glitch with the AT&T website that prohibits customers from completing their orders.  Please advise.  

OttoPylot

ACE - Expert

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15.5K Messages

1 y ago

You'll need to work with AT&T directly as this is a customer helping customer forum only. It is not an official AT&T Support site. All we can do is advise.

New Member

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3 Messages

1 y ago

Any advice on how to work directly with AT&T?  When I call, the nice lady just said her "answer sheet" told her to say that it's an online only deal.  Store employee said they couldn't assist either.  Any advice on how to get elevated up the call chain?

MicCheck

ACE - Expert

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10.3K Messages

1 y ago

You're right, it was a Catch-22. 

 

Unfortunately, you were unable to place your order online, so you don't qualify for the online promotion. 

 

You can file a BBB complaint, which will get forwarded to the Office of the President. If there's anyone will any able to override that promotion, that is who it would be. 

ATTHelp

Community Support

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171.7K Messages

1 y ago

Greetings @jdfrank99,

 

We understand that you weren't able to obtain the $250 deal due to not being able to be identified. Unfortunately, since you were told the offer was online only and decided to go through with the store, this makes you not eligible. We do apologize for the inconvenience this has caused.

 

Jacob, AT&T Community Specialist 

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