I am a customer and brought on 4 new lines to my account. We went around November to the store located at:
4160 S 3rd St
Jacksonville Beach, Florida 32250
We consulted with Whitney who informed us that if we signed up and traded in our 5 iPhones for 6's and brought in 4 new lines we would receive rebates in the amount of $1400.
We then went to the competitors to price check to find the best deal. We returned the next day because AT&T had the best deal in our area.
The following day we dealt with Rob, we had the business card with the rebates and options that Whitney had provided the prior day. Rob informed us that that would be possible, Whitney was off that day. We had to wait for the new phones to arrive which would be in approximately 2 weeks.
Once the phones arrived we went to do the switch, trade in the phones and receive our rebates. We arrived around 5:30pm and patiently waited as the staff fumbled around with issues surrounding the new phones until 9:30 pm. The only thing accomplished at this time was the porting of the phones, as it was late they informed us that we should return tomorrow to receive the gift cards. 4hrs time spent waiting.
We returned the following day to receive or gift cards 2 valued at $100 and 1 valued at $400. We were assured by yet a 3rd person that the remaining money would show on the 3rd billing cycle. I waited a month before using the gift cards so I could get an accurate view of what the billing would be. I applied the 2 $100 cards with no problem but the $400 card would not register. I called the line on the back and they informed me that I would need to return to the store to get a replacement because it was not activated. 2hrs time spent waiting.
Back to the store to sort out the issue. After a long wait we were informed by an employee that the card was somehow canceled and that the company that issued them would need to send me a new one within 7 days. 2hrs time spent waiting.
I wait another month because frankly I forgot about it. I reviewed my bill and noticed 4 $100 credits. I thought that possibly they just applied the card to my account. This would be the 3rd billing cycle and I was wondering where the $800 we were told by 3 employees would be applied.
Yesterday we went back to the store to sort this out. Apparently the company had never sent the $400 gift card out and the 4 $100 credits on my bill were all we were going to receive when we were told, by 3 employees, it would be $800. The manager whose name doesn’t come to mind told us sorry there was nothing he could do but they are working on getting the $400 gift card to us. This is unacceptable to me.. I was told something and did not receive it. He provided his District Managers number, Amy. I called her, she told me to text her the information and the card picture front and back and she would call me back within 10 Minutes. I did and she did. I was informed that I would only be provided $400 AT&T credits and she would escalate the $400 card issue. She informed me that she question Rob and he denied the offer he presented us of a $1400 rebate and she would have to ask Whitney if she provided us with a $1400 rebate quote the following day. If she denies it then there is nothing she can do. 2.5hrs time spent waiting.
My problem is this:
We went over offers with 2 employees, Rob and Whitney, with a total of $1400 in rebates and verified the following day by the employee that brandished the gift cards. We reviewed totals and only went with AT&T because with estimated tax and the $1400 in rebates our bill would be below $60 per line monthly roughly $55. The total came to 57.33 which is great. However, they are refusing to credit us with the offer we were quoted at by two people and verified by a third. Amy seems to think I am making this up, and that her employees wouldn't have offered this and all I will be receiving is $1000 in rebates. This is horribly wrong and I would never have agreed to these terms. I have only received $600 in rebates after the 3rd billing cycle and am literally screwed. The way I see it, if AT&T wont honor the pricing I was told, you can have your iPhone 6's back return our older ones repay the money we have overpaid in bills and we can part ways. For a company the claims to be the best in customer service, I have had nothing very negative experience and am being treated horribly. I have spent roughly 10.5 hours in this process and it still isn’t over.
What do I have to do to receive the $1400 in rebates told to me when I signed the "contract".