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Teacher

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4 Messages

Mon, Jun 4, 2018 7:42 PM

What they don't tell you about buy one get one

I have had an account with AT&T for over 10 years, and have switched my sat. TV etc... Always loyal always paid on time! I have a family share plan that had 7 lines.  My daughter got married and we added her husband to our account making it 9 lines.  When doing so we were also having to buy him a new phone.  We were offered the buy one get one IPHONE deal.  It was explained that this would be in the form of a bill credit, on the second phone and that it would not be paid off until the other phone is paid off, and that if we defaulted on the other phone we would be charged for the second phone.  This was fine.  Until my son in law who is in the military went into the At&T store in San Diego to find out about upgrading his phone.  He was told if he moved his and my daughters lines to their own plan with the military discount it would be cheaper, at which time they contacted me and I spoke with the representative who assured me this would have no effect on my lines or my bill except removing the portion for those two lines.  The only stipulation was that his phone that was on the payment plan had to be paid off, easy enough.  Of course we were willing to do this if it was going to save them money and had no other consequences, so we paid off the phone and transferred the lines.  I was told it make take a cycle to catch up, OK... Next cycle I am still being billed for the 2nd phone though not receiving bill credit.  I called I was told not to pay that amount and it was being fixed and would be reflected on new bill.  Next bill, late notice for not paying that amount, still being billed and no credit. When I called I spent over an hour trying to explain the situation and not able to understand person I was speaking to and they were unable to explain why.  At which time I went to At&T store, they said they only handle new orders not billing information.  Back home back on the phone 2 people 3 1/2 hours later this is the explanation:

 

Buy one get one was applied to the two phones both are billed and one receives a credit back each month until other phone is paid off, though if you default you do not receive credit anymore. When you switched lines and paid off the one phone you paid off the phone that was free and was receiving the credit, so you paid off the free phone not the one that was being paid for.  The phone paid off was my son in laws, which was the original phone I bought, the buy one get one was suggested and I took advantage of it for another family member. It was my son in laws phone I paid off? Yes but, when it was set up his phone # was set up as the free one.  So your saying if they had applied the payment to the other phone number it would have paid it off and then the phone would have been free? Yes. Well then why was it not done this way, or told to us? Will you reverse it? No, there is nothing we can do now.  So basically we just paid $385 that was not applied to the phone I owed $385 to it was applied to the free phone and I still owe $385 on the phone? Yes and there is nothing we can do I apologize.  Can it be refunded, bill credit etc? No

 

This conversation went on as I was so upset to be loyal customer, and because of someones hurry to sell a new phone the customer service portion of this company, went out the window... This is the thanks you get for being loyal...

 

So long At&T, now that you have wasted 4 hours of my day, I can tell you what I will be doing this week, shopping for a new cellular provider.  

Responses

Contributor

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2 Messages

2 years ago

There are other problems that are cellular service issues I have decided to
handle in another manner.

Contributor

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1 Message

a year ago

Thank you so much for sharing your experience MicChick. This will help so many people who might get into same situation. 

Tutor

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4 Messages

a year ago

Reason they gave me for not getting my credit was I moved my att phone number to one of the new phones I bought thru buy one ger one  and they did everything for me but there reason was because you cannot have any changes to  your account in 1st 30 days I researched this and nowhere does it say this which would really as stupid if it did then they went onto tell me it the way the system is set up sounds like a company problem to me not one for me now I'm waiting while this special department resolves the issue was suppose to call me back in 72 hours 3 weeks ago there has to be something that can be done about this this is ba sa icarly robbery

lizdance40

ACE - Sage

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81.4K Messages

a year ago


@NOLOGBOOK wrote:

Reason they gave me for not getting my credit was I moved my att phone number to one of the new phones I bought thru buy one ger one  and they did everything for me but there reason was because you cannot have any changes to  your account in 1st 30 days I researched this and nowhere does it say this which would really as stupid if it did then they went onto tell me it the way the system is set up sounds like a company problem to me not one for me now I'm waiting while this special department resolves the issue was suppose to call me back in 72 hours 3 weeks ago there has to be something that can be done about this this is ba sa icarly robbery


All BOGO deals require at least one new line and the FREE or discounted phone must be purchased on this new line.  If you don’t activate the phones on the line intended, yes, you had a problem.  

https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Stay-Eligible-BOGO-Offers-2019.pdf

BC4A7D82-44D8-46EE-AD91-9065F2BC77E6.jpeg

 

 

🐾 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.

Tutor

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4 Messages

a year ago

You have to submit a claim with the BBB.
You will get some one from corporate.
Its a bunch of crap.
But they are pulling a bunch of stuff that is illegal and are getting sued
left and right.


lizdance40

ACE - Sage

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81.4K Messages

a year ago


@Zsanto77 wrote:
You have to submit a claim with the BBB.
You will get some one from corporate.
Its a bunch of crap.
But they are pulling a bunch of stuff that is illegal and are getting sued
left and right.

At&t provides the deals as published on their website sales pages.  If you didn’t read the deal, and don’t know the requirements,  how can you follow them?

 

🐾 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.

New Member

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1 Message

a year ago

Your story is almost identical to mine. AT&T is a rotten company and I plan on leaving them soon. The BOGO deal is a scam!! I was eligible to cancel the line I was required to have for the so called great promotion, but I could not do that until I paid off the remainder of my phone installments - 6 payments left. I paid off the promotional amount and AT&T canceled my line and I continued to be billed $23 and some change for the next 6 months!!! Many many many hours of speaking to customer service reps that are completely clueless and the supervisors I spoke to claimed my account will be corrected the next billing cycle, blah blah!

I should have been informed of these charges when I canceled the line and paid off the promotional installments.

The true colors of this sneaky company have come out!

MicCheck

ACE - Expert

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9.4K Messages

@seeckhout, what did the bill say the charges were for? My guess would be for the remaining installments for the other phone you bought, but your bill will tell you exactly.

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.

New Member

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2 Messages

2 months ago

That's just happened to me now, the want to put me on a payment plan for a free phone. I never heard of this one. They just lost 2 customers

sandblaster

ACE - Expert

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45.9K Messages

2 months ago

@Fritzmond1985 That’s how all free phone offers work. That’s the way Verizon and T-Mobile do it too. The whole idea of the free phone is to keep you as a customer. They don’t do contracts anymore so the payment plan is how they keep you. What would stop anyone from taking the free phone and then leaving if they didn’t do that?

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.

New Member

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2 Messages

2 months ago

I paid both phone and they want to put me on a payment plan for the phone that i already paid.

sandblaster

ACE - Expert

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45.9K Messages

2 months ago

@Fritzmond1985 That makes no sense. Why would you pay if the phone was supposed to be free? There is obviously more to your story than you are sharing. If you got a buy one get one deal, both phones must be on payment plans to qualify for the deal. 

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

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81.4K Messages

2 months ago

@Fritzmond1985  did you pay sales tax?   Sales tax is due upfront per state law in 47 of 50 states.   Sales tax is not close to the retail cost.

Did you read the deal requirements? 

It ALWAYS requires installments or deal is void.

🐾 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.

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