After 15 years of service...

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@jenad81 wrote:

I am absolutely livid. I'm currently on hold- call timer at 1.5 hours, and this is my 5th phone call. We bought phones through a buy one, get one promotion. We were told to wait 2-3 billing cycles to start receiving the credit. Well, that was October. I called in December, in January, in April, and twice in May. I am being told that our billing zip code doesn't qualify for the promotion. Our primary place of use qualifies. I was told in January that since we were military, our zip code doesn't matter anyway, but that's irrelevant, because our primary address DOES qualify. The case was escalated, and, once again, they only looked at our billing zip code and denied us. Now, Marvin, a billing supervisor, basically tells me too bad, I won't get the promotion, the answer won't change no matter who I talk to after I had asked to speak to someone above him. He transferred me back to the very beginning of the customer service line. Hopefully AT&T customer service actually reviews the recordings they warn us they are taking, since he was rude and kept interrupting me while repeating the same thing over and over, no matter what I asked. The bottom line for me is this: the Olympia, WA store sold us two phones. We will end up paying over $2,000. They sold us these phones under a promotion that they, of course, made sure we qualified for. If we didn't qualify, we would NOT have purchased these two phones. Now I'm being told that we won't get the promotion. To me, this is a bait and switch. How would we know that our billing address wouldn't qualify?? That's not my job to know- that's the store's job! But no one wants to take responsibility. The store assured me that we qualified when I called them in January. The "Loyalty" department isn't even looking into our account. They are just looking at our post office address and saying we don't qualify. This doesn't even make any sense. I don't stand at the post office and use my phone. I use my phone at home, which does qualify. Fifteen years of loyal business, no problems ever, and now I'm being jerked around and disrespected by a supervisor.

 

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If you didn't meet the requirements for whatever reason, calling over and over again and having multiple reps tell you the same thing isn't going to change that. It's just going to make you madder and madder.

You can file a complaint with the BBB. They will forward it to AT&T and you'll usually get a response from the AT&T Office of the President. If there's is anyone who can give you a break on a promo you didn't qualify for, that would be who it is. 

When did you add lines and buy phones?    

The only thing regional near Olympia was last summer.

https://www.att.com/esupport/article.html#!/wireless/KM1265434?gsi=b2takl

Regular BOGO offers here:

https://www.att.com/esupport/article.html#!/wireless/KM1236446?gsi=b2rs86

Any other offers last year required both new lines and TV service. 

   Unfortunately if there was no offer, or you didn’t meet qualifications, At&t doesn’t owe you credits.  You might take it up with the store.  (FYI 1 of 3 stores in Olympia is actually an At&t owned store). 

@jenad81 , I wish you the best of luck, but I wouldn’t hold your breath. If it doesn’t happen, go to the BBB or FCC. 

It was in October. We did qualify and were owed the credits. A supervisor called me this week and told me that our zip code was a qualifying one and the person that had evaluated our case was new had received some “retraining”. She had taken a short cut way to search zip codes instead of looking at the list herself. 

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@jenad81 wrote:

It was in October. We did qualify and were owed the credits. A supervisor called me this week and told me that our zip code was a qualifying one and the person that had evaluated our case was new had received some “retraining”. She had taken a short cut way to search zip codes instead of looking at the list herself. 

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What she means is you were told you did qualify, when you did NOT.  Offers are by billing zip code, which is in the computer and would have automatically given credits.  Looking at the list would have ruled you out.  

As long as you get credits, I suppose it doesn’t matter to you. 

Okay, put your logic to work on this:

    Given that the entire promotion is checked by computer, and if you meet all qualifications including your billing zip code being on the list.  How does what you wrote make sense?

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@jenad81 wrote:
Quite the opposite. Our zip code WAS on the list, but their quick shortcut didn’t work to pull up the entire list. We DID qualify and we WILL get our credit. The supervisor explained the situation to me and explained what happened.

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Nope.  That feeling is smoke up your skirt.  

The deal is entirely computerized.  It looks for all the requirements, phones, dates, installments, and for local deals - billing zip code.

The sales people do NOTHING  to affirm the deal.  Zip, zero, zilch.  They don’t add a code, check a box or push a button.  They DO NOT need to check zip codes. The zip code on your bill is checked by computer.   The only reason to “look up the zip code” is to see if yours is on the list.  The only way NOT looking at the list screws the deal, is if yours isn’t on it. 

   Again, I suppose it won’t matter if you get credits.   If it comes lump sum ⤴️