After 15 years of service...
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.