ATT "can't find" the promotion I was promised when I added a line!
I just spent an hour on the phone with customer service... where my issue was escalated to a floor manager, who promised me that he'd call me back from his own office in 2-5 minutes. That was 30 minutes ago...
On December 2, 2016 I added a line to my account for my daughter. Even though EVERYONE else on our account has iPhones, I decided to use the LG K10 ONLY BECAUSE there was a promotion that it would be "free." The condition was that I had to sign up for AT&T NEXT. It stated that the payments on the phone would be credited. I assumed that these credits would appear each month, along with the charge. Wrong.
On December 9, 2016 I get the first bill, showing the monthly phone payment of $6.25 and no credit. I contact customer service via Live Chat. The representative confirms the promotion that I received and says that I will see the credits on my account in 1-2 billing cycles. Wrong.
It's now March 17, 2017 and I'm still getting these monthly phone charges so I decided it's time to call and get it straightened out. The representative that I spoke to first (and for 20 minutes) looked and looked and looked and could not find the promotion that I was referencing. I asked to speak to someone else because this MUST be straightened out. I spoke to the floor manager who also could not find the promotion... I am not making this up. Something has to be done. I would NOT have upgraded my daughter to the LG K10 if it weren't promised for FREE. Everyone else in my entire family has iPhones!!!!
As mentioned above, the floor manager said he'd call me back in 2-5 min, but never did. I am at work and really don't have the time to call customer service AGAIN and end up on the phone for an hour!!! UGH!!! I sure wish that I'd have saved a copy of the promotion when I added the line. I never thought I'd need backup to verify... VERY VERY frustrated customer who has been with ATT for 13 years!!!