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d13
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New Member

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20 Messages

Thu, Jul 2, 2020 9:24 PM

AT&T denies my BOGO plan exists, what do I do?

I did a buy one get one free wireless phone plan in April 26 2019 at a Best Buy. The condition was that I have an AT&T internet service which I do and we were to receive a GS10e phone for free (which I thought we had).

 

The -$16 monthly rebate has disappeared from our bill. After 2 hours on the phone with AT&T they deny such a BOGO offer ever existed. AT&T claims that only a buy 1 get one half offer existed (which they claim they have fulfilled). When I offered to send a picture or post an image to a 3rd party website of our contract, manager AM550H refused to view the documents. She informed us that we have to mail all of our documentation to corporate and would not give an estimated response time. At this point I feel like it is easier just to file in small claims court. 

 

Here is the flyer for our BOGO deal https://imgur.com/a/TFEwpMd

 

Anyone have any suggestions on how I should proceed?

 

Thanks,

Barry

 

Former Employee

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1.6K Messages

1 y ago

Well you can't just take them to small claims court per the terms and conditions you agreed to at activation. Did you start getting the credits and them they were removed later? Your post is not clear on that. If you were getting the credits and they were recently removed their could be a couple of reasons.

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

d13

New Member

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20 Messages

We received credits for an amount that would be half the phone and they have now stopped. AT&T denies that a BOGO free offer ever existed and believes they have completed their obligation. AT&T denies that _any_ BOGO free offer existed in the months surrounding that time period despite the Best Buy flyer saying last updated 3/29.

Former Employee

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1.6K Messages

My next questions would be exactly what @lizdance40  asks below. Also, have you ever been late on a payment? That would void the promotion. The promotional job aid you posted states it requires a new line of service. Did you add a new line or were you a brand new customer at the time?

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

d13

New Member

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20 Messages

Yes, I got a new line as per the contract. We have autopay, we were never late.

ACE - Sage

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90.3K Messages

1 y ago

 If you paid off the phone, or changed your plan, or canceled your home services that would void the deal.

What changed? 

d13

New Member

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20 Messages

After 3 people on the phone...

 

1) My wife had wanted to travel internationally. She wanted to get a SIM card and asked how to do that. She was informed she must pay off the phone, when she asked if that would affect our BOGO or ineternet/wireless bundle deal she was told "no".

 

2) The rep said that is why we lost the -$16 a month, so my wife wanted to talk to a manager. The manager informed us that the -$16 a month refund was completed successfully and that the timing appears to be coincidence. The -$16 refund hit 50% at the same time she paid off the phone, it's just coincidence.

 

3) We were like what do you mean the refund is complete, it's suppose to be BOGO free. So she's like "no, it's a BOGO 50% contract". She looks through and says no offers in the months prior or after the contract did a BOGO free offer exist. She then refused to view our contract.

Former Employee

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1.6K Messages

Paying off the device is exactly why the credits stopped. Sorry this happened to you. The promotion requires that both devices remain on the Next Installment plan for the 30 months (or whatever time period you selected)

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

d13

New Member

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20 Messages

I see nothing in the contract about ending the credits if a line is paid off. I see If the line Buy One or Get One is paid off, credits will continue as long a the line remains active. I do however see the arbitration agreement.

Former Employee

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1.6K Messages

You asked so I am just telling you the reason why you are no longer getting the credits. Both wireless lines must be on same account, on an installment agreement, active, and in good standing. Written is going to override verbal.

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

ACE - Sage

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90.3K Messages

1 y ago

Unfortunately, every deal requires you pay out all installments to get all credits.  Paying off the 'get one' phone voided the deal.

All promotions work this way. 

d13

New Member

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20 Messages

She paid off the "buy one" phone, not the get one phone.

d13

New Member

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20 Messages

This question was explicitly asked of the service rep when paying off the device, don't they record the conversations?.

 

So it looks like I have to write a dispute.

ACE - Sage

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90.3K Messages

Your photo shows all of page one and the top of page 2. Where's the rest of page 2?

 

You can try a dispute but AT&T can turn you down. Whether you read or understood all the conditions of the installment and promotion agreement is irrelevant.  the written agreement holds and any verbal does not

Recordings are done randomly and are for training purposes as you are notified. They are not for you, and are not available to you.

 

(edited)

🐾 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 2021 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.

Former Employee

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1.6K Messages

Both phones must remain on the installment plan. Feel free to visit https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Wireless-BOGO-Offer-Jan-April-2019.pdf

 

You can see on the third page it clearly states-

 

• Both lines must remain active, on eligible installment agreement, and in good standing 

 

*Get-one line must remain in good standing on installment agreement with eligible service for the entire term of the installment agreement.

*Buy-one line must remain active with eligible service for the entire term of the get-one line’s installment agreement

 

I cannot tell you why someone else told you something. Calls are records at random for quality and training purposes only. Like I stated previously written overrides verbal.

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

(edited)

d13

New Member

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20 Messages

That is actually just 1 page, it has a weird black bar as a footer

d13

New Member

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20 Messages

1 y ago

Just got off the phone with corporate. They credited my account with the amount they owed me.

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