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

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.

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.

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

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.

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.

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.

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.

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

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.

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.

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.

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