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?

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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)

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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.

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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.

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

So let me see if I have the sequence correct...

1) I dispute, they can turn me down

2) 30 days later I can Consumer Demand for Arbitration before the American Arbitration Association

I assume that the customer reps make written notes of the calls? Can I request to see those?

The link? It opens up perfectly fine for me.  Notes are required to be put in the system when a customer calls, correct. No you will not be able to get a copy of the notes as they are property of AT&T.

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I see the clause about both lines on installments in the document your provided a link to, but that is not my paperwork, that is a summary I have never seen.

I am completing a dispute form, how long do I wait before requesting arbitration?

Looks like I can take still take AT&T to small claims court because my claim is sufficiently small =D

You are bound by an arbitration agreement. You cannot sue. Complete the dispute form you found. That will be sent to OOP. They will contact you.

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The paperwork I signed says I can...

https://imgur.com/LL8BJx5

I have filled out the notice of dispute, but I will choose small claims court over arbitration every time if it comes to that.

You have to start from number 1. 1. states AT&T and you agree to arbitrate all disputes and claims between us. This agreement to arbitrate is intended to be broadly interpreted. It includes, but is not limited to:

• claims arising out of or relating to any aspect of the relationship between us, whether based in contract, tort, statute, fraud, misrepresentation or any other legal theory;
• claims that arose before this or any prior Agreement (including, but not limited to, claims relating to advertising);
• claims that are currently the subject of purported (Edited per community guidelines) litigation in which you are not a member of a certified class; and
• claims that may arise after the termination of this Agreement.

You can do what you want but trying to jump to small claims court is not going to benefit you. Again, written overrides verbal and the terms and conditions for promotions are listed on their website for everyone to see and review. That is why the are there for the public to read, they are not hidden for that reason. All you have is a rep supposedly telling you something that was not true. AT&T has written terms and conditions that you agreed to. I have helped you as much as I can with facts on my own time. If you feel your best bet is to try small claims court go ahead.

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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

I'm gonna be the Debbie downer.  AT&T will show up to either small claims or arbitration with the written offer, which pounds your feelings and a supposed verbal OK to dust. 

It won't matter that you're the sympathetic little guy, and they're a multi million dollar corporation.   Either is decided on evidence, which you don't have.  

    Your best shot is the written dispute and a Better Business Bureau complaint.   If they feel bad for you, they may credit just to be nice and keep you happy.  

     If you put them through arbitration or small claims they won't give an inch.  AT&T has the upper hand.

The language in your original signed paperwork that you posted says, "customer receives bill credits over the installment agreement term".   You have no installments, term over, credits stopped. 

Good luck

I am still not finding the clause that you guys are pointing to about "customer receives bill credits over the installment agreement term", but it's possible I am overlooking it in the 10 or so pages of contract.

I did find this though...

https://imgur.com/a/DunlMjr

"If the Buy One line is paid off early or upgraded, bill credits will continue on the get one line"

But is that for your promotion?

AT&T has been having phone promotions since December 2015. The requirements change all the time.  

This is in the link @Lockdowncraziness  supplied 

The promo link LOCKDOWNCRAZINESS provided references a Samsung promo that was for part of Feb and Mar 2019, but not April. (https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Wireless-BOGO-Offer-Jan-April-2019.pdf).  According to page 9 of the 13 pages in the link: 

Samsung BOGO: Maximum credit $1000 (March 22-31, 2019). Samsung Galaxy S10e for free. After up to $750 in credits. Get Galaxy S10e 256GB, S10, S10+, Note9 for up to $750 off (priced up to $1600).
Samsung BOGO: Maximum credit $1000 (February 21, 2019 to March 21, 2019). Samsung Galaxy S10e, S10, S10+, Note9 (priced up to $1600). After up to $1000 in credits, get Galaxy S10e, S10 128GB, S10+ 128GB, Note9 128GB for free. Get Galaxy S10 512GB, S10+ 512GB, S10+ 1TB, Note9 512GB, for up to $1000 off. 

--ATT cannot be relying on this summary of Feb-Mar offers to justify your account billing for a phone purchased in April. 

--Ask ATT for a link or copy(s) of the offers in effect when you bought the phones (I did a buy one get one free wireless phone plan in April 26 2019 at a Best Buy).

--If the ATT offers do not match the Best Buy flyer on which you based the purchase, take both and direct your quarrel to Best Buy.  Best Buy's misunderstanding of the ATT offer resulted in Best Buy misrepresenting the offer to you.

I looked through the offers linked and I don't think any of them are my contract. Here are the 3 pages of my contract. If I can figure out what promotion this was, then I can figure out the dates offered, and then I will know who to pursue legally.

https://imgur.com/g7Mmxjc

https://imgur.com/9zwvVpA

https://imgur.com/N6JgZiz

I would like to point out that many of you are operating under the assumption that the payoff is what resulted in the loss of rebates (which seems the most likely scenario to me as well), but manager AM550H explicitly said that was not the reason and that I had a buy one get one half off deal only. I can't even get a consistent story from AT&T which adds a layer of obfuscation to this whole issue.

I would like to thank all of you for being more communicative and informative than the AT&T phone lines.

@d13  Looking at your Next Installment agreement the monthly charge for the equipment is $31.25 and you were getting a $16 credit. So that would be a buy one get one half off and not a buy one get one free. Sorry it is a bit confusing not having your actual account to look at. The promotions job aid paper.....was that given to you by the Best Buy rep or did you find it online? Is there a date on it? There has to be a reason why the credits ceased, so we agree the logical reason is one device was paid off. But the job aid you posted shows that should not be the case. 

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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.

@d12  Take a look at this one. I think this is what you have. Did you change your price plan? This says you have to be on a mobile share plus or unlimited & more plan. It also says this:

Both lines for your wireless service must remain active, on eligible installment agreements, and in good standing for the full term of the agreements(24 or 30 months) for all credits to be applied.

‘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. 

So that is a bit confusing. It says they must both remain in active installments but then says the buy one must remain active with eligible service for the term of the get ones installment. Which it is still active right? I think you just paid it off. It also talks about having AT&T internet and if you do you would be eligible for the BOGO. Is your wireless and internet accounts combined?  

https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Hybrid-BOGO-Offers-Jan-April-2019.pdf

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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.

Like I said, the AT&T manager adamantly refused to look up our contract or view images of the one I have (honestly, she was absolutely 0 help and completely uncooperative). You keep linking these offer summary sheets that I have never seen and do they also do not contain the clause about "if ... paid off early ... bill credits will continue."

My three pages do not have a date but I have an installment ID number that I assume is linked to a date. These 3 pages say credit sale contract across the top and are the sheets we got at time of purchase.

We have a mobile share plan and we have AT&T internet. When on the phones, the first lady said we have an AT&T wireless account and an AT&T internet account, but my name did not exist on the internet account (because it was in the wife's name) and then we added me to the wireless plan at the time of purchase (both our names are on that one). I do not know if that means they are "linked" or not.

It sounds like I need to call AT&T yet again and get some clarifications. What specific things do you think I should inquire about?

@d13  The promotional links I am posting are easily accessible by doing a quick google search that links to AT&T's website. The one I listed is for the time frame you activated. They do not have to give you a paper copy, unless you ask. Also, wireless accounts are only in  one persons name that is attached to that person social security number. Your name can be added as an authorized user, but that it is. All the specific are in there you just have to read through it. 

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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.

The link lockdowncraziness provided looks like my deal. In the link there is some weird phrasing...

"Both lines for your wireless service must remain active, on eligible installment agreements, and in good standing for the full term of the agreements(24 or 30 months) for all credits to be applied.

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

o ‘Buy-one’ line must remain active with eligible service for the entire term of the getone line’s installment agreement. "

We elected for the 24 months.

It says both lines must remain on eligible installments, but then the clarifying statements on the get-one line explicitly states an installment agreement (which we never requested any changes to my phone). The clarifying statement for the buy-one line only states that it must be active with service (not on installments) and we have not ever discontinued service on that line.

Regardless, my contract (which I posted images of) explicitly states the Buy-One line can be paid off and the credits continue.

Do you know if my contract's installment ID is something that AT&T can look up or is that Best Buy stuff?