For the mom who gives us everything - Mother's Day gifts that connects us.
Need help understanding your bill?
UserNo100's profile

Contributor

 • 

5 Messages

Friday, February 10th, 2023 1:02 AM

Closed

AT&T is committing consumer fraud. We were deceived into 'Buy One, Get One Free' Promotion for Apple Watch

We bought an Apple Watch for my daughter and the AT&T store representatives insisted we take the promotion for a 2nd free watch 'because it was free.'  They also told us we didn't have to activate the 2nd watch if we didn't want to use it.  Come to find out months later AT&T has been charging us for the monthly service, including service charges, taxes, and surcharges, even though we never activated the device for service, AND they've been charging us monthly payments for the device.  Even worse, when we requested to cancel the service for the 2nd watch, we were informed we had to outright buy the 2nd watch and would be immediately billed for the balance of the device.  

To add to our frustrations, we visited the store in person because their rep told us to come together and switch the account into my wife's name because she is a nurse and we can save 25% off of our monthly bill.  When we visited the store together however, the story changed.  The savings that were promised to us while we purchasing a new phone / phone line were not as promised.  First of all, no one wanted to help us because it was a discount transaction (vs upgrade.)  Then once we were passed around to a rep that finally 'helped' us, he could only save us money by removing services such as personal hotspot and HBO Max.  And to remove the personal hotspot he told us our service would be much slower and would be throttled back.  Even after taking these services off, we would have only saved 8% off of our bill.  

This is consumer fraud and unacceptable.  AT&T needs to be held accountable. 

Accepted Solution

Official Solution

Community Support

 • 

231.5K Messages

1 year ago

That's not the in store experience we ever wanted you to have. We want to help clear up what's going on with your Apple Watches @UserNo100 , as we understand how confusing this can be.

 


What our ACE said is correct. Our current BOGO for Apple Watches give you a maximum of $330 off in credits, which will be broken down and applied into 36 monthly installments on one line's installment plan. This is why credits are only being applied on one smartwatch, and only for the device cost.

 


The promotion credits don't cover the plan cost for the promotional line, nor are they applied to the other smartwatch that was bought at the time of purchase.

 

 

We hope this clears up and confusion about this offer. If you have any other questions or concerns, please reach back out to us. 

 

 

TT, AT&T Community Specialist

ACE - Sage

 • 

117.1K Messages

1 year ago

Sounds just like every other deal for a free device that all carriers offer. You may get the device for free but you still have to pay for service. Didn't you read the paperwork that you signed?  It spelled it out.  And somewhere in there it would have informed you that you had two new phone numbers one for each new watch.

Contributor

 • 

5 Messages

1 year ago

We actually didn’t get the second device for free as advertised. This is consumer fraud. 

ACE - Sage

 • 

117.1K Messages

1 year ago

Are you also receiving a corresponding credit? Again that's the way all the promotions work. Like all the free trade-in devices they advertise right now. There's always a charge and a corresponding credit. 

The agreement you signed would have looked something like this:

https://www.att.com/devices/apple/apple-watch-series-5-40mm.device_legal.xhr.html

Did you read what you signed?

Contributor

 • 

5 Messages

1 year ago

Credit is only partial and doesn't cover the monthly service, taxes, and device charges for the device we never activated, and the device we told them we didn't want.   The fine print of these agreements does not absolve AT&T employees from lying and intentionally deceiving consumers. 

ACE - Sage

 • 

117.1K Messages

1 year ago

Credit only covers the cost of the device up to a certain limit. I believe $300 or $350, or the cost of the least expensive smartwatch. It does not cover service. Again did you read the document that you signed? If you signed a document agreeing to the new line for the watch and paying for service, you don't have much of a leg to stand on. It's a legal document. You should always read anything that you sign.

Contributor

 • 

5 Messages

1 year ago

@ATTHelp how does AT&T justify charging consumers for devices that have not been activated?

Here are my monthly service charges...

Plan: $10

Company fees and Surcharges: $3.93

Gov't fees and taxes: $2.08

Monthly Total $16.01 / Annual Total $192.12 / 36 Month Term Total $576.36

Also for reference, there is a monthly credit of -$5.56 towards the equipment charge of $9.17.  Which by the strict rules of traditional math does not equal 'free.'  It equals a cost to me of $3.61 Monthly / $43.32 Annual / $129.96 36 Month Term Total.  

So this 'Free' watch which hasn't been activated actually costs the consumer $706.32. 

And while you say "this is not the in-store experience we ever wanted you to have," our in store experience was in fact the definition of consumer fraud.  The representatives at the AT&T Store in Mokena Corners at 11244 W Lincoln Hwy Mokena, IL 60448 told us to take the 2nd watch because it was free and we would not be charged for monthly service if we did not activate the device.  So if you are saying this is not the experience AT&T wants to deliver to the marketplace, you should both take corrective action with that location and also credit my account for all charges related to this device.  Thanks

Former Employee

 • 

2.6K Messages

1 year ago

What do you mean how do they justify charging for a device that is not active?You have the device therefore you pay the charges. It’s up to you if you want to activate it or not. 

Community Support

 • 

231.5K Messages

1 year ago

Hi there @UserNo100, we're here to assist with your Apple Watch promotion.

 

Let's meet in a Direct Message by locating the chat icon next to the bell icon in the upper right-hand corner of the forums page.

 

In the meantime, please gather your account information in order to provide a more private setting to glance over your account.

 

We look forward to assisting you soon.

 

Ashley, AT&T Community Specialist 

New Member

 • 

1 Message

11 months ago

I agree with your frustration, I was told the same information regarding the buy one get one watch promotion. I too found out too late after I signed for the watches, The representative did not mention that I was only going to receive a partial credit for second watch, all that was mention was that it was free.

WELL! low and behold the same facts you came up with the dollar amount its costing you are all the underlining charges on mine too.

Its not so much paying for it, or hindrance financially, but I do feel cheated and taken advantage of by the representative who I trusted that falsely spread inaccurate info to make a sell. 

Its my own fault for trusting something too good to be true, I will gladly pay for watches, I'm not happy about it and I will never fall for a promotion/ false advertisement again without understanding all the details and fine print. ATT has been the best service so far, but they let me down on this one.

Only recommendation - train reps to understand promotions and give correct straight forward info when dealing with customer.

So, just saying I feel your frustration, your not alone! Be blessed

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.