New Member
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16 Messages
AT&T not honoring promotions
For the past 10 months I have been dealing with a billing issue through AT&T. We signed up online for a BOGO iPhone 11 with a new line with a trade in. I sent in my iPhone 7+ Yet have never received the billing credit for the free phone. We met all qualifications. The whole experience was a disaster, issues with lines being ported over, phones taking weeks to arrive...lots of problems. Then I’m told by AT&T that there was no promotion to honor. For 10 months I have been transferred to about 20 different departments, between 20-30 different customer service representatives, and have gotten nowhere!
2 months ago I made progress. I had a AT&T rep drop off a phone at my home for an upgrade for another line and she tried to help me, because I told her as soon as I can I am out of AT&T. She showed me all the notes on my account. They have lied to me about the promotion, about never receiving my phone, about so much!!! Then I had a representative reach out to me through here, his name was Jacob, I dealt with him and his supervisor for about a month of going back and forth. They finally told me they fixed the issue, would honor my promotion and a credit would be applied to my account from the past 8 months at the time and going forward. This would all take place in 1-2 billing cycles.
Guess what.... once again..., lied to!!! No credit!! I reached out to Jacob as I was told to. The # he gave me doesn’t work!
I have threatened to sue because they have my property, my old phone, and they did not honor the promotion I signed on for, and after lord of research as well as talking with the representative at my home, this is a common practice for AT&T!!
Has anyone had any success with getting a problem resolved through them, and if so... HOW?! I don’t want to pursue legal action but I will!!!! They are horrible to deal with!!!!
Constructive
Former Employee
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32.9K Messages
3 years ago
Your limited to binding arbitration. You can’t sue
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kmmajors1
New Member
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16 Messages
3 years ago
This company’s customer service is a joke! It seems to be quite a trend to not honor promotions. Well, they have my old phone that I have traded it. They can return that or honor the promotion.
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Constructive
Former Employee
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32.9K Messages
3 years ago
Your phone has been recycled. You will never get it back
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kmmajors1
New Member
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16 Messages
3 years ago
And that’s ok???? How do they get away with this?!?! Unbelievable!! They owe me over $300 as of now just from the past 10 months!!!
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spoissant91
New Member
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1 Message
3 years ago
I have had the same experience. In October 2020 AT&T offered a free iPhone 12 with an upgraded line and an eligible trade in. All five people on my unlimited plus line bought iPhone 12s and sent in iPhone 8’s for trade ins. iPhone 8 was listed as eligible trade in for this promotion. Only two lines received the promotional $26.67 per month credit as promised. The other 3 lines only received an $11.67 credit per month. I have email confirmations that all phones were received and when speaking to ATT trade in department they said everything was fine on their end and they don’t know why I am not receiving the correct promotion. I have been trying to work this out with att for several months with run around, pass around and disconnections. Then today they ask me to provide the serial numbers of the phones I sent in for the trade in! What?! Why would anyone know that number? So they say they can’t help me unless I have the serial numbers of the trade in phones that I traded in 5 months ago.
So maybe there needs to be a (Edited per community guidelines) for all the people who are getting screwed by ATT for not honoring their promotions. Now I stuck with a three 30 month contracts with AT&T; a contract they are not even honoring.
I have filed complaints today with the BBB and the Maryland Attorney General. If that doesn’t resolve I guess Arbitration or Small Claims court. Anyone up for (Edited per community guidelines)?
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Pierce24
New Member
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4 Messages
3 years ago
I am currently dealing with the same issue. We traded In an IPhone X for the free IPhone 12 promotion and have been charged 5 months in a row for the phone. After calling every month that we received the bill, they assured me that they've handled the situation and next month we will get reimbursed for the payments we made, and also that we will no longer be charged for the phone. But so far, every month is the same situation and on the phone for 2hrs dealing with it. This will be the last time I ever use AT&T once my contract is up.
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RachelGJ
New Member
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12 Messages
2 years ago
Currently two months into a new contract and having the same issue. Very worried.
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Constructive
Former Employee
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32.9K Messages
2 years ago
@RachelGJ your jumping the gun, promotions and discounts dont start until after the 3rd billing cycle so you may still be good
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RachelGJ
New Member
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12 Messages
2 years ago
That’s not what the salesperson told me, “Constructive.” I’ve been in regular contact with him and he’s never mentioned that timeframe whatsoever. Still waiting for a response, a resolution, and my money back. Take a look around: this forum is full of people who are claiming their promotions haven’t been honored so I think my worry is justified. I “may” still be good? I expect a clear agreement from the outset and then for that agreement to be honored, period.
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QDad
ACE - New Member
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282 Messages
2 years ago
Hello everyone, sorry you are having a less than ideal experience. Unfortunately, your issues are not unique. These forums are rife with stories of terrible experiences in trying to get promotional credits applied.
There are a lot of troubles with the Trade-In program, ranging from oversights in billing to gross negligence (and worse).
The "Trade-In Department" is actually a 3rd party contractor by the name of Hyla Mobile. I would not bother with them, you will never get an email, text, or phone call follow-up to any conversation.
In my experience, the best way to seek resolution is to file a complaint with the FCC: https://consumercomplaints.fcc.gov/hc/en-us
I suggest using a phrase in your complaint title that rhymes with "Perceptive Trade Cactus".
You will likely be contacted by a representative of the Office of the President within a few days and they can apply credits to your account.
Good luck, I hope you get a speedy resolution to your issues!
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