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angelmar_99's profile

2 Messages

Thursday, August 24th, 2023 5:25 PM

Being Charged For Phone I never wanted Because of ATT Store Rep Error

We went in for a Samsung promotion, bring in old Samsung we will replace with new one for free. I had two, so when to an actual ATT store not a authorized dealer.  My sister got her phone replaced with one and also got a watch. Great deal, then I said I had a sim number so I could get the 4 line discount i.e. bill would be the same with three line so basically a free line. Rep advised me to get another line with the other Samsung to replace sim line, so setup a new line and removed sim line, great now i had a nice phone for that fourth line. This was on April 21. Next bill started showing the promotion. I then switch the new line to a starter since really didn't need premium. Asked rep over phone didn't want it to affect my plan, they said it would not. Id loose the 10 off on that fourth line, but that was fine not big price diff $5.  All good. The, June bill and i have lost the promotion. I chat with rep and on chat for 2 hours. They first claimed i gave the wrong phone for promo so that's why it was removed. Then when i explained that made no sense since I was at an actual store not retailer, they changed their tune and blamed it on my switching the plan. At that point i was exhausted and angry said id call back to get this all fixed. 2hours was enough wasted time. Today i called on a 41 minute call for them to research and now say it was because i removed the sim card line. That voided my promotion. Seriously!! I would have never done that. To add insult to injury, they said since I'm pass 14 days I'm screwed  and stuck paying for the phone. The promo was for new and existing lines, my sim was existing, so what ?? Rep should have moved that line with the new Samsumg instead of creating a new line?  Why am i stuck paying for a mistake that a representative made? This was all the reps idea!! I had just brought in the second phone in case one wasn't eligible for the replacement promo. Who can I contact to help? BBB? Why cant AT&T hold their reps responsible for their actions and advice?  Why am I out $1000 on a phone i didnt need to get?

ACE - Sage

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118.2K Messages

10 months ago

then I said I had a sim number so I could get the 4 line discount i.e. bill would be the same with three line

Nope.  There It's never a case we're adding more service cost the same. It might not cost much more but it does cost more. 

so basically a free line. Rep advised me to get another line with the other Samsung to replace sim line, so setup a new line and removed sim line,

Um, why?   This part doesn't make any more sense than the first part. Either you were happy with the price for three lines, or you were happy with the price for four lines. Now it sounds like you went up to five lines, but then remove the line. Which did indeed void the promotion. Makes absolutely no sense.

Today i called on a 41 minute call for them to research and now say it was because i removed the sim card line. That voided my promotion.

Everyone's getting tired of me saying this:

Read the promotions.

Read your bills.

The 90 Day provision is something started by T-Mobile to prevent false churn back in the day when adding a line would get you a free phone. Both Verizon AT&T have picked up this provision. It's not something anyone would expect since existing customers can get a phone deal the same as new customers. But it is absolutely why I say you have to read the deals They are published on the website where anyone can find them.

2 Messages

10 months ago

Nope.  There It's never a case we're adding more service cost the same. It might not cost much more but it does cost more. 

 *** I had 2 lines startes 45$ one premium $60 when i got the sim it reduced each line $10. Sure i have taxes on it but i beleive i was only paying $5 more., so yes, it ws worth it for me**

Um, why?   This part doesn't make any more sense than the first part. Either you were happy with the price for three lines, or you were happy with the price for four lines. Now it sounds like you went up to five lines, but then remove the line. Which did indeed void the promotion. Makes absolutely no sense.

I was happy with the price of 4 lines, he advised me to get the replacement, so i would basically get a phone for sim line which didnt have it's own phone. 

I went to the ATT store vs an authorized dealer so i wouldnt be mislead/baited. Ive had bad experiences at "authorized dealers" not knowing the rules for ATT. I made an appoitment and this is an official store, so I trusted them. Do they get commision on new lines vs exisiting? This has to be the only reason he baited me. 

ACE - Sage

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118.2K Messages

10 months ago

so i would basically get a phone for sim line which didnt have it's own phone. 

So why didn't you?    Absolutely no reason to add a line when you already had an existing line. 

Representatives get commission for keeping customers and signing them up under a long-term deal. Made absolutely no difference whether it was on a new line or not. 

At least not to him.

Since stores supposedly cannot cancel a line, how did the line get canceled?  

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