Credit For $700 on promotion

I bought that phone and service last year in October at the AT&T store at 3551 Preston Rd

Frisco, Texas. Sales rep is John Maxwell. I texted him back in November to explain when I could start to see the credit. He said in 3 billing cycles. Text him again March 4 asking why I haven’t heard or seen the credit. Again texted him March 11. Again no answer. So I called AT&T last month in April. They were checking into it. I then called again last week. Just to find out he never put one in for me. I called him and he checked and then said I didn’t qualify because of his mistake. He also messed up when we signed up for Direct TV. They need to educate there sales people on these promotion.

Hi @marktodd53157,

We are sad about your experience. We want to help.

We are curious to know if the agent that assisted you was one of our in-home experts or you met him at the store. This information will help us know the specifics of the offer. Also, were your services (wireless and DTV) set up as unified/combined billing account or are they individual and separate.

We'd also like to know what specific device you purchased.

Please reach back so we can assist further.

Doyin, AT&T Community Specialist.

the agent was a sales person in the store that helped us. I wanted to switch services from Verizon to AT&T because my husband had switched. I saw a promotion that you all were offering at that time to trade in your iPhone for a new iPhone 11 for the $700 credit, when I called to see where my credit was I found out that I got a $140 credit for my phone but on my receipt from the store it has $0. Direct Tv was not in the offer. We have Direct TV at our lake house in Missouri and have had direct in our house in Denver and business in Texas for many years, 14 in Denver and 5 at our business in Texas. When we moved to Dallas we went with Spectum but were not satisfied, so we also signed up for that service. That offer for the set up was also a promotion with a $200 Visa card. Let’s just say that was also a challenge to get that also from installing to getting what was promised to switching services. It is one excuse after another. These services were separate.

Greetings @marktodd53157,

Thanks for providing us with that detailed information. We'd understand where your frustration is coming from. Do you recall if the sales representative explained to you why you didn't qualify? Besides that he messed up?

Jacob, AT&T Community Specialist

When he finally checked which is 7 months later, said the plan needs unlimited data which I have shared data. He could retroactive the new plan to get my credit but it would exceed the cost of my phone. He texted that to me May 2. Been asking since Jan. When this promotion was to begin. But the contract when he submitted gave me a credit with no promotion. Something is not right. He also admitted it was his mistake. His manager was to call me yesterday, no surprise he didn’t call. I am not going away. He also said I could get maybe Verizon to switch and pay for my phone.