"Free phone per line" Holiday Offer was NOT free!
In January, 2020 I was offered a "Holiday Special" of get a line/get a phone. I was told this was an extension of an offer made in December, Buy one get one. And, she told me she would waive any fees. So, I added 2 lines and asked for an iphone 8 and a Samsung phone. I specifically said I had a Samsung 8 Edge and did not want a downgrade, and the customer service agent (CSR) assured me it was not a downgrade they were sending me. However, I received an A10 or something similar, NOT an upgrade by far! So, I sent the phone back with a note. Since this phone was supposed to be a separate line that I needed ASAP I went to the AT&T store to explain to them what was going on. The agent there "gave" me an S10 phone, but I did not realize he was opening a new line! So, I now have 3 new lines I do NOT use!! (It is very easy to see there are no calls or texts, etc. on these lines!!) All because I thought I would get 2 "free" phones. Well...I'm being charged for the phones via installments! On top of that, I was told I would get $10 off PER LINE if I signed up for Auto Pay and Paperless Billing. Well...No discount and I am now paying installments on phones that were SUPPOSED to be free!! I have tried for MONTHS to get this resolved, each time being told I would have a Supervisor call me, and each time being told by agents they could see the "notes" specifying what happened with the AT&T store, etc. BUT...on this last call I was told there are NO notes except for what I said (NO notes on the CSR!!!) That isn't even legal!! I am at the point of not only cancelling ALL my 8 lines with AT&T but of taking this to Arbitration, because I was told in order to get out of being with AT&T/go to another phone service I would have to PAY the full price for BOTH phones, and I never pay full price for anything! I am so disgusted and disappointed with AT&T whom I have been with for decades! What a mess! AND...it's also now a matter of principal since - there are illegally "no notes or recordings" of these incidents - I am now practically being called a liar that these free phones were even offered! I know you are short of people because of COVID, but come on! Is decency and fairness DEAD at AT&T?? What.the.heck! Please! Somebody who can do something get back with me ASAP! I expect to have my original offer given for the buy one get one OR to be able to remove these lines and return the phones!! Also, I cancelled autopay and paperless billing tonight because I want to have a paper bill from now on! My husband just had open heart surgery and has been in recovery 4 weeks with 2 more to go, so that is where my mind has been...besides this COVID mess! Someone, please do what is right and decent and work this out! Waiting...Debra