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donutle's profile

Contributor

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2 Messages

Thursday, March 21st, 2019 6:06 AM

Got 2 iPhone XS w/BOGO deal and no credits have been added...

To provide some context, my account has 7 lines in total with 2 BOGOs added in 2018.  The first BOGO went extremely smooth, the bills afterward were exactly as the saleslady said; the credits were added accordingly.  Now the nightmare that began a continuous cycle of extremely high bills with the second BOGO has me questioning my service with AT&T.  I have contacted customer service and made trips out to the store in the mall where I got the deal to get the issue fixed but the bill has remained extremely high despite their assurance that the credits will be applied to the bill.  

 

In late November of 2018, I got a BOGO, 2 iPhone XS for my aunt and brother.  I'll skip past the part where I was mistaken on a data plan which resulted in me losing the grandfathered 15GB plan...and switching to a data plan that charged me $30 per line from the $15 per line on the grandfathered plan (but the thing was, he didn't even inform me on this??? but I understand it's my mistake for being so naive).  That issue has been long resolved as now I am on the $80 15GB plan.  I have spoken with customer service and in the store multiple times, but it has become increasingly frustrating that the bill continues to remain so high.  I understand that credits are applied sporadically (which is honestly so baffling to me as the lady who explained it to me was unable to explain as to why AT&T does this), however, I am still being charged for the "free" phone despite it being 4th month/bill cycle even though customer service keeps informing me that the credits will be applied to the bill after 2-3 bill cycles. 

 

I have looked at the bill in depth, calculating all the charges per phone to get an average estimate that I should be paying per month, but whenever I get the bill, the total looks outrageous.  Like this month, I was expecting to see maybe $350-380 as calculated in the store with the sales guy, but this month it came out to be roughly $400.    

 

Can someone explain to me as to how and why credits work the way they work because my patience is being worn thin because of AT&T

ACE - Sage

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118.1K Messages

5 years ago

First of all total bills don’t mean anything and don’t provide context.  

The $80 plan fee and $15  x 7 line access is a start.   Base plan is $185

Installments on the iPhone XS  start at $33.34, but can be up to $53 depending on model.  ⬅️

So how many phone payments are on the bill?  For how much each?

 

Now the BOGO:   BOGO apply only if you added 2 new lines to At&t.  So Aunt and brother had to come from a competing carrier, or have a brand spanking new number/line.   If they were already using At&t in some way, like one of its MVNOs, they were not new lines to At&t.  

    So where did those lines come from?

 

ACE - Expert

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64.7K Messages

5 years ago

The $80 plan fee and $15  x 7 line access is a start.   Base plan is $185

Suspect that $80 plan is a mobile share advantage plan, so line fees would be $20. Base plan cost would be $220.

ACE - Sage

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118.1K Messages

5 years ago


@sandblaster wrote:

The $80 plan fee and $15  x 7 line access is a start.   Base plan is $185

Suspect that $80 plan is a mobile share advantage plan, so line fees would be $20. Base plan cost would be $220.


Would have to be 10 gig with a bonus, as there was a 10 gig and 16 gig advantage plan.   

Reading the bill would answer a lot of questions 

 

Contributor

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2 Messages

5 years ago

Apologies, here's my individual payments for each line on my account:

Also yes I do have the Mobile Share Advantage 15GB plan so that puts me at $20 per line so $140 for all 7 lines.

(1) BOGO iPhone XS - $69.88 (I had asked for them to take off the insurance but apparently they hadn't...and paying installments of $33.34 on 24month contract)

(2) BOGO iPhone XS - $60.89 (This is the "free" phone that should be have credits applied to but I'm on my 4th installment with the latest bill)

     (1 & 2 are new lines added, both people had no prior phone service)

(3) iPhone 6S - $ 27.55 (4 more installments left)

(4) BOGO iPhone 8 - $27.33 (paid off)

(5) iPhone 6 - $36.32 (paid off)

(6) Nokia Flip phone - $45.70 (it's high bc the installments for the iPhone 6S are applied to this line bc an upgrade was applicable on this phone)

(7) BOGO iPhone 8 - $55.67 ($28.34 per installment on 9/30 installments)

 

The thing is, the terminology and explanation for the credits on my account made it confusing for me to understand what the issue was.  

ACE - Sage

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118.1K Messages

5 years ago

Well 140 plus  the lines added up comes out at $462, you said the bill was $400.  

I’m not sure where then problem is.  

Credits don’t seem to have started on the 2nd line, and the clock might not have started if you paid late or not in full because of the plan change.

 

 

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