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New Member

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8 Messages

Sunday, October 25th, 2020 7:33 PM

Has anyone been able to get bill corrections caused by DECEPTIVE DISCOUNT OFFERS?

While shopping for new phones and new service I put 2 iPhones in my cart and it showed a base cost for 2 lines of Unlimited Starter for a base price of $60/line.  I believe there might have been a discount for getting 2 lines, but not sure.  In any case there was no mention of an assumption that I would sign up for Auto-Pay / Paperless billing (I hadn't even seen any mention of a possible discount for this option).  In the course of check-out, I was in an on-line chat with an AT&T rep.  I came upon the option for Auto-Pay.  I asked if this was just for convenience or if there was a discount associated with that choice and was told I would get a $20/mo credit for choosing this.  So, I took it.  When the 1st bill arrives, I was charged the $60/line as originally shown in the shopping cart, but, the $20 monthly credit was listed as having been applied to reach the $60/line/mo price.  This is not how it was presented in the shopping cart.  Conversations with supervisors via both phone and on-line chat has resulted in no relief and no interest in my screen shot of the shopping cart.  They just say I've got all the discounts I can get.

Has anybody had any success getting AT&T to abide by the offers they present?

ACE - Sage

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117.6K Messages

4 years ago

 Its in published offers online.  And they all do it.  Verizon has a $10 discount also.  
The published prices INCLUDE the discount.  Without it its $70 per line for 2 lines.

(edited)

ACE - Sage

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117.6K Messages

4 years ago

Online tool

Your base plan should be 120 for 2 lines.

New Member

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8 Messages

4 years ago

Thanks for the reply.  I'm not at all sure I used this same tool when I built my order.  There was a Special Offer for the iPhone XS that started my research.  I see on this page the fine print at the top of the page, but, not noted at all in the highlighted boxes with bolder type.  I do know that it did not appear in my shopping cart when I built my order (have a screen print).  As I mentioned in my on-line chat with AT&T, it was at best deceptive or well hidden and at worst ...

ACE - Sage

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117.6K Messages

4 years ago

Since the cost in the tool is the same as your quote, $60 per line for 2 lines, the tool worked correctly.  
The only prices honored are the ones that are published online, which are correct, and which agree with the quote that you mention in your first post.  

ACE - Sage

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117.6K Messages

4 years ago

I went through a “purchase” as new sign up.  


If you click on ‘no thanks’

New Member

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8 Messages

4 years ago

Again my path for this purchase ran from a special offer on the phones, to the Cart, to the purchase process.  When I was in the purchase process, the "base" price was $60/line.  I did ask in an ongoing on-line chat during the purchase whether or not Auto-pay provided a discount, so I clearly hadn't seen the page you printed above because it clearly states there is a $20 discount. Based on this view, I would have expected$20 off what I saw as the "base".  Had no reason to hit "No Thanks" or choose not to take the 'additional' discount.

I do appreciate you trying to make this make sense to me.

BTW, How do you interpret the section above that says "AutuPay and paperless billing" and "Remember to sign up for both to save $40 each month"???

This sounds like $40 off $140 ($70 X 2) or net $100  Exactly, what I was expecting.

Again, I think AT&T makes a concerted effort to bury important information and present a confusing (at best) offer.

Thanks again for your effort and interest.

I'm beginning to feel the best I can do to feel any satisfaction with this transaction, is to spend the next 30 months freely sharing my opinion of AT&T with anyone I encounter who might be interested.  I might not get the money I feel I deserve, but perhaps it will cost them 5 -10 times the cost of doing the right thing.

ACE - Sage

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117.6K Messages

4 years ago

Dont know why $40 would show for 2 lines unless you select Elite plan with a Fan discount (I have one, but went for sign up as new customer).    Glitch maybe? 

All anyone will tell you is the online price tool is correct. 

ACE - Sage

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117.6K Messages

4 years ago

I played around that I was able to reproduce the $40 error by editing my cart and removing a phone and changing the plan and then adding a different phone. However my cart still shows only two lines.   Prices are inaccurate as well.

   Somehow it does not know how to do basic math. I have made a post to the community manager that they need to take a look at this

New Member

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8 Messages

4 years ago

Thanks again for your efforts.

I felt like 'customer service' was treating me like I was stupid or crazy.  As you mentioned, they will just keep telling you the bill is correct regardless of what you were shown on the website offer.  I guess they think they are infallible, or if not, you just have to live with their mistakes or misrepresentations.  Who knows?  At least now, I better understand the pointed jokes about AT&T service.

ACE - Sage

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117.6K Messages

4 years ago

And customer service is correct, your bill is correct and there will be no change other than AT&T correcting a bug in their ordering system. The published prices are correct and those are the only prices AT&T will honor.

The most you will get is a thanks on this thread for bringing a bug in the system to their attention.

A $10 credit per line which reduces your monthly charge from $70 per line to $60 per line should appear on your bill

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