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Thgetg9700's profile

New Member

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6 Messages

Saturday, January 7th, 2023 10:12 PM

Misrepresentation (lies) to get my business

For the past few months, I have been promised my bill would get straight.  I signed up (new customer) under a promo and now they refuse to honor it.  I am suppose to be getting $800.00 credit (x2 lines) over 36 months.  I have emails from the rep that are clear telling me the (promo) deal. After our 1st conversation and agreement to sign on, we switched to conversation through email. Clear emails where this rep is telling me EXACTLY what I signed up for.  I wanted to make sure I understood.  I followed up with several reps since (& a couple managers) & even sent in a few of the emails that were exchanged with me and the original representative to show proof.  They all said, they would make it right.  Today, when I saw my bill still wasn't right I called.  Manager said all he could do was give me a 1 time courtesy credit amount of $22.00.  I was even told today, that the rep can say pretty much anything.  This is wrong on all levels.  

I left a company that now turns out to be MUCH cheaper than AT&T.  I also had 2 great phones (S21s) that I could have brought over & used with AT&T (without getting new phones) but the rep sold me on the $800 promo trade in to get newer phones.  SMH!!  Again, I have emails with the representative telling me all this stuff that now AT&T will not honor.  I signed up under lies.

I've spent around 7 hours of phone time talking to these AT&T folks to get absolutely no where.  

I don't think I have ever dealt with a business as big as AT&T that has ever been this aggravating.  Very shady business for sure!!

ACE - Sage

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117.1K Messages

1 year ago

Nowhere in that post did you say what you signed up for, or why you're being denied credits. 

You didnt say how you traded in your old phones. Whether you got a receipt either for handing them over at a corporate store, or a counter receipt at the post office for mailing them

You had to sign up for an unlimited data plan. 

You didn't mention what plan you're on. 

So here's a sample copy of the fine print that you should have read.

Anything not agree with the promo? 

New Member

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6 Messages

1 year ago

AT&T received older S series phones.  They are not disputing that.  I signed up with a rep. over the phone and then began communicating through email.  He told me of the promo for the $800.00 credit per Samsung trade in.  I have it in email clearly what he was telling me this promo was for. I even asked for a 2nd explanation to make sure I was in clear understanding.  What the problem is.......this promo he gave me ended the day before.  I was not aware of this till 1 month later. Already had new phones and service when I realized there was a problem.  I had received a email stating the credits they were issuing me for the phones (under $10.00).  I then contacted AT&T and that's when I was told I could not be gave that promo because it ended the day before I signed up.  I then forwarded some emails to them showing the corresponding emails between myself and the sales rep.  It was agreed by a manager that AT&T would honor it.  Then the next month, I called to find out why I had not received the credits as I was told.   Had to go through everything again, and then they said they would make sure I was given the proper credits based on all the notes on my account. It did not happen as I was told yet again.   So I called today and the folks I talked to told me they were sorry.  They would give me one 800.00 but not the other.  They were no help at all.  The manager said I could not talk to anyone else above him.  He was it.  

So now I have to pay the full amount for the other S22 phone instead of getting a credit as I was told I would receive. 

Community Support

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231.4K Messages

1 year ago

Hello @Thgetg9700, this is not the experience we want you to have, and we'll be happy to look into your credits with you. 

 

We want to get you into a DM to take a closer look into your promotion. Check the message icon in the upper right-hand corner portion of the page and reply. 

 

In the meantime, gather your account information, as we will ask for it once we are in a private setting. And we will get started working towards a solution together. 

 

Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

Former Employee

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32.9K Messages

1 year ago

How long ago did you sign up? Discounts and promotions don’t start until the third billing period. 

New Member

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6 Messages

1 year ago

I went to talk (DM) to the AT&T person above and it said the link was closed????  How do I talk to someone??

(edited)

ACE - Expert

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27.7K Messages

1 year ago

DMs expire (24 hours?).  If you did not respond in a timely fashion, it is closed.

Hopefully @ATTHelp will send another.

ACE - Expert

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64.7K Messages

1 year ago

Which I believe ATTHelp can’t do on this thread, for some reason. The OP may need to start a new thread to get another DM invite.

ACE - Sage

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117.1K Messages

1 year ago

@Thgetg9700

At no time has there been an expired trade-in promotion that was not immediately replaced with another trade-in promotion that certainly would have accepted Samsung S21 plus phones as eligible devices. In fact S21 would have been an acceptable trade in for any phone that AT&T sells including iPhone and would have met the minimum value quite easily. The phones would have had to be extremely damaged not to qualify.

An S21 Plus in good condition would certainly value even at Book value far more than $10. So even if you weren't on a qualifying plan, your one-time credit on a non-qualifying plan would be more than $10. Something is very wrong

And since you indicate you have more than one line you cannot possibly be on the unlimited Value Plus plan. But if you were put on the 4-dig plan, that plan does not qualify.   You would have to be on an unlimited plan, the starter plan being the minimum.

Very wrong... 

New Member

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6 Messages

1 year ago

I did not trade in my S21 phones.  I traded in older S phones as the representative told me to do.  The promo was for any S series phone, any condition.  They also did replace the promo I signed up under (or thought I did) with another promo that was trade in value for the worth of the phones..which was very little.  I was told I would get $800.00 credit for each samsung line/trade in phone.  I also do have unlimited  for each line.  I pay the higher price for each line because I was thinking I would use the hot spot, but so far I've not used it.  

(edited)

New Member

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23 Messages

1 year ago

https://consumercomplaints.fcc.gov/hc/en-us

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