New Member
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4 Messages
Refund need on Promotional device(Unfortunately paid remaining balance)
I have been the loyal customer since 2013 and in 2018, I have upgraded my device with promotional offer of buy1 and get 1 free. So, currently, I have 2 lines in my account. Yesterday, I went to nearest AT &T Store and have paid off remaining balance on both the devices (but unfortunately paid for promotional offer device too). Even, the AT & T agent didn't inform about it when I forgot about it and he blindly added total and when I called him after 2 hours he regret about that. The reason that, I had paid remaining amount is to unlock the phone as I have abroad travel plans and I can use it with local SIM's. So, My question, I unfortunately paid off the amount for Second device(Promotional device where the AT&T will be crediting that amount every month till the contract ends). So, can you able to assist in getting that refund of $190.09 of second device?
when I had a conversation with Customer service and store agent, they are saying in different way, The Store agent says that, it will be credited into next billing cycle and Customer service says that, it can't be refund it back and also, the device can't be unlock until the contract ends and also, the second line will be terminated.
Currently, I lost my money by paying to second device and also, failed to unlock the 2nd device until the contracts ends.
Accepted Solution
Official Solution
formerlyknownas
ACE - Sage
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117.2K Messages
4 years ago
Paying off installment is not reversible there will be no refund or credit. When you sign up for a promotion it requires that you keep paying out every installment in order to get credits for the full 24 or 30 months
To put it more simply no installment = no credits.
The second line was also a requirement to get the buy-one-get-one deal, if you cancel it you are no longer eligible and credits stop.
Had you managed your installments and paid online you would have received the warning that installments could not be restored after they are paid off.
AT&T doesn't owe you a refund. Sorry but please be aware of this is also Universal. Other carriers have similar phone deals which also require that you keep the line active and the installments in place for the full term in order to get all of the credit. If you cancel the installments by paying the phone off, or cancel the line you void the deal
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formerlyknownas
ACE - Sage
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117.2K Messages
4 years ago
Link to information
(edited)
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sandblaster
ACE - Expert
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64.7K Messages
4 years ago
This is a customer to customer forum, not customer support. No one here can assist getting your remaining credits or undo paying off that phone. By paying off the “free” phone, you terminated the installment plan. It is possible you will continue to get the monthly BOGO credits but terminating the installment plan will probably end any remaining credits to. There is no way they will simply credit the rest. That would allow you to cancel that line. The whole idea of the BOGO deal is to keep that new line active for the entire length of the installment plan.
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mobilemax
Employee
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797 Messages
4 years ago
Hello,
A “Buy One Get One” offer stipulates at least one new line, with the new line getting a credit “up to $XX amount” spread out as a monthly credit over 30 months. If you cancel the line before all credits, you forfeit the rest. If you pay off the phone early, you will continue to get the credits to reimburse, if the line isn’t canceled. This allows you to then “unlock” the phone for abroad travel, and continue to get the rest of the promotion. Visit att.com/deviceunlock to complete request as soon as a 24-48 hours after pay off date. The only reason you’d dial to get credit is form cancelling service.
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