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vpeoples29's profile

7 Messages

Wednesday, January 3rd, 2024 1:19 AM

Trade in credit after transfer of billing responsibility

Took over billing responsibility. I was told by store employee and customer care that phone promo credits we were receiving would transfer but they have not. 

ACE - Sage

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117.7K Messages

5 months ago

They would transfer if they were attached to your line and your new account qualified for the promotion.

What is the name of the plan you switched to?

If you move to an account that doesn't have an unlimited data plan, Then you would lose the remaining credits.

7 Messages

5 months ago

The plan that I was in was the unlimited extra. When they transferred my lines they put me into the unlimited premium. I did not ask for this but just noticed it. 

ACE - Sage

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117.7K Messages

5 months ago

Unlimited extra and unlimited premium both qualify. Now the only question is was the installment and bill credits attached to your line/number?   

If you had borrowed a upgrade from a different phone line, you would have neither installment nor upgrade credits.  

Installments and bill credits should happen on the same day of the month as on the previous account.

7 Messages

5 months ago

Yes, the installment credits were on mine and my daughters line which were the two transferred. We both traded in phones. We just completed the billing responsibility, does it take awhile to show up? 

ACE - Sage

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117.7K Messages

5 months ago

Credits would show up on the same date it was showing up on your previous account.  

How long has it been since you did a transfer of billing responsibility? Do you remember which day of the month the credits were posted on the account?

The installments are not necessarily posted the same day as the bill credits

7 Messages

5 months ago

I don’t recall the day they posted. I just remember that the bill was usually ready around the 20th and due around the 5th if that helps. It has only been a few days. I thought maybe it was too soon but everything else looks okay. 

ACE - Sage

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117.7K Messages

5 months ago

Those dates really don't.  

The dates of installment and credit are specific.  Installment could be at the beginning of the month and the credits fall at the end of the month, or even during the 5 days between the bill closing date and the date your bill is produced which is very messy. My advice is just to keep an eye on it and see if the bill credits turn up.  If they did not transfer, definitely file a better business bureau complaint or call and speak to the loyalty department

7 Messages

5 months ago

Will do. Thank you for your help! Another thing I noticed in the transfer was my one line is now not eligible for the protection plan (which I had before). Not sure if that is normal. I thought everything would be smooth and stay exactly the same. 

Community Support

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232.3K Messages

5 months ago

Hey there! We understand you're concerned about the transfer of your promo credits, so let's get you the information you need.

 

Since you've verified that you are on a qualifying plan, there is no need to worry. After the transfer of billing responsibility is initiated, it will take up to 7 days for the lines to get transferred, and up to 1-2 billing cycles for the promo credits to show up on the new account.

 

Hope this information helps, and do let us know if you have any other concerns or questions for us in the future.

 

Thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist.

 

7 Messages

1 month ago

Update: I still have not received the credits automatically but they have been manually applying them when I call in. I called today because I was told last month that the back office would fix it and my bill printed without it being fixed. Today I am told that they cannot apply the credits to the phone lines, they applied a reduced credit to my future balances and that is it. I asked for a supervisor who did nothing but offer to connect me to the loyalty department to cancel my services. I spoke to the loyalty department who told me these credits do not apply when you transfer billing responsibility. This makes no sense to me because I was told I would get them by literally everybody else. She put me on hold for a supervisor I asked for but then she disconnected the call. Any recommendations? 

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