AT&T Community Forums

Waiting on BOGO Credit From December

AT&T, I am angry & frustrated. In December, I signed up for service on 4 new lines and qualified for a holiday BOGO phone promotion on 1 of my phones on my Next Plan. It is now September, and I am paying installment 10 of 24 for this phone ($24.38/month). Since April, I have exhausted ever single line of customer service communication available. I have called customer service, chatted with online via your website at least twice a month, and even contacted the Social Media Team. Each of these methods of communication require at least an hour of my time and I have gotten nowhere. Everyone agrees that I should be getting the credits, but each month a bill is issued and I never receive the credit. I was also promised on 5 occasions that managers and people from joint billing would call me back to resolve this issue. I'm still waiting for those calls. I am not asking for anything that wasn't in my original promotion.

Unfortunately my next step is going to be to cancel my service. I just want this resolved.

Responses

ATTHelp

Community Support

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232.8K Messages

8 years ago

Hello @jennmin!

Thank you so much for the update! I am going to email you per your recent private message, so that I can look over your question and make sure you are getting the appropriate credits.

Let me know if you have any other questions! Have a great day!

Demetria, AT&T Community Specialist

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formerlyknownas

ACE - Sage

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118.2K Messages

8 years ago

@jennmin. Hallelujah.

The most the credits would be is for $650 total over 30 months, or $21.67. It looks like the credit is for 595 total.

How much was the retail cost of the phone?

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jennmin

Mentor

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29 Messages

8 years ago

Update.....I received my November-December bill today. You guessed it, I am still paying the monthly installment on the S6. Color me shocked. I emailed Amber at ConsumDataSupp@att.com today and haven't heard anything.

SAMSUNGSMG920A
Amount Financed: $584.99
Date Description
6. 11/22 Installment 12 of 24 24.38
Balance Remaining after Current Installment: $292.43

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formerlyknownas

ACE - Sage

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118.2K Messages

8 years ago

@jennmin wrote:
Update.....I received my November-December bill today. You guessed it, I am still paying the monthly installment on the S6. Color me shocked. I emailed Amber at ConsumDataSupp@att.com today and haven't heard anything.

SAMSUNGSMG920A
Amount Financed: $584.99
Date Description
6. 11/22 Installment 12 of 24 24.38
Balance Remaining after Current Installment: $292.43

Oh come on! Enough. We gave ATT a fair chance. Report to BBB and let the chips fall where they may. I'm really ticked.

I know where they messed up, the Next was supposed to be the 30 monthly payments. A minor goof.

I am a bit confused....they posted a credit last month, now nothing?

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jennmin

Mentor

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29 Messages

8 years ago

@lizdance40 That was going to be my next step. That and cancel my service and go back to Sprint.

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formerlyknownas

ACE - Sage

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118.2K Messages

8 years ago

@jennmin I just don't get it. They got a credit in last month.

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jennmin

Mentor

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29 Messages

8 years ago

The mysterious credit on my bill just shows up as
2. Account Adjustment 238.08CR

When I go to one of the phones that should be free I get
Amount Financed $584.99
Total installments paid $268.18
Remaining installments $292.43
Total Plan Installments 24 months.

The credit does not match anything I have paid.

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formerlyknownas

ACE - Sage

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118.2K Messages

8 years ago

Oh, but that might be correct. $19.84 x 12 = $238.08. It's still short unless they pay for 30 installments, which would be $595.

So you are getting some credits, just not consistent.

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jennmin

Mentor

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29 Messages

8 years ago

Yes, at least I'm caught up (I think) to this point. @lizdance40 you have been a great help and I really appreciate it. As you know, I'm tired of communicating about this each month. I am a mom of 2 with an MBA who works full time. I feel like I am working this like it's my second job (and you too! 😀)

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