Back in July 2018 I ordered a SIM kit, and new service directly from AT&T Prepaid (https://www.att.com/prepaid/). The large banner ad on the top of the page advertised to receive a $50 AT&T Reward card for signing up for service and paying for 3 months. I've read the terms provided (which I actually printed when I ordered from AT&T - see attached picture), and decided to order a SIM kit (which according to the terms qualifies). I signed up for the $50 per month plan and activated my service in August 2018 (before the deadline of Sept 30th 2018). I've maintained service, and have never missed a payment for the $50 plan but as of today (November 21st 2018) have yet to receive this promotion. I called 611 on my phone today to ask about this, and was on the phone for 57 minutes and was not able to get anywhere with the customer service representatives (Michael from AT&T and Kim from the Rewards Department). They both kept telling me that the promotion was for retail stores such as Target, Walmart, and Best Buy. I kept repeating the same thing over and over that I did not order from a retail store, but rather from AT&T's own website which was advertising the promotion. I even offered to send a picture of the original terms which I printed when I ordered from ATT.com. It does not mention anything about a retail store. I clearly says "Online only." in bold. I even clicked the promotional advertisement directly on AT&T's page before ordering the SIM kit just to make sure it receives the promotion. While I was on the phone with AT&T they contacted the "Rewards Department" but they were unable to help because they just are able to see if the reward is on the account or not. I'm not one to complain about issues, but I cannot believe that there really was nobody that could fix this issue. I clearly followed the terms when I ordered directly from AT&T, I continued to make payments for service, yet AT&T does not follow though with their promise. Is there any other person that I could speak with?
Thank you for informing us. We can definitely take a closer look into why you have not received the text message with the promo code and instructions to redeem your Visa Reward Card. We'll be sending you a private message to request account information shortly.
Sean, AT&T Community Specialist
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