Tutor
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2 Messages
$200 Rewards Card Redemption EXPIRED?!! HORRIBLE Customer Service!
I had a HORRIBLE experience with AT&T today. Let me first say that I am a VERY loyal AT&T customer. I have been an AT&T wireless costumer for about 5 years and I am a U-Verse customer that is about to move her services to a new address. When I first signed up for AT&T Uverse back in February of this year I was told I was going to receive a $200 rebate/rewards card. Which I assumed was just going to be mailed to me. Nothing came. It wasnt until a couple of months ago when I received a reward notification for a $10 Visa Card, that I realized I had to redeem my card online. I NEVER received notification to redeem. In fact, I was never acknowledge as a bundled customer and had to call in to have my discounts manual entered EVERY MONTH until May 2013. This may be why I never received the Reward notification in the mail. I called AT&T today to try to fix this problem, and I was spoken to very rudely and was told it was too late to redeem my card. I was NEVER told how the rebate system works, I NEVER received award notification because I wasnt acknowledge in the billing system as a bundle customer until more than 3 months later, so how was this my fault? I even told the customer service rep that if I was going to be treated this rudely that I wouldnt move my services and would cancel all together, but she continued to rush me off the phone. I have NEVER been treated this way by an AT&T employee and it was VERY frustrating. I have always been an advocate for AT&T's great customer service and relationship skills, and this was VERY disappointing.
anragz
Contributor
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1 Message
10 years ago
Same thing,
Signed up for Uverse internet, received card way too late in mail. Expired. Need any assistance. Thanks
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dwill23
Contributor
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1 Message
10 years ago
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zachcommunity
Contributor
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1 Message
10 years ago
I tried to email an AT&T community rep privately and my message won't even send. Maybe it was too long. Whatever the case, I have to prompt the question: Where is the company integrity, seriously? I wrote a lengthy message all for nothing.. it won't send. When I copied it, I couldn't paste it in the community email box.. whatever, it's like a sign.. maybe I should just walk away from this and cut my losses. I got 2 people that I had convinced to sign up with AT&T, and they haven't had issues with their services or products. Maybe I'm just the unlucky one. Never got my $200 Rewards Gift Card, network connectivity fades in and out and I'm without internet completely most times after the new installation (I just moved last week to a new place). I called AT&T and talked to the darn robot thingy and followed all the steps to troubleshoot. I'm paying for services I'm not even receiving. When I finally talked to a customer service rep they disconnect on me, not once but three separate times, and I'm not even the "curse you out" or "get loud" type.. Those kind of people irk me. But at the same time, I don't want to get bulied and taken advantage of by AT&T.. and I don't enjoy the lies. I've been told over and over that its 30 days to wait for a $200 Rewards Gift Card that probably don't even really exist. 30 days has passed. Been passed. What's going on? Again, I must prompt the question: WHERE IS THE COMPANY INTEGRITY, SERIOUSLY?
I tried posting this and it said "You used a bad word, _________, in the body of your post. Please clean up the body before posting." Good to know..this is probably the reason my email wasn't sent lol, dang.. Oh well.. I didn't know that four letter word was so bad since it is used so much in common language, especially on U-verse products/ services via all forms of media.
[word filter avoidance]
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shoeprincess
Contributor
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1 Message
10 years ago
My reward card also expired three weeks ago and I called the ATT reward center and I was told the card cannot be reissued even though it was never used or activated. I am moving in a week and was considering transferring my Uverse and internet service to my new address, but after reading about all the issues with unclaimed reward cards not being honored I am really starting to reconsider my options for my television and internet service. Really bad practice on the part of ATT. Hundreds of dollars not being claimed in time is great for ATT but not good business practice for retaining long term customers. It really makes you question the integrity of the company.
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JefferMC
ACE - Expert
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35.2K Messages
10 years ago
I know it seems somewhat shady, but they are upfront with the fact that the cards do have short lifetimes and the expiration is printed on the front of the card. Most people I know can find something to use the card on in the not less than 60 days you have. I lost use of a card myself, but I blame only myself for not using it before the expiration date.
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David888
Contributor
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1 Message
10 years ago
ATT policy is crazy. This service fee and reissue fee are design to rob you of your credit.
I had a ATT reward card in my wallet and not knowning and let it expired. Normal gift card like this sort doesn't expired or this fast. After talking to Customer service, it charges you $10 for issue fee, $5 fee for having a balance (WHAT!!) and $7 for another stupid fee. All in grand total of $22 for not using the card. ATT sure know how to treat their costumer RIGHT.
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tifflung00
Contributor
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1 Message
9 years ago
I too was told nothing can be done for my expired rewards. So sad the lifespan on these is so short! I feel very cheated.
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rlsrox
Voyager
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3 Messages
9 years ago
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rlsrox
Voyager
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3 Messages
9 years ago
Further frustrated to receive a response here telling me to go back to the Rewards Team. I did. They have stonewalled me. That's the issue. Here is my conversation with them. HOW do I solve this? Obviously I would not have let $200 "expire" if I had known how to retrieve it or been told I needed to do so myself! (the rep and I have the same name, I've deleted mine but my comments are still there. HOW DO I SOLVE THIS?
Chat session started at 13:01:09
Please be patient while you are being connected with a reward specialist...
Thank you for contacting the AT&T Reward Center. My name is Elizabeth. Please give me one moment to review your question.
Elizabeth:Elizabeth, I sincerely do apologize.
I'd be happy to look into that for you.
Elizabeth:Thank you.
Elizabeth, I sincerely do apologize, due to the length of time that has passed, I am no longer able to claim those rewards for you. The promotions are only active for 90 days from your installation date at this time those rewards are no longer available on the website for us to claim them.
Elizabeth :I hope you're kidding.
I signed up for this plan BECAUSE of those rewards. I never received ANYTHING from ATT about it, and I only am asking now because I remembered nothing had arrived.
NO one indicated it was my responsibility to come find the rewards. I was told I would receive something in the mail and I never did.
Elizabeth:I am really sorry, I wish I could claim those rewards for you but they are no longer available in our system
:I need to speak to someone who can do something about that, then.
Elizabeth:I do apologize you were misinformation but for all of our rewards they don't process automatically, you do have to claim the rewards online.
:I was never told that by anyone. Not the representative who sold me the package, nor the installer. I was told I would receive something in the mail.
This is incredible. I took this package SPECIFICALLY for this benefit and have waited for some claim number (which it clearly asks for on the site--where is it? Why did I never receive it?)
If I had known I was supposed to come hunting for my own rewards I would have done so long before now.
Elizabeth:I do apologize Elizabeth, unfortunately this promotion is no longer active it has been six months since you ordered your service. Our promotions are only active for 90 days which is three months.
:NO one, NO ONE told me anything about that!
I was waiting to receive confirmation or whatever it was I was supposed to receive in the mail. You're telling me I forfeit $200 because I didn't enter a number I never had?
Elizabeth:I will be happy to get a supervisor on the line for you. I will need a good contact phone number, please.
:Please connect me to a supervisor, or someone who can do something about this. This is totally unacceptable. If I was supposed to do this someone should have made that clear.
I am unable to speak by telephone at this moment. Is there a way to speak via chat?
Elizabeth:I do apologize, the only way I can get a supervisor on the line is by phone.
:I will call when I am not at work then. What is the number where I can reach someone who can help me with this problem?
Elizabeth:The number here for the Rewards Department is 1-800-******
Is there anything else I can help you with today?
:Apparently not. I'm very, very upset by this.
[Edited to comply with Guidelines- removed phone number]
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rlsrox
Voyager
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3 Messages
9 years ago
This is taken right from the directions on the website, which are also what I was told by the rep that sold me the package and the installer:
Note: You must maintain service for 30 days after activation/installation and have active service to be eligible for a reward. Allow 3-4 weeks from the completed installation date of your order to receive redemption instructions and for your reward information to appear
I received NO redemption instructions. Ever. Not in email, not on paper. It is clearly stated here that customers will RECEIVE REDEMPTION INSTRUCTIONS. So please explain to me how my $200 reward expired when I never knew it was put through, or where it was available or anything else. I had to come here, dig around the website, go through multiple conversations all to be told the rewards, which were the REASON I took the package I took, was no longer available, despite the fact I'd received nothing from ATT in regards to it before it "expired"?
This is completely, totally unacceptable.
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