03-17-2015 11:53 AM
Judging from the posts, I am not the only one taken in. There was supposed to be a $200 reward card for originally signing up. It never arrived. A phone call informed me that it took a couple of months to process....piffle. A second call resulted in an apology for no card and by way of recompense, high (?) speed internet was offered as a sop. Again no card!. Called again and received another apology, a promise to correct the situation and...would I like to try the U300 service? This was January....waited on the 300 channels, they never arrived...the card never arrived...if fact, nothing arrived.
Called again yesterday, went through a supervisor for whom English was not a native tongue. Finally received the 300 channels only to find out I had been paying for them since January. But, bright spot, the upgrade came with another reward card....which was never received.
Finally was referred, for the first time to the reward center and was informed...SORRY, time has elapsed, we sent you a letter.
How many others have been scammed by this crap? It will make a great episode for Judge Judy.
Solved by: Go to Solution.
- edited 01-19-2018 11:18 AM by ATTCustomerCare
I am sorry about the issues you had with getting the reward card. We will be glad to help. If you could please chat with us by selecting the product you need assistance with!
In the meantime, let me know if you have any other questions or concerns!
03-18-2015 4:37 PM
03-18-2015 4:44 PM
03-18-2015 5:09 PM
04-17-2015 1:19 AM
04-26-2015 6:41 PM
If you look at the topics on this forum and other ATT boards, you will see that this is an ongoing problem that ATT can't seem to solve. ATT owes me $250 in gift cards. I finally got tired of their rude customer service and calling their customer service both wireless and cable AND their rewards center customer service. After months of trying to resolve this, I finally placed a complaint with the FTC and in my complaint referred to this board and other boards showing that this problem is common and on-going.
I have two cellphones, internet, and cable TV with ATT. When I signed up online, I was promised $400 total in Rewards Cards. I was supposed to receive certain amount for signing up for cable, another amout for signing up for internet, another for signing up for those two online, and an extra mount for already haveing two cell phones with them. When it came down to it, I never received the notifications in the mail telling me how to redeem my cards. After calling the reward center customer service, I was about to get $200 in cards. The customer service agent claimed that she didn't see the other $200. Really?!
That led to dozens of calls to the general customer service trying to figure out how to get what ATT promised me. Every time I called, the agents that answered would give me a different excuse or different reason as to why I haven't gotten the cards. All of them claimed that they could not see what promotion I was offered. Again, really?! So, when customers log in to their website to pay a bill and an offer for additional service pops up, ATT does not keep track of what they are actually offering customers? Not only this, but the email confirmation I received when I signed up for the internet and cable didn't have what was offered to me either. That's so convenient. So, when customers complain about not being given what they were offered, there is no way for customers to prove the offer because ATT does not include in its confirmations what they actually offered you. Nor does what they offered you show up anywhere on your account online.
To make matters worse, the last time I called to try to get this straightened out, an agent offered me a $50 gift card to upgrade my TV service. Being stupid, I accepted it. Do you think I got that one either? No! So, all in all, ATT owes me $250 in rewards cards.
Don't waste your time and energy trying to settle this with customer service. You will never get anything resolved dealing with them; even after months of calling them to try to straighten things out.
Just file a complaint with the FTC so that ATT can stop scamming their customers with these offers of gift cards that they don't intend to actually give to their customers. I filed my complaint online with the FTC about two weeks ago and I'm waiting to hear back from them.
After this gift card debacle is taken care of, I STILL have to settle another thing with ATT. A few years ago, at another apartment, one of their servicemen damaged my landlord's property while installing cable and internet. I had to pay my landlord out of my own pockets for the damage they cause. One of their regional managers told me that the installation charge and my first month's bill would be taken care of by ATT. I thought that they took care of both of those charges as they promised. A few years later, I'm adding another cellphone to my ATT wireless account and was told by an agent that I had an outstanding cable bill with ATT and that I would have to pay it before I got the phone. When I asked her the account number and address where the account is listed, lo and behold, it's the address where their tech damaged my landlords property. Turns out that ATT never took off the charges for the installation and the first bill. So, I was forced to pay over $200 just to add the new phone. That's the next issue I have to deal with when it comes to ATT and I'm sure that one won't be resolve either and that I'll be forced to file another FTC complaint. Thank goodness I kept the pictures of the damage and the emails between me and the manager regarding it. Otherwise, as with the gift cards, I'd have not proof.
Being an ATT customer is such a hassel. Can't wait until my current contract is over on the two cellphones I have. I plan on going to another cell phone provider and changing my internet and cable to another provider as well. ATT has wasted so much of my time and energy with their horrible business practices and useless customer service.
- edited 04-27-2015 4:31 AM
@lmmoore, How in the world did you go through your entire service period at that first installation (the one where your landlord's property was damaged) with an installation charge and the first month's bill sitting on your account and not know it? On that, I call, well, you know.
On the reward card situation, I think the rewards cards having to be redeemed is rather shady. However, the fact that the cards must be redeemed is in the terms available online. Of course it's an attempt to get you to forget about them. I didn't. I got the post card. I redeemed them. Post cards do get lost in the mail. People do get busy and forget. AT&T signs up hundreds of thousands of new U-verse customers every quarter. Only a tiny fraction of that number post here to complain about missing their rewards cards. Sure, some people never complain. Some people forgot about them. But, what do you want to bet a lot of people get their rewards cards like they're promised?
Another issue many experience is that you lose any bonus for online ordering as soon as you contact a CSR about your order prior to it being completed. The online ordering bonus is intended to encourage you not to use the expensive humans; once you do, no bonus.
05-04-2015 5:16 PM
How I keep my records is none of your business, but if you MUST know: ATT makes you pay the installment feed BEFORE they come to intall, at least in the region I was in they did. When you tech damaged my landlords property (left a phone jack completely destroyed with wires handing out of it and the plate broken into pieces; miscalculated and drilled a new line OVER 12 INCHES above the baseboard because he drilled through brick from the outside of the unit) the regional manager promised to take care of the installation and the first month's bill. I pay almost all of my bills on autopay. I generally have an idea of what I spend each month, so when I get my credit card bills, if the balance and what I thought I spent deviates -/+$300 my hackles are not raised.
When it came time to move, I called ATT to cancel the service. My balance should have been zero had the regional manager did what he said he would. Another call to the rep to get the final bill taken care of and another promise that it would be. Autopay removed from account (because at that point, can't even trust ATT anymore to have my CC on file) and not a single bill from ATT stating that I had a balance and not a single hit on my credit report either (which I monitor religiously). So, you can call that whatever you want. At least with that issue I saved the emails the manager sent me AND the pictures of the damage AND the document attached to the return of my deposit with entry from my former landlord showing that I was charged for the cost of installling and replacing a new phone jack where the tech destroyed the old one. Unfortunately for my landlord, there is nothing she can really do about how ridiculous and ugly the phone jack he installed looks hoovering in the middle of the wall over a foot above the baseboard.
My issue with the cards is NOT that they have to be redeemed. My issue is that you are given instructions on redemption, but ATT does not fulfill their obligation to make sure you are able to follow the instructions to redeem. Sure, post cards get lost in the mail, but it's awefully convenient that multiple post cards are lost in the mail. On that, I call, well you know.
And looking at ATT's FAQs for the reward center, it's apparent that MANY customers have issues with these amazing vanishing post cards. ATT directs customers to sign in to the rewards website to redeem, but most of us with an issue with ATT over these cards already know the result of that: the cards are no longer able to be redeemed and ATT will magically have no record of what they offered you. Instead of telling customers that they can check the rewards website to see when their cards are available, they (and their techs who come install) simply tell you that you'll receive instructions on how to redeem in the mail in 6 weeks. By the time the 6th week rolls around, your reward has been magically forfeited despite the fact that you followed ATT's instructions.
A quick internet search shows that these cards have been an issue for over 10 years. There are ample complaints all over the web that are nearly identical to my complaint.
In the end, since ATT can't get their affairs in order, some people contact the FTC. Once an FTC complaint is filed, surpise, surprise ATT can all of a sudden quickly figure out what the issue is (despite the fact that they couldn't figure it out after you called them for months) and give you what they promised.
So, I will say to anyone reading this: again, if ATT can't fix the issue after you've called them three times, simply file a complaint with the FTC to light a fire under them and observe how quickly things are settled once the FTC forwards the complaint to ATT.
08-05-2015 9:00 AM
Same problem here, rewards card never came. Big problem att doesn't seem to want to acknowledge. Went into the store we bought the bundle from a month after and asked about the cards, they said it could be a couple of months. Went back yesterday, they gave us the rewards card website and said it's out of their hands. Website says expired, but we never recieved anything in the mail. This is not how you keep customers, very disappointed. Contacted att via live chat, they said basically too bad, too late. How can it be too late when we were told to wait? Pathetic.
08-05-2015 1:02 PM
I sent a PM to the link provided in this thread, and the person didn't even understand the issue, stating that it was because I made changes to my account. No changes were made, AT&T just didn't mail the promised rewards cards. This now makes 5 different reps whom I've spoken to in one manner or another, none of whom gets it. When you promise $150 cash for signing a rvice agreement and you don't send the money, you've committed fraud. I have filed a complaint with the FTC for fraud. I suggest anyone else who has this problem not waste their time with AT&T reps after the first denial and go straight to the Federal Trade Commission. You can file on line on their website.
08-15-2015 2:47 PM
I am so sorry that things are so bad for you. Just remember that Jesus loves you and cares for you and your family. Give, and it shall be given unto you; good measure, pressed down, and shaken together, and running over, shall men give into your bosom. For with the same measure that ye mete withal it shall be measured to you again. Luke 6:38 Just trust Him and He will provide what you need. God Bless you.
A couple of months ago, I traded my Directv after having it for 5 years to DISH and couldn't be happier. 15.99 a month for 10 months, 19.99 a month for 2 months and then 32.99 after that. Also, got a 5 dollar a month reward and a DISH friend for 10 months. Also, got a 100 dollar visa gift card. The gift card promotions are done through a third party vendor. It was a 3 month battle to get it, but I hung in there and finally got it. I wanted to give it to my dad because he is retired on a fixed income. They said they had sent me an email and i was suppose to respond to it but i never saw it and didn't realize i had to do that. I thought i was suppose to get a letter. I finally got the number of the third party and got intouch with the 3rd party company and finally begged and pleaded to get the email. She sent me a letter and i followed the instructions of the letter and forgot to put another verification in the envelope. Had left it at the office for the secretary to mail off for me. I was somewhere else a couple of hours when i remembered that i didn't have it right and didn't have a cell phone to call. Couldn't borrow a phone from anyone and i thought how am i going to call the office? I called them through my gmail emaill account. It was crazy! That would have been catastrophic and i wouldn't of gotten the card. Got it stopped from going to the post office, made it back, fixed it and it took another month or so. It took 3 months to get the card. When my dad got it he said that he tried to use it and it was declined! I said, WHAT? Because i knew what i went through and so did he and then he said, I'm just kidding, I haven't used it yet. I said, hey man that a'int funny! He said, Oh, yes it is and started laughing and then i finally started laughing. But, i wouldn't wish that kind of stress on anybody!! They have to be stealing them and using them. The third party company. They make sure they send out a certain number of them and steal the rest and the post office has to be involved also. ATT needs to cancel their contract and find a legitimate 3rd party to deal with.
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