Contributor
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1 Message
AT&T billing issue
I was told when I signed up for service(in store) that 2 lines would be under BOGO and I would receive credits after 3 months. I was also told that I qualified for an additional line free(after credit) because I had DirecTV. Great, sign me up. 3 months later I am fighting for the credits I was told I would receive. I have called in, used web chat, and gone into the store for a resolution. The store rep even called the retail support team for help. I was given an incident number and told I was going to receive the credits I was due. That was on 6/16. I am still as of this moment fighting for credits. At best I was lied to by the store and this needs to be resolved. I am not looking for anything other than what I was promised.
ATTHelp
Community Support
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231.5K Messages
7 years ago
Hey cubfan744,
We always want to make sure we follow through with any kind of expectations we’ve set. I will take ownership of this and make sure you’ve been taken care of!
I would like to apologize for the trouble you’ve gone through so far. Time is valuable for every one and I regret to hear this is an ongoing problem. I would like to take this opportunity to make sure we can get to the bottom of this.
Please be on the lookout for my private message, I will be reaching out to you to gather more information.
Have a great day. Talk to you soon.
Adrian, AT&T Community Specialist
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riverrat317
Teacher
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23 Messages
7 years ago
Good luck! I have had a similar problem since Dec 2016. I have chatted, called, facebooked, been in store and back to the kiosk where purchased. I have also been reached out to by all of these AT&T Community Specialist here. They ask for more information and I never hear from them again.
Alexander, AT&T Community Specialist- May 9, 2017 4:25 PM
DonnaV AT&T Community Specialist-May 10, 2017 11:09 AM
Edward J, AT&T Community Specialist -May 22, 2017 9:01 PM
Juan, AT&T Community Specialist-May 25, 2017 8:37 AM
Jarrod, AT&T Community Specialist -Jun 28, 2017 9:15 AM
Krissy J AT&T Social Media Manager-June 29, 2017
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formerlyknownas
ACE - Sage
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117.2K Messages
7 years ago
@riverrat317 Given how long it's been, and that everything looked correct, you need to final a complaint with BBB and state AG office. Time to get tough.
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ATTHelp
Community Support
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231.5K Messages
7 years ago
Hello @riverrat317,
Thanks for being involved in this thread. I definitely want to make sure anyone experiencing this or similar issues are fully taken care of too.
We never intended for our BoGo offers to cause anyone problems. Rest assured, I am here to help and I would like to be engaged with this so I can be sure this is straightened out.
Please send us a private message to @ATTMobilityCare. I will be keeping an eye out and I look forward to having this resolved.
Best regards.
Adrian, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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117.2K Messages
7 years ago
@cubfan744
From what you just posted, I cant tell if you were told wrong or understood wrong.
What is correct is:
If you ported to ATT from a competing carrier, or added a new line, bought 2 qualifying phones on those lines, you get credits on one phone up to 1/24 or 1/30 of up to $650. ATT does not give free lines of service for any reason. I'm sure you misunderstood. It takes 3 bill cycles to receive the credits on the second phone.
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riverrat317
Teacher
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23 Messages
7 years ago
Thanks Adrian, When clicking your highlighted link to send to @ATTMobilityCare I get this:
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ATTHelp
Community Support
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231.5K Messages
7 years ago
Hello again @riverrat317,
I apologize the link I provided didn’t work. You can try again here @ATTMobilityCare, This will definitely work for you now.
Thank you so much for your time, and we look forward to assisting you!
Adrian, AT&T Community Specialist
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