01-12-2019 3:10 PM
Post-Paid long time customer looking at new phone options. Customer Service Agent convinced me my best option was upgrade all my lines and I would get the BOGO. So I worked with the agent and processed 5 upgrades the agent told me it would take up to 90 days to see the first credits for the 2 qualified devices. Now 4 months late still no credits so I reach out to customer service. Customers service agent digs through my account for 30 minutes to come back and tell me that I did not qualify for the BOGO because I had to start one new line to qualify, now I know that has been practice and specifically read through the upgrade BOGO details at the time and asked the agent multiple times if I needed a new line to qualify and the agent insisted I did not and no where in the online offer did it state a new line was required, so I requested a supervisor. The supervisor comes on asks me to wait a few minutes comes back 10 minutes later and just copy and pastes what the original Agent said. Basically I was lied to originally convinced to buy 5 devices based on the fact I would be credited for 2 of them. So now my bill is over double and they are not going to help me in anyway even though their agent completely lied to me. But thanks AT&T its time to shop for a different provider.
01-12-2019 5:22 PM
@theman0steel If you knew that a new line was "normal" but didn't see it, I really hope you printed/saved a copy of that offer? But I have to think that since you didn't mention it, that wasn't the case.
What date did you do this? What phones did you get?
01-12-2019 6:02 PM
I guarantee the new line requirement was there somewhere. Sometimes it’s not obvious where to find it and I’ve been fooled before thinking there was a BOGO offer that did not require a new line but every BOGO offer ATT has ever had has required a new line.
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