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Agent Lied convinced me to upgrade 5 lines

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Agent Lied convinced me to upgrade 5 lines

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.

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ACE - Expert

Re: Agent Lied convinced me to upgrade 5 lines

@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?

 

 

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ACE - Expert

Re: Agent Lied convinced me to upgrade 5 lines

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.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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