FAN discount promised but NOT honored on AT&T unlimited plan

OP, I feel your pain. I also called 611 from my phone (on two separate occasions) and asked the AT&T call center reps to confirm/clarify that if and before I decided to switch out of my grandfathered unlimited plan, that my 28% FAN discount would be carried over to the new Unlimited Plus plan. On both occasions, I was told emphatically "YES", and in fact, I held the phone for at least 15 minutes while the rep was performing her calculations to ensure me that my new monthly cost would actually be about $1 less. I was paying $83.xx/mth under my grandfathered plan as of March 22, 2017 (single line iPhone), after the 28% discount; therefore, I allowed the rep to process the plan switch, effective the following bill cycle. After my new plan went into effect on 3/23, I received my new bill showing $106.xx!!! Obviously, no FAN discount. I then went into myAT&T online and had an online chat with a representative about this. The rep apologized to me that the FAN discount had not yet been "approved" for the new data plans and "management" is currently reviewing the program, assuring me that the corporate FAN discounts should be applied "soon". As a courtesy, she quickly credited my account for $27.xx so that I will not pay more than what I was promised. She also assured me that she would personally follow-up with me "as soon as" the discounts are approved for the new UDPs, telling me "there's no need to call us back". As an AT&T subscriber for over 10 years, I have no reason to lie about that for those who may be tempted to believe so; the calls are recorded and the chats are archived.

Yes, prior to contacting 611, I also went online and ran the plan comparison tool to see what my new monthly cost would be, and admittedly did not see the discount show on the cost comparison screen. But, that certainly does not mean that the FAN discount wouldn't carry over on the final bill; fact of the matter is there's not a lot of clarity on the continuation of FAN discounts, which is ridiculous considering these discounts are quite steep for some of us. In any event, I chose to gain clarity and get the assurance of an AT&T rep by calling 611, and again, I told the rep that the only way that I would sign up for the new Unltd. Plus plan was if my 28% discount carried over; it's absolutely not my fault that in each point of contact I was promised that it would, but yet my bill says something differently. Until I hear differently from the online agent who promised to follow-up with me on this, I will expect to see the discount appear on my next bill or else I will be contacting them for monthly bill credits until this thing gets "approved" by AT&T management. It's 2017; there are other carriers out there offering competitive plans that I can take my business to if AT&T ultimately fails to deliver on its promises to me as a loyal customer for 11 years. I even signed up for the DirecTV Now service last week to take advantage of the subscriber bundle deal, but even that service does not appear to be worth it considering all of the technical glitches in the iOS apps, but that's a different topic. Get it together, AT&T. I refuse to be screwed over!

@chicagokevo

you wont get your discount ONLY MILITARY DISCOUNTS ARE APPROVED at this time.  They just like verizon have no plans to offer discounts beyond the military at this time.

See below.  UNL(unlimited data) and MSA(Mobile share advantage) used for comparison

I don't know why people use the comparison tool, which says one thing, then still ask several reps in hopes of getting a different answer, only to find out the tool was right, and reps were wrong.  

???

And then complain they didn't get the discount?  

And, I don't know why people are so quick to admonish those who honestly choose to believe what a company representative, or shall I say, several representatives, state on the record. Shall we have challenged them on their "facts" without a basis for believing otherwise? When you have a question about a service, you call the service provider for clarity. Give me a break for crying out loud. Just because you choose to believe what you see (or don't see) on a web site, which by the way can be wrong, doesn't mean everyone else has to take said website at face value. I'm surely more inclined to take the word of a live human being vs. a "cost comparison tool", and regardless of how you personally feel about that, the fact of the matter is, a decision was made under the direct advice and assurance of multiple agents of AT&T--conversations that were recorded via phone and live internet chat. This is not an argument to be had with anyone other than a representative of AT&T, with the authority to review the aforementioned recorded conversations. Anyone else opining can save it.

Oh, you better believe next time I chat with an ATT person who offers the unlimited plan I will be asking questions, and if they get it wrong, they will be reported.   What kind of bait does it take for them to lie to me?   Just tell them I don't like the answer I already got.  

 I'm not saying it's right.  But it should raise enough concern to not make a move that costs you a couple hundred a year.

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@chicagokevo wrote:

And, I don't know why people are so quick to admonish those who honestly choose to believe what a company representative, or shall I say, several representatives, state on the record. Shall we have challenged them on their "facts" without a basis for believing otherwise? When you have a question about a service, you call the service provider for clarity. Give me a break for crying out loud. Just because you choose to believe what you see (or don't see) on a web site, which by the way can be wrong, doesn't mean everyone else has to take said website at face value.

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The web site is "on the record" and it's "in writing". 

It seems like you're now arguing that the way you want to do it (which didn't work) is the right way but the first way that you tried it, which gave you the correct answer, is the wrong way. 

What really happened is you did it one way and did't like the answer so you asked someone else (even though you already had the answer).  

I'm surely more inclined to take the word of a live human being vs. a "cost comparison tool", 

That doesn't seem to be working out very well...

I was promised but not delivered my corporate 20% discount on the $115 Unlimited mobile share plan.  I was told this plan was not a mobile share plan - even though that is how it was marketed and is called multiline.

Shame on AT&T for bait and switch.

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@NoDiscount2017 wrote:

I was promised but not delivered my corporate 20% discount on the $115 Unlimited mobile share plan.  I was told this plan was not a mobile share plan - even though that is how it was marketed and is called multiline.

Shame on AT&T for bait and switch.

 It's not mobile share, MS has a discount. Mobile Share is NOT unlimited....