Tutor
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2 Messages
When will I receive credits for Apple BOGO promo?
So I was told I would get a buy one get one on my phone. Get iPhone 6s Plus 64gb and was told I could get a 25 dollar credit per month to pay for another phone as long as I paid a $20 extra line fee. Get my first bill and the extra line is more than 30 dollars 25 dollar setup fees (which I can understand) and still charging me for the other iPhone 6s 16 gb that was supposed to be free. I go to a branch to return them both and say I have to pay a restocking fee. I would love if this could be fixed.
smicon
Mentor
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53 Messages
8 years ago
So where should I begin? Let's see, I have been a customer with AT&T wireless since 1996. Currently, in addition to Directv, I have 4 cell phone lines under one plan with AT&T, The nightmares began when AT&T bought Directv. Combine your bills they said? What a fiasco that was for 6 months as AT&T tried for 6 months to do so but then said they could not for various reasons. Lets see, some cust reps said it was because my Directv bill was billed via Verizon on my home FIOS account and others said it was because I had a FAN account. So, after my account number being changed to a UNIFIED bill with directv, they un-unified it. Each time, creating a billing nightmare with a new account number. During this period, I was unable to see my bills on-line, yet AT&T could not understand why I was not paying them. You cant pay what you cannot see.
Fastforward to December when I added a new line under the "BOGO" program. It's now April and I have still yet to receive a credit on my monthly bill for the free line. I called in January and was told I would get a cumulative credit (for three months) on my March bill. In March, when there was no credit, I was told I would get it in April and it would not be cumulative and now in April, I am being told Best Buy messed up and put me on a NEXT 24 month plan instead of the 28 or 30 month plan. Seriously??? They are blaming BB. Why didn't AT&T know this when I called in January? Did Best Buy mess up the 6 month combined billing fiasco too??
I must ask, is this how you treat a customer after 20 years? Quite honestly, I am ready to cancel all my lines and go to Verizon and get the 3 (not 4) lines that I actually need.
PLEASE SOMEONE HELP.
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JonesC
Tutor
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1 Message
8 years ago
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Gary L
ACE - Expert
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16.5K Messages
8 years ago
@smicon Next 24 is not 24 months, the plan payoff is 30 months.
The names is Next 24 because you are allowed to trade in at 24 months and you do not have to pay the last 6 months IF you are willing to surrender your phone, else you can pay off the rest and keep the phone.
It's 28 months if you make a down payment (but you can trade in at 12 months).
See https://www.att.com/esupport/article.html#!/wireless/KM1009300
(Next 18 is actually 24 months. Could that BE any more confusing...)
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blondedixie30
Tutor
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1 Message
8 years ago
I have been having the same issues with the BOGO and have been promised numerous times it would be fixed and my account would be credited. I have made a total of 3-5 calls with no resolution. I have been an AT&T customer for at least 10 years or longer and I just added UVerse TV and Internet. Looks like I will be cancelling all my services with AT&T. They promise to fix the issue and then never follow thru. I have had numerous AT&T support state that I am due a credit and promise to get it fixed and that it will take 24-72 hours and it has yet to be resolved.
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Donnamiller
Tutor
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4 Messages
8 years ago
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Donnamiller
Tutor
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4 Messages
8 years ago
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Donnamiller
Tutor
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4 Messages
8 years ago
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Donnamiller
Tutor
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4 Messages
8 years ago
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formerlyknownas
ACE - Sage
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117K Messages
8 years ago
@Donnamiller
Well was it or wasn't it? Even you can get the straight for posting on here.
If you purchased at Best Buy and they missrepredented the offer, why is it ATTs fault? Your complaint needs to be addressed to Best Buy. They get all the details of all the promotions from all the carriers, and fill out the paperwork. They only had the right to provide one free phone for each new line if you bought a full price phone on an existing line. The free phone had to be on Next 24, 30 month installments.
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TKTran102
Tutor
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3 Messages
8 years ago
I too participated in the BOGO in Dec 2015... Credits never came after 3 billing cycles. Store personnel contacted customer service on my behalf, and received answer that credit would come the next billing cycle. No improvements, so I returned to store and this time the cooperation level decilined with a claim that the devices were not listed in the store inventory sheet. I then personally inquired with customer service who informed that a resolution will take place in 1-2 billing cycles. Again no improvement nor update from customer service. Subsequent inquiries resulted in similar delay tactics, until finally on 21Jul2016 after no changes in installment payments for 7 months, a customer service rep determined that the devices purchased were not eligible. Only problem is that at the time of activation back in Dec 2015, ATT had confirmed that the devices were eligible. Otherwise I would not have participated. All in all, it appears BOGO is a scam to entrap customer into a long-term commitment (30-month) to pay full price for products and services under the disguise of buy-1 get-1-free, with no intention to honor the promotion benefits by changing the terms after a long period of time when promotion info and details are no longer available to the general public.
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