AT&T refuses to honor the BOGO offer

The usual reason for not getting BOGO credits is not meeting all the requirements for the BOGO. Unfortunately, the BOGO offers change continually and it appears sales people often don’t know the latest offer. All require new lines (which you met) but some require TV service or some require porting in from an eligible carrier. I don’t know what offer was in place in May, @lizdance40, do you have the details for the BOGO at the end of May?

I have to keep better records as they do change often...

Do you have ATT TV service?

One reason you wouldn’t get a BOGO is If you didn’t have or add TV service.  

I think you would have lost the BOGO on the iPhone lines anyway as you returned the phones, then bought 2 phones on EXISTING lines.  The computer system sees these sales in simple terms, without exception.  

I think we can both agree that this bogo offer is a scam. I had directv for 2 years prior and it was what got me to the store and the offer of buy one get one. If i knew i woukd have this kind of problem i woikd never in a million years sign up for it. I am now paying for 4 phones, 2 of which I didn't even want but they told me they would be free after 2 to 3 billing cycles. If that's not a scam then I don't know what is. You should look up the word scam in the dictionary, it perfectly describes my situation with this bogo "deal". 

@Frizzo000  You should be getting credits on one of the Samsung phones.  

The return and exchange would have wrecked the second BOGO 

you can message the advanced support team here @ATTCares.  

After being persistent and opening some account repair tickets they finally fixed the bogo issue. The problem was that when I returned the iPhone during my 14 day return period, they input it into the system as an upgrade by mistake. I'm still not thrilled that I had to spend many hours fixing someone else's mistake but at least they for it done. I'm thankful for your input and attempt to help me 

I just got off the chat line and I too was scammed. I've had it up to my eyeballs with ATT and their crooked ways. 

I bought 2 Samsung S8+ phones at Costco 6 months ago on a BOGO offer and haven't received any credits at all. 

So, I contact customer "NO SERVICE" and ask them why. First, they said I needed to have DirectTV. They said they didn't see a linked DirecTV account,. I get my free HBO, etc. on DirecTV, so they ARE linked. So, they conceded on that point. But they tried that trick first. 

Next, they said the new line I had from buying the 2 phones was not "Activated." When I bought the phones, I was told I could use my old number, but could not cancel the new number. So I continued paying for the access fee on my old number AND the new number because I was told that was okay.  

They then tell me because I never actually "Activated" the new number, I was ineligible. Never mind that I paid for it as well as paid for my old number that was out of contract.  Bottom line. I overpaid for service for the last 6 months in order to get the BOGO offer only to be told that they would not honor the offer.  Why would they care if someone activated that number when they get more revenue from someone using their old number that is not under contract. UNBELIEVABLE. The worst part is that I wasn't told this up front. 

That's the last straw for this long time customer. See ya , ATT.

@mstrauss0310  I5 is required you at least activate and use the new line until credits start.  After that ATT might not keep track.  

T-mobile has plugged the “cancel a line add a line” loop hole for their current BOGO sales.  Smart.  Other carriers might want to follow suit.  

I was also scammed on the Bogo offer. I have met all the requirements and tbey still refuse to honor the bogo. Att is TERRIBLE. Can wait to get another service. Nothing but lies

This is ridiculous.  If the sales people are selling the "deals" they better flipping well know what the deals are.  I was never told there were any "requirements" to the bogo, nor is it in the multiple pages of the contract that I received and went through page by page, section by section, word by word.  Nothing about bogo requirements whatsoever.

I'm in the same boat. I jumped on a BOGO offer, got two iPhone 7s. ATT failed to supply the second phone, canceled the order after almost two months of waiting. I called ATT to find out what my options were since I already activated the 1st phone. ATT offered me an alternative model, which I was fine with.  I waited for the 3 billing cycles for the credits and I'm now being told the BOGO can't be applied. Their recommendation is to continue to pay it off and "keep an eye out" for more deals....  right. Like I will trust ATT again.