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cagle0715's profile

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Thursday, August 11th, 2016 12:21 AM

AT&T rep lied to me. Why do I have to pay for it?

When my husband and I signed up for ATT, we got 4 smart phones, a tablet, and directv. The promotion then was buy one get one free iPhones. 3 of us wanted iPhone 6s pluses. My father, just wanted an iPhone. We chose to get him the regular iPhone 6 and the rep told us that was fine. It was buy one get one free any iPhone so we would still get 2 free AND we could choose which ones the promotion got applied to. Obviously we picked two of the 6s pluses. We still haven't gotten our credit. We were told we were misinformed and the iPhone 6 didn't count with that promotion. If I would have been aware of that we would have gotten him an iPhone 6s also. We called and explained the situation and were informed that they were going to make the iPhone 6 due in full ($541.64) and then credit us the $541.64 and $121.67 to make up for the $649 credit we should have gotten. They made the $541.64 due in full. She said after the credits we needed to pay $266. So we did. But she never issued the $541.64 credit so it has been showing our bill is past due. Add another $5 for past due balance. Our bill now shows we owe $1128.10 when it should be $475.07. When I call they say there's nothing they can do. I spent over an hour and 40 minutes on hold and they said they would call back. I'm sure they won't. I need someone with the authority to fix my balance. Can you please put me in contact with this person?

Community Support

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15.2K Messages

8 years ago

Hello @cagle0715 !

 

I am so sorry that you are dealing with this! I totally understand any frustration, as I would be frustrated to! I definitely want to have this resolved for you ASAP!

 

My team is going to send you a private message, to gather more information. This way we can look into the situation and see what needs to be done. If you could respond at your earliest convenience, that would be greatly appreciated!

 

I look forward to hearing back from you! Again, my sincerest apologizes and I truly appreciate you bringing this to our attention. Have a great day!

 

Kevin, AT&T Community Specialist

Contributor

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3 Messages

8 years ago

I too opened up an account on AT&T, I paid $2,000 in the store on the day I purchased the phones as well as another $2,600 to Verizon in order to cancel my lines with them. I was told I would receive my BOGO credit 2-3 months after starting service also that it would work proactively and I would receive the entire credit back for the tow lines that should have been free. I should be getting a credit of $44.33 monthly as well as a credit of $173.33 for the months I have paid. Every single time I call your department I am given the run around. No one wants to help. Every months its pay the bill and wait until next month. I am tired of waiting. This is my last effort before filling legal action against AT&T as this deal was advertised everywhere and I am not receiving what I was promised from day one. 

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