ATT representative lied to me -poor customer service

Greetings @Speckletiger,

I appreciate you reaching out to us on the Community Forums. I would be as upset if I had to deal with this too! I assure you we can and will get to the bottom of this.

I’d like to thank you for your longstanding service here at AT&T! We want to make sure all of our customers are fully satisfied and I aim to achieve this. I’d like to work together with you so we can get this fully resolved; I invite you to send us a private message at @ATTMobilityCare. Please make sure to include your full name, phone number, a good time to contact you and more details on the situation.

I look forward to speaking with you!

Adrian, AT&T Community Specialist

Brenda Mureness
Contact number is ***
Current ATT number *** read notes under my account- since last Tuesday I was supposed to get a manager to call me back with resolution issue.
Issue in 6/2016 I was told I was getting summer promotion on galaxy 5 buy one get one free I paid off the contract early on 1/31/17 buy the second phone remains under installments this was suppose to be the free phone no one has helped me with correcting this.
Please call me at *** or I will be closing my account- I have been a loyal customer since 2008 I pay my bill on time and have never had issues in past....
Brenda

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

You cannot payoff a phone early on the BOGO. The installments must continue for the entire life of the agreement for credits to apply. If you pay off a device early, you lose the monthly credit.

Hello again @Speckletiger,

Thank you so much for replying!

I appreciate you’ve provided more information on what’s going on! However, for your privacy, your personal information has been removed as it was posted publicly. I would like to continue working with you so we can get this situation taken care of. Please make sure to send a private message with this information directly to @ATTMobilityCare so we can proceed.

Best regards, I hope to hear from you!

Adrian, AT&T Community Specialist

I transferred 3 lines from Verizon to ATT at the Costco kiosk.  I was told by the salesperson that I could get 2 Iphone 8's as a buy one get one free.  That is how it was sold to me and my paperwork does not indicate anything different.  I contacted ATT right after switching service to inquire when the credits would start appearing on my bill.  At no time did that ATT rep indicate there was any issue with the BOGO.  A credit was issued last month for the first couple of months but I thought it might be pro-rated so didn't think much of it.  Then this month's bill arrived and the credit was $23.34 instead of the $31.67 it should be.  I figured it was simply an error and went to ATT chat again.  Now, 3 months later, I am told that it really isn't a BOGO as advertised but is a Buy One Get One for $700 off.  That is completely different than what was advertised.  Agent refused to make a correction and the supervisor refused to correct it stating it was policy.  I am not particularly interested in "policy."  I am interested in receiving what I was told, which was that Iphones were Buy One Get One.  If there is a limitation on this, there should be paperwork clearly indicating this and having the customer sign that they have been told this and agree to it.  I am very upset that the employees at ATT refuse to make this right.

@lcarr3686

Every single BOGO is on the base model.  If you buy an upgraded phone with more storage, then you pay the difference.  

Since you purchased in Costco, it’s Costco who didn’t inform you how promotions work, limitations, requirements etc

See...here is the issue.....this response puts the responsibility on me......The sign in Costco said ATT.  From my perspective as a customer, what that rep told me was what ATT was doing.  Costco's fault or ATT's fault is not the issue here.  The issue is a representative selling ATT service told me one thing and now, months later I am being told something else.  This is not difficult.  Simply do the right thing.

The screen shot you show, was not displayed at the kiosk.......it is not my responsibility to get on line in Costco to determine if a salesman is lying to me.

@lcarr3686

First, this is not Support, we are customers here.  ATT has to adhere to its written offers.  No verbal offer is honored.  There is nothing to “make right” as you are getting credits as offered in the published advertisements.

I understand you are a customer too and appreciate that.  There was NOTHING in writing at the kiosk that stated a limit.  The flyer at the kiosk did NOT differentiate between base models and models with more storage.  The flyer did NOT state there was a $700 limit.  Had something at the kiosk been in writing, I would have read it and signed for it, and then yes, it would have been on me.  It is not my responsibility to research whether a company is engaging in false advertising.