BOGO not being honored

No getting an issue resolved is like pulling teeth! I used to next installment plan. The line is was added to an existing account I hace had since 2007.I have never used another carrier. Qualifying for the BOGO has never come into question they told me its a "known issue" that some people were being billed in error. Im so sick of explaining this over and over.As of now my issue is in some back office resolution team. At this point its that attitude loke your is why I really want yo leave and never come back.

@shawne9333

You are addressing other customers.  We ask the questions for a reason.  We are well aware of ATT reps telling customers they qualify - WHEN THEY DID NOT.    If you did not qualify, ATT will never tell you.  They will pass the buck and open cases until you go away because no one wants to deliver bad news.  

There is no code for sales to enter or special procedure. All that needs to be done is meet all the requirements.  Add a line, buy qualifying phones on Next installments, pay bill on time.  

If you did everything right, the credits are automatic.  By that logic, no credits, something is not right - there for we ask these questions.

You didn't the first time, or second, 3rd....so have wasted your own time and ours too.  

Wow you are so rude this is why Im going to post on the blog every day. This is exactly why I am upset. At this point its not about the billing issue. Its the level of incompetence and poor customer service. Thats the real issue and your response is the perfect example.

@shawne9333 What part of "you are addressing other customers" is not clear? You are not conversing with customer service. 

I want your "other customers" to know how you are treating a customer of over 10 years. They need to know before the try to take advantage of a,BOGO offer what a nightmare it can be.

---

@shawne9333 wrote:

I really dont appreciate your attitude first of all. Second as I said before I have never used another carrier EVER. I qualify for the BOGO. That has never been the issue. Your response however reaks of exactly why I am I think I should leave At&t

---

We keep asking the same questions and you keep avoiding them. We're not the ones with attitude, we're trying to help you.

(Incorrect answer removed). Sorry, @lizdance40 that was the point I thought you were trying to make when you kept asking about porting. 

---

@shawne9333 wrote:

Ok so let me get this straight, you're telling me I dont qualify 

---

Oops, not exactly... (I may have jumped the gun on that, depends on the date).

We keep asking you questions because we're trying to determine that...

What was the date when you bought the phones?  What kind of phones?

Which payment plan did you sign up for?

---

@shawne9333 wrote:

They need to know before the try to take advantage of a,BOGO offer what a nightmare it can be.

---

What they need to know is to READ THE OFFER.

It's a $650 commitment if you don't qualify, people need to read and check it for themselves...

---

@shawne9333 wrote:

I want your "other customers" to know how you are treating a customer of over 10 years. They need to know before the try to take advantage of a,BOGO offer what a nightmare it can be.

---

They are not "our customers".  How many ways can we say it...we don't work for ATT.  They don't pay us.  We get no discounts on service or goods.  We are just like you...customers.