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I am not getting $700 BOGO credit after being told I was eligible for it

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I am not getting $700 BOGO credit after being told I was eligible for it

When the new iPhone XS Max came out in September 2018 AT&T ran a Buy One Get One promo (not for XS Max, BOGO was for iPhone 8).  I called customer service to see if I would be eligible to get the XS Max and just pay the extra amount.  I was told I was eligible and I would only get a $700 credit split over 24 months because the phones I wanted were $1100 each.  I talked to one employee in the physical store, and I again asked someone over the phone before making my order.  Both employees told me I was eligible , I would just need to add another line and pay off the balance of my current phone (an iPhone 7 Plus that I owed $170 on still).  I had just started a new line for my daughter 2 weeks prior, so I asked if that could be considered a new line for the offer.  Both employees told me that doesn't count, but I could cancel that line and start a new line to be eligible.  So on 9/28/18 I did what they told me was needed - while on the phone to make my new phone order I cancelled my 2 week old line, started a new line (which included another $30 activation fee after just paying one 2 weeks prior), and I paid off the remaining balance on my iPhone 7.

 

After getting my first new bill I noticed I wasn't getting any of the $700 credit.  I started an online support chat on 11/5/18, and was told that I was eligible for the credit, but it hadn't applied to my account for some reason and I would see it on my 3rd bill.  That representative started a case for me and said I should hear back within 24-48 hours.  I didn't.  Two weeks later I still hadn't heard back so I started another online chat on 11/19/18 and once again was told I was eligible for the credit, but I wouldn't see it on my bill until December.  I was also told my case was still open for some reason but my account would be noted that I should start getting the credit in December.  When I got my December bill (now 3 months since phone purchases) the credit still had not been applied.  I called customer service on 12/27/18 and was told that it would take 7-10 days from the bill posting for the credit to be applied.  

 

So today is 1/7/19 (12 days since my 3rd bill was posted to my account, 3+ months since I bought the phones and 2+ months since I originally opened a case for this issue) and still no credit.  I called customer service again but this time I was told that I was not eligible for the credit and I would not be receiving it. I told the representative I had chat logs showing that I was told I was eligible and would be getting the credit.  She told me that doesn't matter, whoever told me that was wrong. I told her the only reason I bought the phones, cancelled a line and added a new line, and payed off my old phone early was because that's what I was told I need to do to be eligible for the offer.  Once again, i was told that none of that mattered and I would not be getting the credit even though multiple employees had already told me I would.  I asked to return the phones then since they wouldn't honor their offer but they would not let me.  I asked to have them pull the call recording from when I ordered the phones and listen to their employee telling me I would get the credit but they wouldn't do that either.

 

The only reason I bought two $1100 phones is because of the $700 BOGO offer.  The only reason I cancelled a 2 week old line and started a new line was because I was told that's what I needed to do to get the $700 BOGO offer.  The only reason I paid off my iPhone 7 Plus early was because I was told I need to in order to get the $700 offer.  I wouldn't have done any of that if I had been told I was ineligible for the offer.  I can't believe I was strung along for months and had multiple different (at least 5) At&t representatives all tell me I was eligible just to find out now that not only I'm not getting the $700 credit, but I can't return the phones and there's nothing I can do about it.  I've been an AT&T customer for over 10 years, I've bought 2 new phones at least every 2 years, and you're willing to lose me as a customer over $700 you told me I would get?  Someone has the authority to pull those call logs and see what I was told on 9/28/18.  Someone has the ability to make this right and see that I did nothing wrong here, just followed the instructions from AT&T employees.  I'm losing $700 because of their mistake.  

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Message 1 of 35
ACE - Expert

Re: I am not getting $700 BOGO credit after being told I was eligible for it

So did the last rep tell you why you weren’t eligible? I am pretty sure the iPhone BOGO in October required both a new line and TV service. It may not get you anywhere but file an FCC or BBB complaint. The complaint will result in someone from executive escalations contacting you. Whether or not they will make it right, I don’t know, but they do have the authority.

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 35

Re: I am not getting $700 BOGO credit after being told I was eligible for it

I got 2 different answers from 2 different reps today:  the first one told me I'm ineligible because I don't live in the correct zip code that the offer was targeted to (even though I saw the offer on AT&T main website).  The other told me it's because the offer is ONLY for iPhone 8 BOGO, and that I wasn't able to use the credit towards more expensive phones.  I will take it up with FCC and BBB if needed, but I was hoping for a resolution here.

Message 3 of 35
ACE - Expert

Re: I am not getting $700 BOGO credit after being told I was eligible for it

This is a customer to customer forum, so sorry, no resolution here. I am quite sure the second reason is wrong. They have always allowed buying a more expensive model and let you pay the difference. 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 35

Re: I am not getting $700 BOGO credit after being told I was eligible for it

Oh, ok.  The last CSR told me this forum was "heavily moderated" by AT&T staff and this is the only place I could ask why I was misled when originally purchasing the phones.  I agree the second reason was wrong, and I'm not buying the zip code reason either.  The offer was posted on their main page, and no one ever asked or mentioned anything about a zip code until today.

Message 5 of 35
ACE - Expert

Re: I am not getting $700 BOGO credit after being told I was eligible for it

The forum is moderated meaning the moderators ensure forum rules are followed. The moderators provide no customer support. There is a small customer support team that does respond to some posts but no guarantee they will respond to yours.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 35

Re: I am not getting $700 BOGO credit after being told I was eligible for it

I just wanted to follow up and say I did file a complaint with the BBB yesterday, and I was contacted by someone today from AT&T corporate who took care of the issue.  Thanks sandblaster!

Message 7 of 35
ACE - Sage

Re: I am not getting $700 BOGO credit after being told I was eligible for it

Depending on when you bought your phone:   

Tv service was required, and the XS may not have been included.

https://www.att.com/esupport/article.html#!/wireless/KM1265278?gsi=ZjjfXfEO

The promotions are not up to your interpretation.   The computer looks for the requirements and if not there, you don’t get the deal.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 35
Contributor

Re: I am not getting $700 BOGO credit after being told I was eligible for it

My situation is almost exactly the same and I am getting similar pushback from AT&T chat agents even though I was assured of eligibility when purchased XS Max and XR in November 2018 (one upgrade, one new line). I already have other qualifying services (u-verse + at&t internet). I patiently waited until my 3rd bill to see the credits and now they are refusing to honor the deal. Did you eventually get that resolve to your satisfaction, poolshark021?

Message 9 of 35

Re: I am not getting $700 BOGO credit after being told I was eligible for it

Yes, I filed a complaint with the BBB and was contacted by AT&T corporate the next day. They were able to resolve it and my credit posted that same day. 

Message 10 of 35
Tutor

Re: I am not getting $700 BOGO credit after being told I was eligible for it

Thank you for sharing this poolshark. I will also post the complaint with the BBB. 

 

I am having the same problem and went through the exact same steps.

 

In 2018 November, I have been provided the BOGO offer with an addition of new line, by the ATT customer Service agent. I told her I already have 5 lines and donot need an additional line. Of the 5 lines - One line was over the contract period and another was eligible for upgrade in a couple of months. She said that I can pay the remainder installments for the soon-to-be eligible line and get that line ready for upgrade immediately eligible for the BOGO. And the other line that had completed the contract, I can cancel. And apply for a new line. But she asked me to cancel the line at a later date. She also informed me that I can get iPhone XR also in this offer.

So I paid extra $225 to be eligible for the phone upgrade for BOGO. I had a new line, so a toal of 6 lines. And after 10 days I cancelled one existing number, and was back to the original 5-lines. Got the two $1000+ phones because of the BOGO offer.

 

I had my order shipped to a local ATT Store and I checked there for refund and they informed me it will credit from the 3rd billing cycle. After a couple of months I called the ATT Customer service and they said the BOGO offer is not there. I told them that I had made the purchase through an ATT CSR and she had provided the BOGO offer. I asked them to pull the recorded conversation during the purchase. Another call with ATT CSR on the issue, and I was told that it required an Internet and TV connection. I told them the CSR discussed the BOGO offer requiring only a new line, I asked them again to pull the recorded discussion.

 

I have had a number of calls with them but they are not filing this complaint or escalating the issue or discussing further about the recorded conversation of the BOGO offer purchase.  

Message 11 of 35
Contributor

Re: I am not getting $700 BOGO credit after being told I was eligible for it

Ram9078,

Just today I spoke with ATT rep after filing complaint with BBB. I told this person that I was given several reasons for being ineligible for BOGO: 1. offer at the time was for iPhone 8 only, 2. I placed my order on the last day of one promotion and it was processed when another kicked in and finally 3. my wireless account is on my spouse's name while TV+Internet is on my name (same household, same address). He reviewed the case and was very sorry that I was mislead but UNFORTUNATELY he could not do anything as my (and 2 ATT agents) interpretation of the BOGO offer was incorrect. Apparently only iPhone 8 / 8 Plus + another phone (X, XS, XR, ...) was eligible and I purchased iPhone XR and iPhone XS Max. As consolation he offered me $25 credit for my trouble ... I am very disappointed and I don't know where else to turn. No one in their right mind would make $2000 worth of phone purchases if they knew there was no discount / credit. I feel ATT does not want to go extra mile for their loyal customer of 15 yrs.

Message 12 of 35
ACE - Master

Re: I am not getting $700 BOGO credit after being told I was eligible for it


@bermuda01 wrote:

Ram9078,

Just today I spoke with ATT rep after filing complaint with BBB. I told this person that I was given several reasons for being ineligible for BOGO: 1. offer at the time was for iPhone 8 only, 2. I placed my order on the last day of one promotion and it was processed when another kicked in and finally 3. my wireless account is on my spouse's name while TV+Internet is on my name (same household, same address). He reviewed the case and was very sorry that I was mislead but UNFORTUNATELY he could not do anything as my (and 2 ATT agents) interpretation of the BOGO offer was incorrect. Apparently only iPhone 8 / 8 Plus + another phone (X, XS, XR, ...) was eligible and I purchased iPhone XR and iPhone XS Max. As consolation he offered me $25 credit for my trouble ... I am very disappointed and I don't know where else to turn. No one in their right mind would make $2000 worth of phone purchases if they knew there was no discount / credit. I feel ATT does not want to go extra mile for their loyal customer of 15 yrs.


That's the thing with filing complaints...you'll get to the top of the ladder, but they still only HAVE to follow the exact terms you agreed to, no matter what you were told. 

 

At this point, you can go to small claims court or file for arbitration. 

 

And people in their right mind spend $2,000+ on phones all the time. 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 13 of 35
Contributor

Re: I am not getting $700 BOGO credit after being told I was eligible for it

I am currently having the same issue.  BOGO on an XR if you signed up for Directv.  8 months in, they said they never had a BOGO promotion with Directv service and will not reimburse me.  I have been with ATT for 15 years and I'm over it. This is fraud.  Reported them to the FTC.  

Message 14 of 35
ACE - Sage

Re: I am not getting $700 BOGO credit after being told I was eligible for it


@sdjbpaul wrote:

I am currently having the same issue.  BOGO on an XR if you signed up for Directv.  8 months in, they said they never had a BOGO promotion with Directv service and will not reimburse me.  I have been with ATT for 15 years and I'm over it. This is fraud.  Reported them to the FTC.  


The requirements are a bit more than ‘a bogo if you sign up for DTV’.  And most of 2017 and 2018 BOGO deals required TV service.  They all required a new line to AT&T.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 35
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