Tutor
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5 Messages
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.
JoeOner
Tutor
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5 Messages
5 years ago
@lizdance40
thanks for your help BTW-
the att rep who sold me the phone in stores said that the buy one get $700 off with adding a new line.
they said no other addtl things were needed.
i bought 2 iphone xs's and added a third line ( i would of never purchased these if that wasnt the case)
was i misled by the rep?
phone purchase date was oct 9th.
it seems like the rep was following the protocols that were in the link ive sent.
didnt sign up for TV.
super bummed.
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BlahBlahBlah69
Contributor
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1 Message
5 years ago
same problem. On June 23, 2018, I purchased new iPhone for myself. Then on July 4, 2018, I went back in to the store with an older model with the intent to simply activate it and pay the $20/mo new line fee (thus a cheapo "new" phone for my daughter). The sales rep in the store pulled up my account, and noted that I had just purchased a new iPhone for myself, and "did you know you are still eligible for the BOGO because you are STILL WITHIN THE 14 DAY WINDOW". Wow, so of course I'd rather get a brand spanking new iPhone for free! I was told too that the first couple of bills may show a charge for that new phone, but not to worry, it would soon fall off. Several months go by, still getting charged, so I stop in the store. Was told by the rep that they'd escalate and it would take another billing cycle or two. And a few months later, I go back in with the same answer. And again. And again. I have now gone into the store 9 times. and I get new/different excuses each and every time. Multiple times been told it has to be escalated to the regional manager (whose name they will not give me). Then "sorry, the regional manage is out on a family emergency but we'll call you next week". Then "ok sir I understand let me call the regional manager and we'll call you next week". I {edited for word filter evasion} done with these guys. this is THE WORST customer service experience I've ever had with any company in my life. If the rep who gave me this offer in July was in err, then too bad; take it out of her pay check, it's not my problem. Have seen others with BBB and/or FTC reports in this thread, I will be doing likewise immediately. There is no excuse for this pathetic customer service.
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JoeOner
Tutor
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5 Messages
5 years ago
called the store!
so the info i came up with was a special NYC promo
article# *697169 and it ran from Sept 26-Oct15th.
BOGO 700 w/ new addtl line.
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sdjbpaul
Contributor
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4 Messages
5 years ago
Your story is almost identical to mine. Filed a complaint with the FCC and a day later got a call and an offer to pay off the phone. However, doesn’t cover what we’ve already paid to date so still dealing with the issue. ***** There are thousands of scam complaints online.
[Edited to comply with Guidelines]
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
Local offers depend on the zip code on your bill
https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Buy-One-Get-One-Offers-Local-Areas-2018.pdf
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Ellenailspa
Contributor
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1 Message
5 years ago
I experienced the same exact problem. Its like they tell you, your qualified under all terms at the time of purchase. Adding additional line, current internet services. Purchase 2 phones $2600 because of this PROMO waited 3 months did not received my credit. 6-7 months still nothing when I called they stated I did not qualify. I’m so angry after being a customer for 10+ years to be scammed like this. Spoke to multiple CSR all they can do just put in a complaint ticket. I really don’t have the time for this its just horrible.
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ocuser01
Contributor
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3 Messages
5 years ago
I am having the same issue for my BOGO. In my case, got an XS Max and paid the first phone in full and got the bogo of another XS Max which I had to be responsible for the amount less $750 BOGO credit. The balance was to be on installment. I was given a BOGO confirmation at transaction on April. In my July statement it shows that my BOGO credit was not applied on the second phone. All requirements for the second phone were met including an additional line. I am being told that the system has to have BOTH phones on installment for the BOGO to take effect which customer service did not mention at time of purchase since she did take the full payment on one phone and processed the BOGO. I met all BOGO requirements and just paid the first phone in full for less monthly and that reason does not make any sense. I am being told that nothing can be done about it! I was with ATT customer service for 2 hours being moved from main customer service to loyality support. Customers should not be penalized and burdened by mistakes made by ATT personnel or by their system. I need advise on this issue. I have also emailed the BBB and awaiting reply. Thanks.
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
Every single buy one get one deal requires, at least for the first three months until credit start, that both phones be on installment agreements. The purpose of these deals is to add new business and to Tie at least two lines to AT&T for 24 to 30 months. It is not about saving the customers money.
Our advice would be to file a complaint with the Better Business Bureau, which you have already done. This would result in AT&T upper management contacting you. It may or may not result in the credits.
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
@ocuser01 Actually, you did not meet all requirements. It does not matter whether it makes sense to you and unfortunately, also doesn’t matter if the sales person did not tell you. Here is how the requirement is written on the web site:
As @lizdance40 noted, you could have paid off the buy one phone after the credits started showing up but paying it off upfront and not putting on an installment plan is what invalidated your BOGO. Perhaps you will have luck with an FCC or BBB complaint.
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ocuser01
Contributor
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3 Messages
5 years ago
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