01-07-2019 10:52 AM
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.
01-07-2019 12:43 PM
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.
01-07-2019 1:03 PM
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.
01-07-2019 1:13 PM
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.
01-07-2019 1:16 PM
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.
01-07-2019 1:26 PM
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.
- edited 01-08-2019 1:29 PM
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!
01-08-2019 2:17 PM
Depending on when you bought your phone:
Tv service was required, and the XS may not have been included.
The promotions are not up to your interpretation. The computer looks for the requirements and if not there, you don’t get the deal.
- edited 02-11-2019 12:15 PM
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?
02-11-2019 1:44 PM
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.
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