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

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
Contributor

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

A lack of knowledge on the part of Customer Service should not be a burden to the consumer.  If I was advised that both phones need to be on installment then I would not have paid one in full to fulfill the BOGO requirement.  Thanks for the response.
Message 31 of 35
ACE - Expert

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

@ocuser01 I don’t disagree with you but in practice, that does not seem to be the way it works. ATT does not seem willing to stand by their sales people’s mistakes or lack of knowledge. Maybe because anyone can claim they weren’t informed. I’m not saying you were informed but in many cases, customers are told and either ignore or simply don’t hear what they are told. I wish you luck.

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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 32 of 35
Contributor

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

Thanks for the response.
Message 33 of 35
Contributor

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

I did the Buy One Get Ripped Off promo back in January and was totally mislead and to this day have been unable to receive my credits for the extra phone. First I was told that I didnt need the extra line because I was having my sons current number using it. Second I suspended the extra line even though I was still paying for it and I wa told that it stopped my credits. After multiple phone calls and chats with customer service and a plethora of representatives I keep get assured that I will receive my credit. Well its 7 billing cycles and nothing.  Dont want to hear about fine print. Your reps mislead people on recorded lines. They tell you a solution is coming but you never see it. At this rate my second second phone should be free because its not. You pay 20.00 a month for 24 months for an inactive line. ATT is definately not the right but Wrong choice. [Per Guidelines:  Keep it Relevant and Appropriate].

Message 34 of 35
ACE - Sage

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


@jpetuch wrote:

I did the Buy One Get Ripped Off promo back in January and was totally mislead and to this day have been unable to receive my credits for the extra phone. First I was told that I didnt need the extra line because I was having my sons current number using it. Second I suspended the extra line even though I was still paying for it and I wa told that it stopped my credits. After multiple phone calls and chats with customer service and a plethora of representatives I keep get assured that I will receive my credit. Well its 7 billing cycles and nothing.  Dont want to hear about fine print. Your reps mislead people on recorded lines. They tell you a solution is coming but you never see it. At this rate my second second phone should be free because its not. You pay 20.00 a month for 24 months for an inactive line. ATT is definately not the right but Wrong choice. [Per Guidelines:  Keep it Relevant and Appropriate].


 You may not want to hear about the fine print, but the fine print is important. And if it’s not followed you don’t get the credits that you wanted.   The deals are always published online, on the phone sales page.  

 Every buy one get one deal has required a new line of service.  The free phone must be purchased and activated on that line, which must stay active to get credits.   If you don’t need an additional line you have to cancel an old phone number/line so that you’re not paying for more lines than you need.  

     It sounds like you may have fulfilled the requirements to get of the deal, but then you voided them after the fact. 

Lesson learned, read the fine print.  

AT&T does not offer of these deals to save current customers money on phones. The deals are offered to add new business and make a profit. Since you did not adhere to the letter or the spirit of the buy one get one deal why do you think you are owed anything? AT&T does not offer of these deals to save current customers money on phones. The deals are offered to add new business and make a profit. Since you did not adhere to the letter or the spirit of the buy one get one deal why do you think you are owed anything?

 

(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 35 of 35
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