Tutor
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5 Messages
IHG National Account Discount
Question: How do I transfer my Intercontinental Hotels Group national account discount from one cell phone line in my account to another AND keep the same (18%) discount? Background: Have multiple cell phones in my ATT account. Exchanged cell phones (and cell phone numbers) with my son...so his cell phone (was my cell phone) contains the national discount. BUT, the discount (was $23+) was reduced in my last cell phone bill to $14+). Presume the discount remains with his (was my) cell phone number. Have changed the account with ATT service rep to reflect his (now my) cell phone number as the main line/main account holder. But... how do I reinstate the national discount, at the same/higher rate, on my (was his) cell phone number? ATT service rep did not know the answer.
ATTHelp
Community Support
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231.4K Messages
8 years ago
Hello there @jmgstl!
You can enroll your new account in the discount by going here. Depending on your employers discount agreement, this may roll off the discount for your son’s account however (some discounts are employee only, and do not cover family members)
I hope that helps out! Have a great day, and thanks for reaching out here in the AT&T Forums!
Tim, AT&T Community Specialist
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jmgstl
Tutor
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5 Messages
8 years ago
Tim: Appreciate the help - but it didn't work. The FIRST time I entered my email and telephone information I received an reply that I had exceeded the number of attempts. Can you fax (*****) or email (*****) me a copy of the form? Or provide me another route to make. ATT makes it SO difficult for the customer to make even simple administrative changes to their account. The first service rep I spoke to promised to make the change; it didn't happen. In fact, it made it worse because you and I are now trying to resolve the resultant over-charge. The second rep said she couldn't make the change at all. Have a hard time believing that I'm the first person ever with a national discount who wants to apply the discount to a difference phone number.
I have 5 lines on my account. I've been an ATT customer for MANY years...so far. Thank you. Joe [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
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ATTHelp
Community Support
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231.4K Messages
8 years ago
Hello @jmgstl!
I appreciate you following up with this! This sounds extremely frustrating and I’ll be happy to help get this resolved.
We have a group that can remove the discount from what’s now the secondary line. Once it’s been removed you’ll be able to sign-up once more on the primary line.
Please be on the lookout for a private message from us and we’ll reach out and get this fixed.
Thank you!
Tim, AT&T Community Specialist
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jmgstl
Tutor
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5 Messages
8 years ago
Tim – thank you for your continued patience and support.
Please note that the national discount was $23.52 for MANY years. But the latest invoice ending Sept 3 allowed me only $14.42. Hence, I’m paying an extra about $10/month ($120/year at this rate) for no additional service! If the discount rate changed I should be grandfathered in at the previous rate; had I attempted to make no change the rate would have continued to roll over. Also, I expect ATT to credit me with the amount of any “lost” discount accruing while this issue is being resolved, including any period between discontinuing and reinstating the national IHG discount.
Regards
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jmgstl
Tutor
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5 Messages
8 years ago
Addendum to Post 5
As of this time I've not received the private message referenced in your reply.
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formerlyknownas
ACE - Sage
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117.1K Messages
8 years ago
If the discount changed, and your account and line changed, the change caught up with you. There is no grandfathering of discounts.
Employees who left a company or changed job status with lower discount rates, and it has some times not caught up to the account and dropped off the discount right away. Of course they aren't entitled to get the discount back as 'grandfathered'. If you changed plans, the rate may be applied to the account differently as per your companies agreement with ATT.
Of course this doesnt rule out an error in ATT system
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jmgstl
Tutor
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5 Messages
8 years ago
The primary problem remains. How do I get the national discount applied to my -8007 line and not the -1951 line? Tim indicated I might be provided a new application form to apply this discount to -8007 simultaneously with discontinuing the discount on -1951. This was the crux of the problem in the first sentence of the first forum post and remains unsolved through the current post.
Frankly, from a customer point-of-view, this problem is taking much of my valuable time (and probably yours). Tell me, with some resolvability, how and when will does ATT expect to provide and final answer and fix the problem?
Anxiously awaiting your expeditious solution..
There are other wireless vendors willing to take my money as, to paraphrase ATT's "no grandfathering" remarks, there's no guarantee to customer loyalty (when simple requests require excessive investment of a customers time and effort).
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formerlyknownas
ACE - Sage
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117.1K Messages
8 years ago
A private message would come through the internal message system, the blue envelope above the orange bar.
The "no grandfathering" comment was not from ATT. I am a customer and this is primarily a customer populated forum. To reply directly to ATT use the message system by clicking on the blue letter @ATTCares in Tims post above.
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