Master
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3.2K Messages
Missing Your BOGO Credits?
One of the biggest problems we see on these forums goes something like this: "I bought two phones and they were supposed to be BOGO, but I'm being charged for the second phone." It's a simple problem, but the reasons are complex. This article can help figure out what happened and what to do about it.
What are BOGO credits?
BOGO stands for "Buy-One-Get-One." The deal is that you pay monthly installments for a phone on one line, but if you buy a phone on an additional line, you'll receive credits every month that cancel out the installments on that line. If you get the credit every month for the phone, it will be free at the end.
How do you get BOGO credits?
BOGO credits are added by a computer when you buy phones under the right conditions. If you don't see credits on your bill for the phone, 99% of the time, you didn't qualify for them. Let's start digging and see what happened.
1) Has it been over two billing cycles since you bought the phone?
It usually takes 2-3 billing cycles before the credits start. Once the credits start, you'll get credited back for those first few months. So if it's been less than three bills, just wait.
2) Did you pay off the installment plan early?
Some people get the two phones, pay off one phone, and think they'll keep getting a free phone. If you pay off or cancel the "buy" line, the credits will stop on the "free" phone.
3) Did your account get suspended for non-payment?
BOGO credits require the account to stay in good standing. If your account is suspended because of an unpaid bill, even for a minute, all credits may stop and won't come back. So pay your bill.
Now that we've gotten those out of the way, we need to look into the terms and conditions of the promotion you were offered. You can look up all the deals AT&T has offered for the year by searching att.com/support for "bogo" and the year. For instance, BOGO 2019 is here.
4) Did you add a new line?
Almost all BOGO deals require you to add a new line in order to qualify. Upgrading an existing line, transferring a line from prepaid to postpaid, transferring a line from another service that uses AT&T like Cricket, those don't count. If you didn't add a brand-new line of service for at least one of the phones, you don't qualify. The majority of BOGO deal failures seem to fall here, because the customer didn't add a line.
5) Which phones did you buy?
With BOGO deals, you're always required to buy two specific devices, like a Samsung S10 or an iPhone XR. Even buying a different storage capacity (like the 32GB instead of the 256GB) can disqualify you. Check the terms of your BOGO carefully to make sure you bought the right phones.
6) Do you have TV or Internet through AT&T?
This isn't always a requirement, but it's rare when AT&T doesn't require adding additional services to get a BOGO deal. If the terms and conditions say TV or Internet is required, then you would need to already have or buy new TV and/or Internet service with AT&T at the time of buying the phones. DirecTV Now wouldn't count.
In short, if you're in the market for a new phone and want to take advantage of a BOGO, follow these steps:
- Read the terms and conditions of the BOGO on the website or the in-store promotional materials.
- Double-check to make sure you're getting the right phone, adding a new line, whether you need to have AT&T's TV or Internet.
- Make sure you wait two billing cycles
- Pay your bill on time so you don't lose the credits.
If you do all that, enjoy your free phone.
**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
Accepted Solution
Official Solution
ATTTimCS
Employee
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420 Messages
11 months ago
Hi everyone!
If you purchased a phone under a BOGO promotion (Buy One Get One) and you did not get your credits as expected, please ask a new question and we'll be happy to reach out to you directly to assist. Please don't share any personal information in your post, we'll bring you into a direct message to gather your details to assist.
Tim, AT&T Community Specialist
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Accepted Solution
QuarryRye
Master
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3.2K Messages
5 years ago
Promotions and deals often change so please be sure to check back in the future for any updates. If you have any questions not covered in the original post, please post your question here and we'll be happy to help!
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Accepted Solution
QuarryRye
Master
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3.2K Messages
5 years ago
EVERYONE: If you got a phone under a BOGO promotion and it turns out you didn't qualify, almost no one you talk to over the phone will be able to fix it. It's not that they don't want to, but the average customer service rep and even his/her supervisor can't credit you back the amount of the phone or put a monthly credit on your account. They just don't have the authority.
Your only chance is to file a complaint with the FCC or BBB, and AT&T's Office of the President will be required to contact you directly. There's no higher authority at AT&T, and I've seen them work miracles to resolve BOGO problems. I'm not promising anything, but it's your only hope.
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Accepted Solution
AdelineStar
Teacher
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26 Messages
4 years ago
Hi @lichelou
This appears to be the offer you were referring to. It may better help you zero-in on what you needed to do to qualify – and remain qualified; as well as help you make a decision as to what your next step[s] should be. Good Luck!
Find out how to get a $250 Reward Card—plus the latest iPhone on us
Buy an eligible iPhone, get an iPhone XR 64GB on us when you buy both on AT&T Next® with eligible wireless (min. $100/mo. combined before discounts). Plus, get a $250 AT&T Visa Reward Card.
Ends 6/30/19. Available in select areas and locations
You'll need to:
Purchase two eligible iPhones on AT&T Next or AT&T Next Every Year installment agreements
Add at least one new line to a new or existing account
Pay taxes on the full retail price of both devices up front.
Have an eligible wireless plan (min. $100/mo. combined before discounts for new customers. Existing customers can add to eligible existing plans).
Pay a $30 activation or upgrade fee for each device
Note: AT&T Next and AT&T Next Every Year are 0% APR agreements with 30-mo. term at up to $48.34/mo. and 24-mo. term at up to $60.42/mo., respectively.
Eligible Phones: iPhone 8, 8 Plus, XR, X, Xs, or Xs Max (priced up to $1449.99)
After all that you’ll get:
iPhone 8, 8 Plus 64GB or XR 64GB for free after up to $750 in bill credits—sweet!
iPhone 8 Plus 256GB, XR 128GB/512GB, X, Xs or Xs Max will be up to $750 off.
Note: Credits start within 3 bills and will be applied in equal amounts (up to $31.25 each) over 24 or 30 monthly installments to the lowest priced device. You will receive catch-up credits once bill credits start.
Important notes:
To qualify for bill credits, both wireless lines must be on same account, be on an installment agreement, and remain active & in good standing for 30 days.
Installment agreements start when device is shipped.
To get all the credits, the discounted device must remain on installment agreement and you must keep eligible service on both devices for entire installment term discounted device.
If you cancel wireless service on either line, your credits will end and you'll owe the balance of up to $1450.
If you upgrade or pay up/off the installment agreement on the discounted device early, your credits may cease.
Credit approval is required. Depending on your credit, a down payment may be required.
You have 14 days to exchange or return the smartphones; a restocking fee of up to $45 each may apply.
But wait, there’s another offer:
When you order online, get a $250 AT&T Visa Reward Card
Purchase an eligible iPhone on AT&T Next or AT&T Next Every Year with eligible wireless (min. $60/mo. before discounts for new customers). Note: See above for eligible devices. iPhone 8 64GB excluded.
Add a new line to a new or existing account
Limit One Reward Card per account.
You will receive an email or letter with redemption requirements. Redemption is required within 75 days from reward notification email or mail date.
Reward Card delivered within 3-4 weeks after redemption
You must maintain qualifying service from activation through reward fulfillment.
Reward Card expires at month-end 6 months after issuance. No cash access.
For cardholder agreement, go to rewardcenter.att.com.
AT&T Reward Card issued by U.S. Bank National Association, pursuant to license from Visa U.S.A. Inc.
This offer ends 6/30/19
General service details:
Purchase, financing & other limits & restrictions apply.
Offers may not be combinable with other offers, discounts or credits, and may make your account ineligible for select other offers (including bill credit offers) for 12 months.
Pricing, promotions, programming, terms & restrictions subject to change & may be modified or terminated at any time without notice.
Wireless service subject to Wireless Customer Agreement (att.com/wca).
Prices can vary. Taxes, Reg.Cost. Recovery Charge (Up to $1.50), other fees and charges, usage, speed, coverage & other restr’s apply per line. See att.com/mobilityfees for details on wireless fees & charges.
Other restrictions apply & may result in service termination.
AT&T service is subject to AT&T network management policies. See att.com/broadbandinfo for details. International and domestic off-net data may be at 2G speeds.
FirstNet: For customers with a consumer account and a Subscriber Paid User account, first smartphone must be on the Subscriber Paid User account and free/discounted device must be on consumer account and billing addresses must match. Combined minimum wireless service for such customers is $28.50/mo. on Subscriber Paid User account + $45/mo. on consumer account after autopay & paperless bill discount. Pay $83.50/mo. until consumer account discount starts w/in 2 bills.
(edited)
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Unsatisfied999
Teacher
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11 Messages
5 years ago
So frustrating. Even after complying with all of this, no credits are being applied and the supervisor I chatted with today states that we are ineligible for any of it. I also am not getting my autopay credits due to being on a plan the supervisor states is an older plan I’m grandfathered into (which is completely untrue as we only started a family plan a few years ago, added the line and purchased an XS last year during the bogo promotion.)
I never would have purchased my son my son a cell phone and a new iPhone 8 if not for the promotion. Fortunately it looks as though our phones can be transferred to Verizon, as I would feel I need to request transcript of any phone conversations with att support if I were to stay (and my request to email myself the transcript from our chat wasn’t sent, so I wish I’d taken screen shots of the chat...grrr....)
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
@Unsatisfied999 Actually, that ATT iPhone 8 will not be fully compatible with Verizon as it does not have CDMA and will not work on Verizon’s CDMA network. Verizon is shutting their CDMA network down so any incompatibility may be temporary but just be aware.
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
@sandblaster
The iPhone 8 has bands 13, which is the primary LTE band for Verizon. It will work as long as he is in a location with LTE coverage. My oneplus 6t has no cdma, and works just fine on Verizon. Verizon has opened itself up to CDMA-less phones and will not allow activation of any CDMA only phones on its network.
@Unsatisfied999 Please post the exact date you bought your phones. I’ll see if I can find the promotion available at that time.
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Reginapalmer1
Tutor
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1 Message
5 years ago
@unsatisfied999 I am having that exact same issue. It has been 6 months and still no credits. I have been a loyal AT&T customer for more than 10 years and I’m being lied to. I never would have purchased two extra phones if they weren’t free with the promotion. Our old phones were paid off and they were working just fine. I should have known this was too good to be true. Sadly, I will be looking into transferring to another carrier too.
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jeremy3
Tutor
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4 Messages
5 years ago
My bill has been screwed up since November. It has been different every month. one month I receive the credit, the next month I don't. Was told id receive double credits this month to make up for it, but didn't. Starting to get frustrating.
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QuarryRye
Master
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3.2K Messages
5 years ago
If you really want to know why you haven't gotten BOGO credits, answer these questions:
1) Has it been over two billing cycles since you bought the phone?
2) Did you pay off the installment plan early?
3) Did your account get suspended for non-payment?
4) Did you upgrade two existing lines or add a new line?
5) Which phones did you buy?
6) Do you have TV or Internet through AT&T?
7) When did you buy the phones?
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