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DextarRogue's profile

Tutor

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6 Messages

Thursday, October 5th, 2017 6:43 PM

S8/S8+ BoGo credit issues - six months and no credits

So I've been dealing with this for over 20+ hours on chat, multiple "cases" opened with zero resolution. I'm tired of having to fight for a deal I qualified for and I'm ready to pack my bags and leave AT&T after many years.

 

I ordered my wife's S8+ upgrade and added a new line with an S8+ (we would have to cover the $100 difference of the $750 offered by the BOGO deal) under the BOGO deal which ended on 4/1. This did NOT require you to have DirecTV service, that deal started on 4/2. I've confirmed with MULTIPLE reps that we qualify for the deal but after six months I'm still not getting my BOGO credits (I'm up to a whopping $150 now) and AT&T refuses to help me. Everyone tells me they will "create a case with my manager" but I never hear anything. It's like AT&T support just doesn't care. Both of my phones were ordered on or before 4/1, one of the lines was a new line, one was an upgrade. Even when I was ordering it was confirmed by an agent that I have the BOGO deal.

 

Last night after three more hours on chat, I was told that it was taking the activation date, not the order date and that's why the deal isn't applying because I didn't have DirecTV service and my bogo deal had expired. I want this resolved, if I owed AT&T $150, my account would be suspended. I've reached out to the @ATTCares on twitter and they stopped responding to me as well.

Community Support

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230.7K Messages

6 years ago

Hello @DextarRogue,


It is concerning to hear about the issues you are having with one of our BOGO promotions.  It will be my pleasure to help!


I would like to look deeper into this for you, please send me a private message to @ATTCares.  Within the message, please include your full name and account number.  Any additional information would be welcomed.


Looking forward to hearing from you! Have a great rest of the day!


Katie, AT&T Community Specialist  

Teacher

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7 Messages

6 years ago

There is no way that they will fix it, I bought 4 phones 2 of which should be free and guess what, I made peace with the fact that I will pay for all 4 and then promptly leave after my 24 months is up. 

ACE - Sage

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116.6K Messages

6 years ago

@DextarRogue

 When did you actually buy the S8 and S8+?   

I do not recall any BOGO on the preorder     The phone had to be on the list of qualifiying phones.

 I take that back....

 

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Tutor

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5 Messages

5 years ago

Wow! Same ditto issues and pathetic services responses from AT&T. I feel these are fraudulent offers not fulfilled as per promises, just looting customer money. Best is to move out of AT&T asap. Other providers are much better. 

Tutor

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5 Messages

5 years ago

Wow! Same detto issues and same pathetic services responses from AT&T. I feel these are fraudulent offers not fulfilled as per promises, just looting customer money. Best is to move out of AT&T asap. Other providers are much better.

Contributor

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3 Messages

5 years ago

We are frustrated by the BOGO. We qualified and got the first 6 months credited, but then suddenly it stopped! Around that same time we were getting false notifications that our data was over our usage, even though we looked it up and we were only at 50%. The reps had no idea what was wrong as they could also see we weren't even close to being over. One rep said he would credit us 5g that month to make sure we don't get that message again, even though we had 6g and had only used 3-4 at that point. Now looking back at the bills, it was around that same time that our BOGO credit stopped and now we have a hefty balance on the so-called free phone! I spoke to 2 reps, they were confused, one escalated me to someone who should have been able to help, but he kept putting me on hold and then would come back and ask if I was past due. well, no, we are auto pay, we have never been past due. Then he puts me on hold 5 more minutes and comes back and asks me if we qualified for BOGO. Um, yes, we were getting it for about 6 months, and then it stopped. So then after another 5 mins of hold time he said someone else will have to call me back and hung up. Apparently it was 9pm by then and he wanted to get off work. So I have my doubts someone will call me back, and I will probably have to waste more of my time trying to get this solved! At this point, they owe me $250 in back credits! We qualified for BOGO, we have never been late, and didn't do anything different, so why the heck did it stop? And the website and viewing the bill is awful, you can't understand it or even get it to open half the time. Guess you have to watch everything like a hawk. Since we auto pay we didn't even notice for several months that the credit stopped. What is wrong with their billing department that they can't keep things straight?! 

Tutor

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5 Messages

5 years ago

No response,  AT&T s**ks. Stuck with it without resolution. Just waiting for right time to make sure I get out of it and make them pay for my losses 

Contributor

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3 Messages

5 years ago

We don't even have good service in our house, have to step outside now to make calls, and its been below freezing. Had perfect coverage in the house with Verizon a few years back. Made the switch because of the BOGO, but clearly it was a bad decision as we are now being charged for the phone. We will also be leaving once our "contract" is up. yes, its a contract in disguise!

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