AT&T Community Forums

Why won't AT&T honor their own promotion?

I pre-ordered an LG V20 under the promotion outlined at att.com/tvlgoffer and talked through all of the requirements before ordering the device via online chat. AT&T is now claiming that I am not eligible to receive the bill credits since the number was ported from Google Voice. I have copies of my online chat record (which i provided to AT&T) showing the converstion where the AT&T representative stated that the Google Voice number would qualify for the promotion. Will AT&T buy the device back? Will the bill credits be issued? Do I need to cancel my wireless service, interent, qnd DirecTv? Who can resolve this issue rather than giving me the constant runaround that I am currently experiencing?

Responses

David606

Employee

•

3.5K Messages

7 years ago

Port-in: From eligible mobility carriers (excludes Cricket and select others)

Eligible carriers means actual carriers like Sprint, Verizon and T-Mobile. Google Voice does not count.

0

Pkmyers13

Tutor

•

5 Messages

7 years ago

I understand that maybe it wasn't supposed to be included, however an AT&T
representative told me that the number coming from Google Voice would
qualify for the promotion.

AT&T reps should know their promotions rather than just trying to push
sales. I have my entire online chat record that states that my port would
qualify.

0

Shaw5676

Tutor

•

2 Messages

7 years ago

I use to manage an ATT Store go into a COR store. Ask to talk to a manager you might have to start with a rep. They will need to get ahold of another department like operations to fix it. If the manager doesn't know or won't help ask for the mobile number of the Area Manager. It won't get fixed that day but they can get the ball rolling. Good luck.

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formerlyknownas

ACE - Sage

•

117.2K Messages

7 years ago

My guess is the phone rep didn't know what google voice was. But it does not qualify as a competing carrier, since it is not a carrier at all.

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Pkmyers13

Tutor

•

5 Messages

7 years ago

Possibly...but the issue is that i never would have brought the number to
AT&T an ordered the device without the promotion. So since I was told that
it qualified, I ordered the device.

AT&T should be held responsible for their employees mistakes.

0

formerlyknownas

ACE - Sage

•

117.2K Messages

7 years ago

This is why ATT publishes promotions, policies and prices. In a he said, she said situation, the written words trump all.

0

Pkmyers13

Tutor

•

5 Messages

7 years ago

Its written in the online chat conversation that the port would qualify.
The promotion details on the AT&T site are pretty vague, which is why I
used online chat to confirm that I would meet all requirements before
actually ordering the device.

0

Shaw5676

Tutor

•

2 Messages

7 years ago

File a complaint with the BBB or AG office those go to the office of the president. If an employee says the wrong information one of AT&T's motto's at least in COR was honor commitments. If you have the chat when you post the complaint with BBB the or AG put that in the documentation.

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inneyeseakay

Employee

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1 Message

7 years ago

Any luck? I've yet to receive any credits on this promotion either.

0

Pkmyers13

Tutor

•

5 Messages

7 years ago

Yes! I was able to provide them the online chat records showing that I was
eligible for the promo. I finally got through via online chat. They
connected me with a specialist and provided a one time bill adjustment for
the full amount of the credit and billed me the remaining balance on my
phone. So now the phone completely paid off and does not show on the
monthly bill.

0

Pkmyers13

Why won't AT&T honor their own promotion?

David606

Pkmyers13

Shaw5676

formerlyknownas

Pkmyers13

formerlyknownas

Pkmyers13

Shaw5676

inneyeseakay

Pkmyers13

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