ATT Bait and Switch to get seniors to upgrade their phones

If you had really read the paperwork provided by Smart circle (Not AT&T). You would have read in the agreement a couple of things that *should* have been red flags, or at least information that you should have banked so that you would understand how this promotion worked, whether or not you qualified, and when you should expect bill credits against your installments 

1.  You had to be on or switch too and unlimited plan with a base price for one line of $75 or more before discounts.  The current starter plan, extra and premium plan do qualify. Older mobile share plans did not.  

2. You are billed every single month for the full cost of the phone in installments over 36 months. That's how all of these promotions are run.

3.Credits don't start for approximately 90 days from date of purchase.   If your purchase was made November 14th, the earliest you should expect credits is February 14th.  

You did not say what phones you purchased or what phones you traded in. Every single promotion from AT&T is published on their website on their sales page. The published promotion provides full details on exactly how the promotion works, when you can expect bill credits, conditions under which you may keep your bill credits, and the phones that are eligible for purchase and for trade in on that specific phone purchase.

Here's a sample of an older iPhone promotion...

And a sample of the current Samsung offer, which can be found on the website today with this exact same wording

This information was nowhere to be found.  That's why we asked an ATT employee and the ATT rep at Sam's Club

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As in my published photos, AT&T's information is all well published and easy to find online. A simple Google search of AT&T's current sales page, looking at all the offer details, including the list of phones included in their promotion back in November. Something you could have done before engaging with people at Sam's club.

The kiosk in Sam's club is not AT&T. They are a long-term franchisee. AT&T grants them franchise rights but then has no control. They do not hire and fire their employees.   They do not get a paycheck from AT&T, it would say Smart circle.  

Other than some sort of additional perk which Sam's club and Costco may offer in the form of a gift card for their store, There is absolutely nothing they can offer you that you can't get directly from an actual AT&T store

    That's why the offers are published, and public.  There are no secret behind the scenes offers. That would account to discrimination and/or favoritism

@Davsaz  You missed the point. AT&T kiosks in places like Sam's Club, Target, Costco, etc are not owned or operated by AT&T nor are they staffed with AT&T employees. They are independents whose sole purpose is to sell AT&T goods and services and then pass that information on to AT&T who has no clue as to what was said and/or promised to the customer. Being as they are independents, AT&T has no control over how they conduct business, and some retailers will do and say anything to make a sale, usually by not disclosing the details of the plan or promising something that AT&T doesn't. AT&T will only honor what is listed, in detail, on their website as @formerlyknownas posted. Technically, you did business with the retailer (the kiosk in Sam's Club) and not AT&T. And, you are bound to Binding Arbitration and/or possible Small Claims, which is detailed in the TOS that you should have read or looked for if it wasn't given to you.

Personally I think it's a shame that AT&T entered into these long term contracts with companies like Smart Circle without some oversight on how they conduct their businesses. Hopefully AT&T will seriously re-consider the details of these contracts when they come up for renewal.

You can always try to file an online complaint with the BBB. That will get forwarded directly to AT&T Upper Management and someone will contact you. That way you can discuss the issue directly with someone from the Office of the President. Just have all of your receipts and paperwork in order when they call. They MAY be able to help. That's as high up in AT&T a customer can go.

Just remember, it's not AT&T, it's Smart Circle (the retail operator) who mislead you. Sam's Club will just tell you to contact AT&T who will tell you to discuss the issue with the retail operator at Sam's Club. 

You also need to be aware that there are also Authorized AT&T Retail Stores (brick and mortar) that look exactly like an AT&T Corporate Store. Those too are independents and some operate the same way as they kiosk in Sam's Club, Costco, etc. You need to ask when you go in if they are a Retailer or Corporate Store. The outside signage should say "Authorized" but not always. 

I just want to know when does being a senior get you out of any responsibility for stuff that you do or don't do?  Exempt you from doing any homework or leg work?  And somehow make you suddenly extremely vulnerable to every advertisement "bombarding" you with offers and enticements?

I'm a retired person. Can I now claim to be bombarded by Reese's peanut butter cup ads, so I should eat them all day long? What about McDonald's?   Decidedly unhealthy foods.   There's a car insurance ad at at every commercial break I would be switching my insurance company on a daily basis if I fell for every single ad telling me their insurance was cheaper than the other guy.  

 I am bombarded by T-Mobile ads at every corner.  I got their flyer in the mail again this week.   But I'm also smart enough to know that T-Mobile has no coverage at my house because everyone with T-Mobile service who comes here (which is absolutely every service person who's done work on my house)  -  has no service here

As a Senior, I, too, am offended when some yells “ they’re taking advantage of us seniors!”

You are older and should be wiser, more experienced and cynical when it comes to your personal business and making financial decisions.  Do your homework.  Ask questions and then confirm (or reject) the answers given.  I’ve had many discussions with other seniors about how they can be so naive & trusting.  

My attorney daughter worked with an elder abuse center and it was sad how many seniors allow themselves to be taken advantage….most of which could be avoided by just saying “NO!”  🤷‍♀️

I too am a retired senior. "No thank you" is the operative phrase. If the deal sounds really good, or too good to be true, I'll listen to what they have to say and then go online with AT&T and see if the same deal is there, but I would still not do business with anyone other than AT&T, or any carrier directly. The deal or promo should be the same. I've had these independents actually follow me for a few feet trying to get me to sign up for their promotion. It really is sad. But the bottom line is that it's my choice. And if I make a bad choice, I have no one to blame but myself. Taking time to do a little research in the privacy of your home can save you hours of frustration, and money.