3 Messages
AT&T Bait & Switch
I have wireless service from AT&T. I have received several offers over the years to sign up for other services in my area. Most recently, I received an offer for fiber internet with a rewards card incentive. I went online to look into it, and a chat window popped up, asking if I needed assistance. I asked it a question, and an agent came online. She offered to finish setting up my new fiber account (of course). I told her I didn't need assistance, but she insisted that she could get me a better offer than what I had in my cart. She offered me a combination of rewards gift cards and a Google Smart Home bundle. She said the only way I could get the Google Smart Home bundle was to order with her. I agreed, and we proceeded with the order. Now, one month later, I'm getting the run around from AT&T and was just told that each customer can only receive two rewards and that she shouldn't have offered me the Google offer. I was just told by an agent outside of the US (the 3rd I've spoken with today, and by far the least helpful) that the agent who set up my account will be "dealt with" for her mistake. That doesn't solve my issue, nor is it professional in any way to tell a customer that. He told me that I "might" receive an email or a text as a follow-up to our call but that there was nothing he could do to assist me. I asked to speak with a supervisor or anyone who could actually assist me, and he mumbled something and then tried to offer me an additional line on my wireless account. WHAT. Can someone please assist me with the missing reward that I was, apparently, offered by mistake? The bottom line is that it was offered, and I signed up, so AT&T needs to honor it.
CraigHawkins
2 Messages
8 months ago
Good luck. I was promised a $150 rewards card and my first month service for free but they only gave me a $100 reward card and no first month free. The first month free was promised because they kept delaying my installation which took 4 months to finally get installed and I had to argue with the rewards department to get just some of my rewards card
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ATTHelp
Community Support
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232.9K Messages
8 months ago
Hi @hcali, we understand the inconvenience that you've been through. Let's make up for the invested time, and we're here to guide you in the right direction.
As this issue is related to the gift card, please contact our Rewards Support team at 800-288-9983, they are available from 9 a.m. to 6 p.m. (CST), Monday through Friday, as they are the experts who are dedicated to solve your issue.
For more information, you can also visit our Reward Center.
For further assistance, we are always here to help!
JasmineS, AT&T Community Forum Specialist
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hcali
3 Messages
8 months ago
Already spoke with them three times. I wish your response surprised me. More run around yet again. They said they do not send out the Google bundles, they are handled by AT&T. They could not assist me. I will say, however, they have far better customer service agents than AT&T’s main customer department.
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hcali
3 Messages
8 months ago
To further clarify, I received most the gift card rewards and the remaining reward is in route. It is the Google smart home bundle that is missing and unaccounted for. It was this extra offer that the agent gave me when signing me up that convinced me to move forward and now AT&T is not following through on the offer.
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ATTHelp
Community Support
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232.9K Messages
8 months ago
Hi again @hcali, thanks for writing back to us. We got you, and we're here to shed some light.
We need some account specific information, hence we are requesting you to connect via direct message. To get started, please look out for a chat notification next to the bell icon in the upper right corner of the page.
Looking for to connecting with you.
JasmineS, AT&T Community Forum Specialist
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