Contributor
•
5 Messages
Executive Escalation
How do I actually get the advertised Veterans discount for Unlimited Elite at $37.50 per line per month?
Wireless customer since 1998. Used Corporate discount for years. In 2019, switched to veteran discount. Presented DD214 and Veterans’s stamp on Georgia driver’s license. They updated my account Foundation Account: 02391472. Stayed with existing 4 line plan as it was cheaper than veterans discount.
In May 2021, called in to switch to Unlimited Elite and current discount. I was informed by the nicest agent, it was taken care of. Next invoice came in at $60 a line. Spent two hours on chat to no avail. Informed it would take 30-60 days for this discount to apply. Next invoice comes in and only a $10 discount applied, so now at $50 a line. Still a pretty good gap to get to $37.50.
Why is this so hard? Not to sound too much like a first world problem, but my time is valuable.
Any ideas on how to escalate this without me spending more than 15 minutes on chat or phone?
Constructive
Former Employee
•
32.9K Messages
3 years ago
file a bbb complaint
0
0
Fl_retire
ACE - Professor
•
3.1K Messages
3 years ago
Are you sure you have a veterans discount? FAN code for different military branches and veterans. I change to 485530 when the veterans discount went to 25%.
Air Force - 2421652
Army – 2421660
Navy – 2421954
Marines – 2421958
Coast Guard – 2422480
Veteran – 4085530
(edited)
0
tfa675
Contributor
•
5 Messages
3 years ago
Looks like they put VA FAN on my account. I just called in and agent stated they both have a 15% discount. They are not able to give me the advertised rate. 17 minutes of agent checking my account and rechecking my account. Ridiculous.
Any thought on getting this escalated?
0
0
Fl_retire
ACE - Professor
•
3.1K Messages
3 years ago
The veterans discount is the same 25% as active duty for any of the three unlimited plans. As @Constructive said file a BBB complaint which can be filed online.
https://www.att.com/offers/discount-program/military-discount/?source=EC1N250000000000P&WT.srch=1&wtExtndSource=%2Bat%26t+%2Bveterans&gclsrc=aw.ds&&gclid=CjwKCAjwq7aGBhADEiwA6uGZp1VESHa8eM89nApbg6Yxs-GczKDnfYkBkirmeTMxGEsfZH7C9mXtRRoCcSAQAvD_BwE&gclsrc=aw.ds
(edited)
0
0
sandblaster
ACE - Expert
•
64.7K Messages
3 years ago
You aren’t getting the 25% discount because they have the wrong FAN code on your account. As suggested, file the BBB complaint. They will get the right discount code assigned to your account and the 25% discount will get applied. In fact, it should be retroactive to when you switched to the Elite plan.
0
0
tfa675
Contributor
•
5 Messages
3 years ago
BBB complaint submitted.
0
0
tfa675
Contributor
•
5 Messages
3 years ago
Here is a quick update. BBB compliant provided a response from Office of President. After a couple of email exchanges, providing my DD214 again, signing up for paperless billing I was informed the account was set up and in 1-2 billing periods the discussion would apply. I was also informed a credit would be applied to the account to reflect 4 months of discount. Well the next bill arrived and nada, nothing. I then emailed back and within an hour the credit was applied. I’ll provide an update again when the discount actually shows up.
side note: when I switched plans HBO Max was hosed … tried to use same executive support and the gave me a phone number that was bad … tried front line support with no success … finally after three emails with executive support they found someone to fix the problem
why is this so hard? Why does it take months for a discount to be applied?
0
0