Request for Reimbursement and Honor of Military Discount Agreement

Subject: Request for Reimbursement and Honor of Military Discount Agreement

Dear Customer Service/Retention Dept.

I am writing to address a matter of utmost importance regarding my account with AT&T. As a loyal customer and a veteran who has faithfully chosen AT&T since November 11, 2019, I am deeply disappointed to discover that the military discount, which I applied for and confirmed multiple times, was never applied to my direct pay billing.

I have always placed my trust in AT&T to uphold its agreements, and it is disheartening to learn that such an oversight has occurred. To rectify this matter, I am seeking proper reimbursement for the total amount owed, which I have calculated to be $1,260. I base this amount on the monthly discount I should have received over the course of my contract.

In my attempts to resolve this issue, I have dedicated considerable time and effort to communicate with your customer service representatives. I have been subjected to extensive wait times and frustrating experiences of being passed between departments, resulting in hours of my time. However, after persisting, I was fortunate enough to speak with a manager who offered a reimbursement of only $360. I must express that this amount is not satisfactory, especially considering the circumstances and the commitment AT&T has made to honor military discounts.

As a veteran, I believe it is essential for companies like AT&T to demonstrate their commitment to those who have served our country. If the situation were reversed, AT&T would rightfully expect full reimbursement in a timely manner. I kindly request that AT&T honor its agreement, respect the principles of integrity and fairness, and reimburse the amount of $1,260 as originally requested.

Should AT&T fail to rectify this matter appropriately, I will be left with no choice but to report this issue to the Veteran Affairs Office, the Federal Communications Commission (FCC), and the Better Business Bureau (BBB). Furthermore, I am prepared to share my experience with other veterans, ensuring that they are aware of the discrepancy in AT&T's treatment of military discounts.

In the event that AT&T promptly resolves this matter and provides the reimbursement as requested, I would like to express my continued loyalty by adding a line to my account to include a new phone. Additionally, I would like to explore the possibility of upgrading my phone. However, please be advised that if AT&T cannot honor its agreement, I will regrettably have no choice but to terminate my business relationship, that includes phone and internet, with the company.

I kindly request a written response from AT&T within a reasonable time frame,14 days from the date of this letter. Please provide clear confirmation of your intent to reimburse the full amount owed and outline the steps that will be taken to rectify this situation. Furthermore, please include any necessary instructions or documentation required to add a line and upgrade my phone, should we reach a satisfactory resolution.

Thank you for your attention to this matter. I trust that AT&T will demonstrate its commitment to customer satisfaction and its dedication to honoring agreements. I sincerely hope that we can resolve this issue amicably and maintain a mutually beneficial business relationship. 

Sincerely,

Rachel