Disappointed: BYOD credits is promised but are now not applicable from 611 customer service.

Snapshot of the quote email I received from agent.

“Hi @yhendison,

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your issue, please review our Contact us page  (AT&T Customer Service - Phone Numbers & Live Chat (att.com) and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help”.

Thank you for visiting AT&T Community Forums.

Zoey K, AT&T Community Forums Specialist.

same here, no promo for two lines ported. 

call and ask for supervisor.

they can easily trace the promo time frame. 

being as they can not go back to retag the promo. they can offer a credit to your acct w/ the remaining promo balance. 

they just did w/me for both lines. 

The  BYOD offer requires you port your phone lines and do the switch to AT&T online only.  (No human help).  

If you received assistance from a call center representative, they took credit for the switch and it's not an 'online only' switch.  

You can try filing a better business bureau complaint online and see if they will do anything for you

All of my two port in's were done via online only.  The credits that were not given were completed by a supervisor after research validating my qualification

were found to be valid.  It took a while but a supervisor who knew the ropes took care of it for me.  

I ported 2 lines over from Verizon in November 2023 taking advantage of BYOD and I have not been able to get the promotion of $10 off per lines and waived activation fees. I called customer service several times and they gave me a run around saying that I could not get the promotion because I got help from online chat agent to process the order. I got a chat history confirming that I should get the promotion and now this is getting nowhere. Very frustrated with AT&T responses. Is there a number /contact I should called before elevated to BBB or ATT upper management with my chat history

The chat history doesn't matter. AT&T doesn't have to give you something just because a rep gave you erroneous information.

You can file a BBB complaint. That gets sent to AT&T upper management. If anyone can override the terms of the promotion, that's who it would be.

@binhpa 

Yep, the chat agent gets credit for making the switch, so you don't get bring your own device credits.  

This is a very twisted way of doing business from AT&T. It is much cheaper to lure in customer with $10 off per month instead of subsidizing new phone costing more than $20/month. I did it online but it keep cancel me the next day so I have to ask chat agent to support me. The whole logic of putting customer through so much pain and grief to get a credit seems to backfire to ATT reputation.  I wonder if the chat agent lied to me when he said I would get the credit. I am glad I save the chat transcript as proof. Worst case, I leave ATT and don't believe them in the future. It is easy to get a customer and it is harder to keep them. Seem ATT failed miserably in this regard

wonder if the chat agent lied to me when he said I would get the credit. I am glad I save the chat transcript as proof.

Again, that doesn't matter.