Joseph O.

In February of 2018, I entered an AT&T retailer to switch from Cricket pre-paid to AT&T monthly service. I had hoped to take advantage of a buy-one-get-one promotion. Since I was coming from Cricket, I worried that I didn't qualify; the salesman assured me that I did qualify, so I signed up for myself and my wife, paying taxes on two $750 phones, assuming that I'd only have to pay the cost of one.

After three months, I wasn't receiving the credit to my bill for the second phone. I called customer service, who could not explain what the problem was. They credited my account for some of what I was owed, then assured me the problem would be fixed the next month. When I received the next bill, the problem had not been fixed, so I called again. This went on for 7 months (two of which I made while abroad). Each time I called, I spent an average of an hour on the phone with customer service; each time with the same result: some kind of credit to my account followed by the promise that it would be resolved.

Finally, in January of 2019, I called customer service once again and was told rather rudely (after I got a little belligerent myself) that I actually did not qualify for the BOGO because I had moved from Cricket.

At this point, I went to the store where I first made the purchase to talk with the manager. I naively intended to give the phone back, but was told that I couldn't because it was used, and was now locked in to a phone purchase to which I had unwittingly committed. But the manager assured me that she could get the BOGO credit to apply to my account.

In February, it hadn't applied, so I went back; the manager said she'd check on it. In March, it hadn't applied; nor in April or in May. I returned one last time in May of 2019, when the manager told me that because I hadn't qualified for the BOGO initially, there was nothing she could do. This IN SPITE OF THE FACT that it was her associate who misled me (whether intentional or not).

I'll admit I'm fortunate that I received as many credits that I did for a program I didn't qualify for. But this was not my mistake: I was assured that I qualified and then, after A YEAR had passed, was finally told a mistake had been made and that there was nothing to do about it. So either I was lied to to make a sale, or the associate did not have all the information that he needed, and AT&T refuses to make it right.

Once these phones are paid off, I plan to never do business with AT&T again.