I signed up to combine my wireless bill with my Directv bill around March 2016. The reason I combined my bill was because of the $10 off my bill each month promotion. When I called to combine the bills, I asked how long the promotion would last and I was told I would receive the $10 off as long as I maintain both service. Well this past January the $10 disappear from my bill. I call customer service and explain that my bill had change. The customer service representative issued me a $10 credit and he made me think it was fixed. When I got my February bill the $10 combine bill discount still was not on my bill. So I called customer service. The first call I was on hold for at least an half an hour before I talked to someone. When I finally talked to someone I explained what was going on. I had to be put on hold few times. After 56 minutes, I was disconnected. So I called back. After another 20 minutes or more on hold, I finally got to talk to someone. I explained that I got disconnected and had to go through explaining why I called to begin with. After 39 minutes into the call I was disconnected. America's most reliable network at it's best! Totally flustered and frustrated, I called a third time. This time I got a recorded message that said 'my approximate wait time was 1 minute'. Wrong! It was another 20 minutes or more. When I finally got to talk to someone, I told them I wanted to talk to a supervisor. After being on the phone for 25 minutes, I got a call from a number I didn't recognize. The AT&T Protect app said the call was from a telemarketer. I ignored it the first time. But I got a another call a minute later. I was on hold with the customer service representative, so I answered the incoming call. It was an AT&T supervisor calling me back from one of my previous calls. I told him I was on hold with a customer service representative and ask if he could hold so I could end my call with her. So I ended the call with the call with the customer rep and continued my discussion with the supervisor.
Here is a summary of what I was told over all the calls I had made. First, I was told that because I enrolled in April of 2018, the offer was only good for 12 months. Well that was wrong in two ways. First, I enrolled in or around March of 2016. Fortunately for me, I still get paper statement, so I had proof. Second, If I did enroll in April of 2018 and had 12 months then I should still be getting the discount through April of 2019. After I got them to admit that I did sign up in 2016, then I was told it was a 24 month promotion. Once again that had to be wrong, because then the $10 discount should have ended in March 2018. After all of that I was not able to get the $10 combine bill reinstated. I did get another $10 credit.
There is really no reason to keep my bills combined anymore. I'm just afraid that I might create another nightmare if I try to uncombined them. I'm posting this in hopes of seeing if anyone else has had a similar problem with combine billing or maybe give others a warning if they are looking to combine their bill.
After hearing from someone from AT&T, this issue has never been resolved. No one knows why this happened. There is speculation that the offer wasn't the correct offer that I applied for. I mention that I had moved and wondered if that had caused me to lose the offer but I haven't been giving an answer to that either. It is really amazing that AT&T, as big as it is, can't solve a simple billing issue. If the offer had expired, then I should have been given that answer. If the offer didn't expire and the problem was a glitch, then it should have been as simple as reinstating the $10 a month credit. The last I heard anything was April 9.