Complaint Review: AT&T Mobility - Texas Dallas
AT&T Mobility Marteanus Jones Multiple parties promised me a buy-one-get-one free deal and said it was valid. They entered under contract with me under false verbal agreement. Admitted they were wrong and would not honor their word and in fact said they do not have to. They even asked me if I have proof. Well I do have recordings of them admitting fault. Texas Dallas
I was in Las Vegas late March and got into my car and my iphone fell out of my pocket right as I shut the door and it was crushed. I went into N. Durango AD store to find out my options. I had a phone stolen, fell in the lake with another phone in my pocket, so I was out of insurance. The manager there, Greg I think, told me I could exercise a BOGO, add a new line and get two new phones. He then told me as I was adding the other line that I had to pay my other phone off (the crushed one), first to get the other new phone. He told me I had 15 days to pay off the phone and get the deal.
I came back in about 8 days or so to pay off the phone and the guy that was there called Greg and relayed his message the deal was no longer valid. I was probably visually upset, but not out of line or rude. The guy there was rude and did not offer a resolution. I went outside and called AT&T and they said the deal was still going.
I went back in and was confronted, and I mean confronted with big eyes and attitude, by a woman who worked for your store. I told her I felt like she was getting an attitude with me, that the guy was offering no help and she ended up calming down. The other guy started working on it. He finally threw his hands up and said he wasn't touching it. She told him to go to the back room and told me to come back when Greg was working, but he was not there.
I left and called AT&T and they said I could actually send the phone in and they would return my phone. I had a bad experience before where my phone died with Tmobile out of the blue, I went in and asked to use my insurance, they told me I did not have insurance and so I went through another mail in option and they ended up charging me a ton of money, saying the phone was water damaged, which it was not. So, I asked AT&T if I could go into a company store and they said yes.
I went there and they said it was a good thing I didn't do the mail in because apparently there are always mix ups when returning AD merchandise to corporate. He said the deal was still going, so he had no idea why that was said. I paid off my old phone and he gave me a new phone. He had a hard time getting the payment to go through, but he overrode it. He said it would take a few months for the lower payment to kick in and that I would be credited the additional amount.
Fast forward to recently, I called in to see how many more payments I had to make at this amount. My Dad listened to this entire exchange. They told me they did not see a deal even on my account and also saw someone was calling in my account multiple times in the recent past. He also said the deal should go through immediately, so he didn't understand the lag. He told me that he would note suspicious activity and needed to transfer me to Fraud.
I was transferred to fraud and the initial lady was not helpful. She said she did not even see the calls. I asked her to get the guy on the phone that just noted my account. She said that she had no idea who that was. I asked her if there were notes on my account and a name. I gave her the department. She would not answer me and was pretty rude the entire time. I asked for a manager.
This lady was initially kind of rude, but ended up calming down and spent about an hour or so on the phone with me, getting all the details. She said she worked in sales at one point and that the lag in the discount is indeed how it happens. After getting all the details, she transferred me back to AT&T customer service and said she would remain on the phone. Customer service put me on hold a couple of times, finally said she could help me, that there was an issue and it was because I got the wrong phone.
I told her I was never told I was getting the wrong phone. The rep just went and got a phone. He never said this phone would negate the deal. In face, the lag in payments was the last thing he told me and it was while he was activating the new phone. I tried to speak to the Fraud person on the phone, but she had hung up without saying anything. Then the girl said the rep messed up, you all would fix it, it was on AT&T, but she needed to have someone call me back in twenty or thirty minutes. Noone called for over an hour.
I called back and got another young lady who was sweet at first. She looked into it and suddenly found out after about 20 hours of dealing with this stuff that the deal was offered during the time it was going, but it expired before I came into the store. She admitted also the mistake was on AT&T, but said that I would have to go back into the store, find the guy and have them fix it. I was upset, but not livid.
I was more shocked that AT&T after all of this time was doing something very similar to their customers that Tmobile was doing. I have always considered AT&T a higher class company. I was yelling noooo noooo... like, I something tragic happened. She was taking it personal, so I asked for a manager. The manager was as cut and dry as humanly possible and did not offer a solution
. I told her that I knew someone that was a higher up (no names) and was going to have to go to them (you), but I explained throughout this process I really did not want to do that. I still don't want to, but I have no other choice. She said I could talk to whoever I wanted, but you all would basically say the same thing that I would have to travel 2K miles, go find the guy, make him do... what'?? to get AT&T to make it right, even though multiple reps had admitted it was an error on AT&T.
This is how almost three hours of conversations, being transferred to multiple people, being treated poorly by multiple people, being told different stories by multiple people and being lied to by multiple people. The only reason they called me with an unfair resolution was because I know a higher up and he reported the case for me. He admitted fault as the other reps did and then told me that they don't have to honor misrepresentation. I was never rude to him, he kept interrupted me and when I told him I was done talking to him, he hung up on me mid sentence. So, basically the office of the president has a rep who calls and talks over people and says that AT&T doesn't have to honor their word and hangs up on you.
I reported it to the BBB, and this guy calls me back and has the audacity to ask me if I have proof and he hangs up on me again when I refuse to let him talk over me.
This report was posted on Ripoff Report on 07/02/2019 02:11 PM and is a permanent record located here: https://www.ripoffreport.com/report/att-mobility/texas-dallas-marteanus-jones-1481324. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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