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AT&T / buy one get one promotion

1 Nacogdoches, TX, United States
Contact information:

4/30/16 purchased a new S7 Edge. When received first bill was overcharged and called the 611 number. Issue was resolved and AT&T Representative "Nathan" told us that when we purchased our new S7 Edge we were under a buy one get one free promotion and asked us if we wanted to take advantage of the promotion. He explained that all we would have to do is open a new line, pay three months on the phone, sign a "buy" contract, because that's how BOGO worked and after the 90 day period we would be reimbursed for the 3 payments we made and the phone would be ours. (The first phone we received was the wrong phone (S7) and we didn't actually receive the correct phone until 5-6 weeks after we were told about the promotion). When the fourth bill arrived with the payment still showing on the BOGO phone we called in to get the bill adjusted. That month, and 4 or 5 months after that our bill was adjusted and we were assured that the payment would fall off the bill the next month. It never did. In September we were told that we were never under the promotion period and we would just have to buy the phone. It is my understanding that when a company representative assures a customer of a promotional period and buy one get one free merchandise, the customer should be allowed to take the word of that representative and AT&T should stand behind what the customer was told, as the customer would have no way of proving or disproving the information. My husband and I are only two people and would never intentionally buy a third phone without a promotion that we were assured existed and we would have no way of knowing that a specific representative didn't know what he was talking about. That would make no sense at all. Although I have made literally a dozen or more calls into AT&T, I still feel confident that AT&T will do right by a long-time loyal customer and stand behind what its representative told that customer. I do not want to take this issue to arbitration but, having worked for an attorney for 30+ years, I am not afraid to take that step. Please save both of our time by setting this issue right and standing behind the word of AT&T's representative. Please feel free to contact me with any questions you may have and thank you in advance for your time and quick resolution of this matter.

Toni Seay (

Dec 28, 2016

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