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AT&T High Speed DSL Equipment Rebate SCAM - Holland, Mich. Back in February 2007, I signed up for AT&T's High Speed DSL in answer to a promotion you were running. The deal was that you paid up front for the equipment and you would receive a rebate in the form of a $50 cash card or checking 10 to 12 weeks. You're supposed to be able to check the status of your rebate online. I mailed in the necessary rebate information immediately upon receipt of the equipment, Approx. Feb 21, 2007. On April 16th, 2007, I went to check the status of the rebate online, (www.attequipmentrebate.com), and it showed no record of my rebate application. I called the number posted on the rebate website, [protected]), and spoke with "Brook". She stated that my rebate postcard had been received by AT&T but had not yet been processed. She then told me that she would "petition" AT&T to get the processing underway so that they, the rebate center, could get the check sent out within the next one to two weeks. It is now June 6, 2007. I went online AGAIN to check my rebate status and there was STILL no record of my rebate. I called the rebate center AGAIN and this time spoke with "Angie" who told me that there was no record of my previous call to Brook but that my rebate postcard had been processed "today" and that they, the rebate center should have an answer in 1-2 weeks. "An answer to WHAT?" I asked. "I'm not asking them to approve anything". At this point i asked to speak with her supervisor and was told that the supervisor didn't take calls but that I could be put on a "supervisor call back list". I asked when he might be calling, fully expecting her to say, "In one to two weeks". To my surprise, her answer was, "Within 24 to 72 hours". Needless to say, I'm not holding my breath waiting for this person to contact me. After all, By AT&T calendars, one to two weeks equals 1-1/2 months and 10 to 12 weeks is quickly approaching the 4 month mark They promised a rebate in 10-12 weeks and I expect them to honor that agreement." She then changed her answer and told me it had been processed the day before. She actually forgot her lie within a span of about a minute. I didn't ask for a line of BS when I called your alleged "Rebate Customer Service" department. I just want you to do what was promised in your promotion. I'm no further now than I was a month and a half ago. The two weeks promised by "Brook" has turned into a month and a half. As if that's not bad enough, "Angie" told me it would be yet another two weeks before I could even find out WHEN my rebate would be sent out. Just a hunch, but I'm guessing that I'll be told my check will be sent out in... ready, Let's all say it together, "ONE TO TWO WEEKS". If I didn't know better, I'd say that your entire customer service plan is that no matter what the issue, just tell the customer it will be resolved in "one to two weeks" and hopefully the customer will forget about it or just give up.
I decided that talking to your drones at the rebate center was getting me nowhere so I decided to contact another AT&T Customer service department. This was yet another disappointing experience to say the least. This time I spoke with "Natalie" who told me that she could do absolutely nothing about it because it was a Rebate Department issue and she knew nothing about the policies or practices of the Rebate department. It soon became evident that she knew nothing about customer service period. I then asked who I could talk to to file a complaint about the practices of the Rebate department and she told me to talk to the Rebate department manager. When I told her that it made no sense to complain to the very people I was complaining about, I was told by "Natalie" that the nine minutes I had spent talking to her could have been better spent waiting for my "supervisor call back". In other words, "quit wasting my time because I'm not going to do anything or suggest anything or direct you to anyone that can help you in resolving this issue." She then had the nerve to ask if there was anything else she could "Help" me with. Totally disgusted with the entire AT&T Customer Service experience, I hung up.
Fifty dollars is nothing to a billion dollar company like AT&T, but I would guess that if this is happening to me, there are probably thousands of others out there having the same experience that are just as frustrated as I am and that would love to see this issue brought to light. I can see the headlines already, "AT&T Equipment Rebate "Scam" investigation". You might even make it onto 20/20. I know the local TV stations in Grand Rapids love doing pieces on huge corporations that are caught ripping off consumers.
Just so you know that I'm not alone in this complaint, I've included a couple of the other letters from your "customers" that I've found online which, interestingly enough, describe unusually similar experiences with you and your rebate promotion.
Incidentally, I just checked the status of my rebate claim one more time and here's the standard message that pops up...
"We're sorry, but we were unable to find any rebate claims matching the information you provided. Please make sure the information you supplied is correct and try again. Note: It takes approximately 10-12 weeks to process your claim. If you were unable to find your rebate claim status and you submitted your rebate form more than 4 weeks ago, please call [protected].
Thank you for choosing AT&T Yahoo! HSI Service!"
WHAT HAS TO HAPPEN FOR ME TO GET MY REBATE? And please don't tell me it'll be sent out in (one more time) "one to two weeks".
Joseph C.
Holland, Mich 49423
From: Carolyn
Date: Wednesday, 15-Nov-06 08:57:30 CST
Beware when it comes to ordering a DSL service kit from AT&T/SBC. They promise you everything. The rebates and gift cards and all kinds of good stuff. However, collecting what they promise can be frustrating . I can testify to that! I signed up for the DSL promotion in June 2006, I promptly received the installation kit in the mail. I installed it... no problem there... everything is working fine. But where is my $50.00 cash rebate? It's now November 2006, and longer that 10-12 weeks. I've had to argue for every little thing. First the $50.00 visa gift card, I finally got that this week, but I've still not received my $50.00 cash rebate. I've called and spent a total of about 6 hours on the phone at different times talking to customer service people. I finally got the gift card. But still no $50.00 rebate. I contacted my local Public Utility Commission and they said they would check into it , but DSL lines is not something they current regulate, although they get plenty of complaints about them. I've also sent a letter to the AT&T chairman, Mr. Edward Whitacre, Jr., but I probably won't get an answer from him either. I was also referred to the FCC to file a complaint. I've never spent so much time trying to get what AT&T/SBC promised me. $50.00 is not a lot of money to a "BILLION DOLLAR" company. I've been a customer of theirs for over 40 years. I've always paid my bills on time. Why can't someone just follow through. You should here the stupid evasions answers I get when I ask about where is my rebate.
From: Robert
Date: Friday, 01-Dec-06 18:21:38 CST
AT&T (SBC Yahoo DSL)
I activated phone service and high speed internet service on January 4, 2006 and was promised a $50.00 rebate. I mailed my rebate activation sticker on 1/26/2006 and have not received my rebate, yet. I have spoken with AT&T representatives at least 4 times during the past year. I spoke with Merrill on 6/2/06 & was given case #92230, I spoke with an unknown representative on 10/10/06 and was told she was activating another case, but it would not have a case number & that she was forwarding this to her supervisor - she told me that if I called again just mention the word ESCALATION. I called on 11/4/06 and spoke with Bertha who could not find any notes from the unknown representative. I uttered the word ESCALATION and Bertha did know what that meant, but she said ESCALATION had not been done previously. Bertha promised she would ESCALATE this for me. I called on 12/1/06 and spoke with Crystal, she was shocked that a second case was not given a number, she did see the notes taken from Bertha and assured me my claim had been escalated, but she advised me to call back in a couple of weeks because the escalation department is a bunch of slackers and probably had not done mine yet. She said if she did another escalation that would mean I would go back to the end of the line and have to start over again. Crystal told me I might want to call billing and maybe they would give me a credit. I told Crystal that if I had to tell my story again I would just as soon tell it to complaintsboard.com.
Please let others know what a crook these people are. Thank you, Debra
Barber, Escalated Consumer.
Another customer with the same complaint. We have been waiting since February 2007. First we were told that our installation didn't qualify for the rebate. Once that was seemingly straightened out, the next several calls have resulted in other excuses, so I asked to talk to a supervisor. Someone identifying herself as a "supervisor" called me a couple of days later and said our rebate claim was "escalated" and that we would receive the check in a couple of weeks. Still nothing. This is nothing more than a scam. Janice, St. Louis
I agree with all these comments unfortunately, the same thing has happened to me. AT& T has got to have the worst customer service department ever. I have never had so much trouble for such a small rebate. Small compared to the billions they rake in every quarter. Some of which is my money. But no more. I am switching to another company. I'm convinced I will never see that rebate, since it has been 4 months since I started complaining. Good luck to all you out there still waiting, I'm glad I'm not desperate for that money, some people might be. Shame on you AT & T.
Your DSL rebate system is the worst i have ever seen didn't get first check, you canceled it and as of to date i have not seen the replacement check. What a joke!
I sent my form in for the $49.99 equipment rebate right away in May 2007 and still no rebate in September 2007. I checked the status only to find out that the person who had my new phone number before me got a rebate and it somehow messed up mine. I called AT&T and they promised to escalate the case and said it would be another 10 to 12 weeks before I get the rebate. Guess I should wait 10 to 12 weeks to pay my bill. What a bunch of hassle.
I sent my rebate in January 2007. Eight or nine phone calls later, an escalation, and a missed manager phone call, my check was mailed and RECEIVED! It was the biggest rebate pain I've ever had and I dissuaded my mother from switching her service for this reason. I keep records of everyone I talked to, the date and the time. Each time I called, I would read the list to the new person and then take their name state the date and the time. I can't say if it helped or not, but the person answering the phone on the eighth call was speechless after the list.
It is the same story for everyone. I hope someone can really provide information as to what can be done about it. I am going to contact Better Business Bureau and FTC. Also, I will switch the carrier for the internet service. I think, we should take their business away. That is the best we can do. Also, get in touch with the shareholders of AT&T who can contact the Board of AT&T.
I too am struggling to actually get my $49.99 ATT DSL equipment rebate. I also signed up in March, immediately sent in my rebate form via USPS tracked Priority Mail ( so I KNOW it was delivered two days later), then after a two month wait ,was told your "check is in the mail" as of MAY 29th. Needless to say, no check. Called again in June and -- after waiting the 10 business days (another stall tactic, and more -- implied -- blame on the USPS) request that another check be cut. Wait again. Call again. This time, check "was sent out July 2nd -- it's on its way". Today is July 24th. On hold right now trying to get through to one of the totally useless rebate "assistance" reps. THIS TIME I WILL NOT GET OFF THE LINE UNTIL I GET A $49.99 **credit** ON MY BILL.
Sc**w the rebate --there is NO such thing. Sorry about the language.
Ted.
If you have read the letters about the ATT (so called)rebate ,this boat seems to be full! We've all going down. My story is so close, I can't believe it. Except I was told the check looks like junk mail, and I must have thrown it out! I was told they would issue check again (six weeks ago). Maybe what we all need to do is tell ATT we want off, don't know about the rest of you, but I'm swimming for shore.
Mine pretty much mirrors the foregoing complaints; signed up in Feb '07, filed rebate within 3 days but have, as yet, NOT received the elusive rebate. After 5 contacts spread out over this intervening period, I was finally told today that "the check is in the mail", BUT that if it's not received within the next 5 days, that ATT Yahoo will be happy to cancel that check and reissue a replacement. Of course, I must understand, the replacement will take 3 weeks to process.
I do understand that this is all proceeding in accordance with an ATT 'Pay As Few Rebate Claims As Possible Plan', based upon actuarial studies and tables complied by behavior specialist indicating how many of us would not claim the rebate initially, how many would forget that the rebate had been filed, how many would give up after the first call, the second call, the third call, etc., etc. They probably have an amazingly accurate estimate of what percentage, out to 6 decimal points, of claims they will ultimately pay, expressed as the number of us who will not give up, no matter how many calls it takes.
One final point, if I might be so indulged; this "Plan" egregious though it may be, is probably not illegal. They, after all, have only said that they would pay a rebate, without specification as to how long it would take to pay it or to what we would have to go through to finally be paid. Filing the Rebate Claim was obviously only the first step, of what appears to be many, required to receive the rebate. Hang in there: while it's only $50 to you and to me, it represents, in total, tens or hundreds of millions of dollars to ATT. I intend that my $50 will end up in MY pocket, not theirs.
Sorry, I actually signed up in July 2006.
I signed up for DSL in July 2007, and I'm still waiting for my $49.99 rebate. I've already spoken with 4 representatives, who all assured me that I will receive it in 10-12 weeks.
I guess this is part of their tactic or they are completely incompetent. Anyway, my patience is gone, so yesterday I filed a complaint with Better Business Bureau (www.bbb.org) and with the Federal Trade Commission, https://rn.ftc.gov/pls/dod/wsolcq$.startup?Z_ORG_CODE=PU01
I recommend you do the same, if you want to get your money back.
Good luck,
BP.