New Member
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2 Messages
How do I escalate an issue regarding ATT Rewards Cards?
I am highly disappointed with ATT's customer service and handling of rewards cards and would like to know who to escalate the issue to someone than supervisors who repeat that there is nothing that they can do to further assist me. I have been dealing with an on going issue since establishing internet and U Verse TV in September 2019, I was offered $325 in rewards cards. According to ATT: Once you’ve claimed your reward, met the service requirement on your offer and your active service has been confirmed, most customers receive their reward within three weeks. This is approximately seven weeks from your installation / activation date. Only one reward card ($25.00) was applied to my account and was received in the appropriate amount of time in November. After only receiving one card, I contacted ATT to inquire about the remaining cards that I should have received per the promotion, I was told that, they indeed see that I should have received the additional $300.00 in rewards cards and that they would be applied to my account and I should receive them in the mail. November came and went (no rewards cards)....I contacted them again towards the end of December. Upon speaking with a representative I was told once again, that yes, indeed my account notates that I should receive $300.00 in gift cards for establishing service and that there would be a notation placed on my account regarding my inquiry and someone wold get back to me. Now to January 2020, 4 months after establishing U Verse service and still no gift cards, I spoke with ANOTHER representative to inform them of my reward card issue and was told that "they see in my account that I am owed $300.00 in gift cards" the representative was super helpful and actually applied the cards to my account, claimed them for me and informed me that they were being process and will be mailed out and could take up to 14 days to receive after the initial mail out from ATT ad that I wold be able to track them online with the REWARDS TRACKER! Great news...my issue has been resolved or so I thought. After closely monitoring the tracker and checking my mail daily, also monitoring my informed delivery with USPS February approaches and of course...no gift cards. I contact the Rewards Customer Service Center to inquire on the exact amount of time it takes to receive rewards cards after they are mailed out from ATT and Ironically speak with the same rep that process my cards over the phone in January. The representative pulls up my account to view the status only to tell me that the cards have been activated and used. Excuse me??? I never received any cards in the mail, nor did I activate any cards. I was told that it shows that I activated my 3 $100.00 cards and since they have been activated and used there is nothing that they can do. Upon hearing that I am now out of $300.00 that is OWED to me, I ask to speak with a supervisor. After speaking with a few supervisors on the matter, I was told a few unacceptable things.
1. Their only responsibility is to mail out the cards to the customer, they are not responsible for lost or stolen cards. They will not re-issue cards, credit your account or offer any type of resolution.
2. Reward Cards can essentially be activated by ANYONE, all that is needed to activate the card is: The 16 digit card number that is located on the actual card and the 5 digit zip code (which is obviously on the envelope the Reward Card was mailed in)!!! ***How does that even make sense? How do you not request at least account number information to activate these cards?***
After pleading with the supervisor and also informing them that if my cards had been mailed and processed AS THEY SHOULD HAVE back in 2019 in the first place, I would not be in this situation and all I am continuously being told is told is that there is nothing they can do, it is out of their hands. In my opinion...ATT does not care about their customers, take responsibility or try to resolve issues to who they claim are loyal customers. This company has zero integrity. Receiving $25.00 of $325.00 that is owed to me is unacceptable. If you can take your business else where...DO SO! or at least don't be lured into a contract by their Rewards promises! Unfortunately, I have to stick with ATT until my contract runs out to avoid being charged $240.00 in cancellation fees.
mobilemax
Employee
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38 Messages
5 years ago
Hello,
Reward center is separate, see below to get in touch:
“Reward Center to check the status on your refund? They can be reached directly at 800. 288. 9983 or https://rewardcenter.att.com/home”
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54sandlapper
New Member
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1 Message
4 years ago
I too am having problems with ATT Rewards Center Service! Left Verizon first of May 2020 (2 cell phone numbers) for ATT BYOD online promo. Supposed to get $250 Rewards Visa for each BYOD line. After not getting the rewards Visa's, I called customer care, then Rewards Center and was told ATT had not entered my info for processing my reward cards. Rep reconfirmed I met all requirements, apologized and said claim was not processed, but she would put it through for processing as I spoke to her and I should receive the two $250 Rewards Visa's in the mail 3-4 weeks (or so I was told). JULY 28, 2020, NO REWARDS CARDS! Checked online status as was told to do and NOTHING! Called Rewards Center. MY CLAIM NOT PUT IN FOR PROCESSING. Rep said same thing one before said! I asked to speak to a manager that would follow my claim through to be sure gets processed. Rep said all she could do is put it in again for processing! 3-4 weeks again! When I questioned more, the rep said she puts the info in and someone else in the rewards center actually processes the Visa Rewards. She said they could be rejecting my claim for some reason each time YET ALL REPS AND FACT SHOWS ALL CONDITIONS WERE MET FOR US THE GET TWO $250 VISA REWARD CARDS! After asking again for a manager that would simple see this through, the rep passed me to someone who said they were a supervisor. All that person did was tell me the same thing the other reps have said and nothing else they could do! SInce last two or three call in's I have been keeping names, dates, ID #'s (IF the rep's were giving me actual info). The rewards center will give you no confirmation at all that you called in on this, having a repeat problem and getting no customer service about it. When I asked the supervisor who was over the rewards center so I could speak to SOMEONE WHO MIGHT POSSIBLY BE A MANAGER AND HELP ME ON THIS, he said CUSTOMER CARE! SO, I call customer care and they say they can't help me, rewards center handles! I then asked to speak to customer retention. She put me on hold, came back and said they told her that they could help me cancel my account, but if I needed help on getting our Visa Rewards, call their COLLECTIONS DEPT!! What ! I said I could not believe this was happening! We are some kind of PO'd by now how ATT mishandles customer care on this. It is obvious ATT cares very very little or at all if they have ATT people dropping the ball in their rewards dept. I won't be giving up easy on this though, not where I am supposed to get two $250 Visa Rewards cards as advertised! Will be checking ATT.com reward center and iff need be, write certified letter to ATT CEO!
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kunowskibj
New Member
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1 Message
4 years ago
The AT&T Visa Rewards is a scam. When you have issues with the card all they do is point the finger at each other (Visa to AT&T and vice versa). We have a gift card with an expiration date clearly printed that says "10/2020" and used it on 10/30/2020 and then again on 10/31/2020 at a retail store (which is still within the month of October-except in AT&T world--apparently the 30th and 31st are not dates within that month to them as per Veronica at the Rewards Center. They have their own calendar.) We made an exchange and then AT&T refused to honor it because it takes them 5-7 days to process anything and in spite of the fact the transaction took place on 10/30 and 10/31. We used the card in good faith and within the expiration date but in their view we can be ripped off and it is no big deal. Additionally, the flippant attitude with which the employees work the phones is a clear indication that this happens all the time. They have scripted responses with which they rattle off verbatim--they are willfully and blatantly taking advantage of their customers with a bait and switch and could care less. They think they are so big and powerful that they can get away with this apparent. AT&T is begging to be sued as part of a (Edited per community guidelines) suit. Anyone got a good referral to an attorney that handles such matters? I live in California.
Also, their service (Edited per community guidelines). Our internet is constantly dropping and reconnecting. Our TV is non-responsive consistently. Any other company is better than this low moral company.
(edited)
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wlarson12
New Member
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2 Messages
4 years ago
I have the exact same issue. I was told $300 and only received $100. I made the calls got apologies even took $10 off my bill. I never received the $200 visa card. I called rewards again and they said to much time has gone by to claim my rewards. This is either a scam ATT is pulling or employees in the rewards office are taking the visa cards for themselves. At&t needs to fix this. The internet and cable service is not at a superior quality that I will not leave and go back to xfintiy
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Constructive
Employee
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34K Messages
4 years ago
Make your own post this topic is a year old and will only be seen by someone who has responded to this post a year ago
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MichelleD2463
New Member
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1 Message
4 years ago
We are also upset with AT&T. We received two new phones, they took are old phones, so if we could send them back, we have no phones. They promised us two $250.00 gift cards at the time, and also put us on a new a plan which included are TV which we already had with them and are phones also. We were going to save some so we transferred. We have not received our cards yet and have received a huge bill for the phones that did not included the TV, we also received a separate bill from AT&T for the TV. I have been on the phone for hours, talked to many different people been transferred, I have asked to talk to a supervisor and no luck, I was even put on hold for over an hour to supposedly talk to a supervisor. I am so upset I don’t know what to do next. AT& T is a no good company and I would not wish them on my worst enemy. They make promises and then don’t deliver, I think that they get paid to sign up people and offer anything they can to get the person to switch. After you switch and sign they could careless about the person. WHAT A SCAM!!!!!!!!
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