I've been a long-time AT&T Wireless customer. I recently went to the AT&T Mobility retail store at Stonestown Mall and upgraded to a new iPhone 6.
When I was deciding on which phone to get and which payment plan to choose, I paid careful attention to the salesperson's explanations. I was leaning towards the 20-month installment plan. I asked a specific question: how much will my monthly bill go up? The salesperson explained that each of my 20 monthly installment payments would be offset by a $15 credit, resulting in a net increase of $17.50.
When I got my first full bill, I saw that the new iPhone installment was not offsite by a $15 credit. I did see that I had a pre-existing $15 credit, but there was no new credit to offset the new installment payment and thus result in a net increase of $17.50, as promised.
First I contacted AT&T service online, and they explained that they couldn't add an additional credit. They did give me a courtesy $20 credit.
Then I went back to the Stonestown retail store and talked with two service representatives there. They said that there must have been a miscommunication, and that they, too, were unable to satisfy my request that I be given what I was promised: a $15 monthly credit to offset my new installment payment and result in a net increase of $17.50.
They told me to contact the store manager by email, which I did. I haven't heard back from him.
As a rule I pay my bills and honor agreements. I'm asking AT&T to do the same. While it may have been an individual who miscommunicated the terms of the agreement, it's AT&T who should honor the spirit of the contract I agreed to when I signed.
Who do I contact at AT&T to make this right?