I called in to cancel my services after 16 years because I decided to utilize the offer of BOGO Samsung phones with Verizon. Well I spoke with a Rep. by the name of Lynn who indicated I should not leave because AT&T could offer the same promotion. We then both visited ATT online to view all Samsung’s available. Because I was unable to quickly make a decision she agreed to contact me back at 4 p.m. to move forward with my decision. Well needless to say at 4 there was never a return call. I waiting until after noon the next day and called in to try to speak with her and the new rep. indicated they would be able to assist. I then reiterated my conversation with Lynn and the Rep. indicated that option was expired and unavailable. I then became very upset and asked to be transferred directly to Lynn. I was then told she was on lunch and transferred to her supervior. I explained to her supervisor what happened and sadly to say she indicated this Rep. did not have the authority to offer me any options and she couldn't understand why this was done. I then asked if she would have Lynn contact me upon her return because I just didn't understand all of this. I finally received a call from Lynn who then indicated she was unable to provide me any options, the promotion was expired and she was terribly sorry for her mistake. Because of all the confusion I was offered a $75 credit on my next bill and sent a text which read: Contact Premier Support 866-499-8008. This morning, I made contact after holding for nearly 20 mins. and was told this number was for business accounts only. I was then transferred to customer care which could not assist then, I was transferred to Patty ***** in Customer Retention. I yet again explained to Ms. ***** the situation and she indicated she would be able to assist me. Needless to say, she mentioned she would move forward and offer the BOGO promotion (S7 Edge & S6 Edge). I told her this would work then, she indicated I would see a $400 credit however; I would still be charged $47.00 per month for 2 phones. Ok so, if I were receiving $400 credit and the S6 was $614.00 the balance would be 214.99 per month. So at that point I agreed to pay the difference now and then was told this could not be done. I was then told the credit is not off the phone but off my bill. This does not work when you advertise BOGO and technically I'm still paying over 1300 for 2 phones. It's so very sad that you falsely advertise things you can't offer and moreover you don't train your employees well to ensure your customers receive the highest level of service. I am terribly upset and will continue to share my concerns until I'm heard.
[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]