Troubleshooter: Rebate runaround


In November, Edward Hall made the switch to AT&T's Fast Access DSL internet service to save some money.

He tells Troubleshooter Diane Wilson, "I went on-line to sign up for the service and this little box popped up with this on-line operator that said if I had any questions, please address them and I had a couple questions." His questions revolved around several rebates.

He adds, "This rebate was called cut the cable rebate it was $125.00, and it was if you switch over from you cable service, we'll give you $125.00 dollars back. I said great. They said all you have to do is fill out this form and send a copy of last month's cable bill."

Edward did just that, waited and then checked the status. He says, "I called the center's number and they said the check was probably in the mail they said wait 3 weeks and call us back." Edward waited a little more than a month and then says he called to check on the status again. He adds, "I got them in on a 3 way call, they verified everything said the check would be there 3 to 4 weeks, 3 to 4 weeks no check."

Edward got tired of waiting so he e-mailed Troubleshooter Diane Wilson. In turn, AT&T reached out to Edward and he got a clear answer to his rebate.

He tells Troubleshooter Diane Wilson the rep told him, "The service was supposed to be for a different DSL product but it was not clearly explained to me so she honored the rebate.

It did come in finally thank you for your help and assistance." Edward says the AT&T rep explained to him that when he signed up for the service, despite being told he qualified for the rebate he actually didn't. But because of all the confusion they did honor the full rebate.

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