Incorrect AT&T Thanks tier level

Hey @LdeP! Here to help. 

Let us clarify this for you.  AT&T Thanks is an appreciation program that we have in order to award our loyal customers with exclusive benefits. 

This program has 3 categories. The number of eligible AT&T products and services you have determines your tier level – Blue, Gold, Platinum 

Blue: (1 service) 

• Wireless plan with less than 15GB
• DIRECTV or U-verse with less than 240 channels.
• AT&T Internet

Gold: (2 or more services) or (1 premium feature).

• Wireless plan with less than 15GB - with more than 15GB or unlimited data.
• DIRECTV or U-verse with less than 240 channels - with more than 240 channels.
• AT&T Internet 

Platinum: (All three services + 1 premium feature) or (2 premium features)

• Wireless plan with less than 15GB - with more than 15GB or unlimited data.
• DIRECTV or U-verse with less than 240 channels - with more than 240 channels.
• AT&T Internet 

Most of the reasons to be downgraded in these categories are:

• Account holders name change.
• Disconnection of one of these services.
• Change of the plan.

To get additional information please click here 

If you still need further assistance let us know. 

Sarhay, AT&T Community Specialist.

Canceling DTV then putting it into another name at the same address is account fraud.

@ATTHelp, I’m sure your message was well-intentioned, but unfortunately not at all helpful, since your response simply describes the AT&T Thanks program, and does not answer any part of the question I asked. I am thoroughly familiar with the AT&T Thanks tiers, which is how I know that we are in an incorrect tier level. 

@Shannon02, thank you for pointing out that the “solution” recommended by the AT&T/DirecTV agents amounts to account fraud. I hope that AT&T takes note and makes sure to provide better training to the help agents. 
AT&T should have a division that oversees and manages integrated services and that is equipped to fix issues related to customers who have multiple AT&T services, like this one. I have specifically asked to be connected to something that would be akin to an office of integrated services, and in response, agents have forwarded me back to billing, or customer loyalty, or sales, or any other number of departments that seem not to have any information or ability to address this problem. 

Hi @LdeP here to help!
In order to proper assist you please chat with me at http://sm.att.com/1bcd36e1 this link will expire after 30 minutes, feel free to message me back for a new one. I am looking to hearing from you. Sarhay, AT&T Community Specialist.

Not sure if this will work, but can you edit your account name in your profile on your online account app to just your name and it add your other name of your spouse as a secondary user. This would update the account name so it is the same as the other account and then link your accounts! I think their solution is ludicrous and who wants to do all that. If an account name change would work. Just a suggestion.

To cover up their mess, they removed the THANKS tier from the main home screen in AT&T online (servicing). Mine is still broken - going on three months.

The "logic" - from the Adobe/AEM team outsourced offshore Indian Hindians - broke when I went from "35GB data" to "unlimited data", and two lines went to four lines in "group 1".

To recap, I added two lines, purchased two phones, went to a more expensive unlimited plan... and my tier DROPPED. I still have AT&T Fiber 1000, AT&T U-verse, Connected Car internet, and everything else.

$400/month+ in service, and I dropped tiers.

This whole program is a joke. AT&T support - and "office of the prezident" - is useless.

We want to look into that for you,  @lindros2!

From the looks of it you have purchased qualifying services and added a feature to be eligible for new tier benefits. However, there is a reason which may have resulted in a drop in tier.

• What name and address are the services in?
  • Customers are recognized across services by the combination of their last name and address.
    • Example 1: If wireless service is in the husband's name and TV service is in the wife's name, and they do not share the same last name, we cannot recognize those services together.
    • Example 2: If you have wireless service at your primary residence and DIRECTV at another residence, say, a vacation home address, then those two services will not be recognized together.
      • You may want to work through the usual channels to have your name and address updated to match across all products and services to upgrade your tier status. This may include a Transfer of Billing Responsibility (ToBR) or Unify your billing accounts.
      • Once you've reconciled any conflicting name/address, it could take up to two weeks before the correct tier status is recognized.

@ATTHelp / you’re not understanding. 
I was at platinum.

no account info changed. 
I opened a case on January 26. Nothing. 
escalated. Nothing. 
office of the president. Nothing. 
Is this “thanks” for $5000/year in spend?

this is a charade. A joke. Useless.