Changed Otherwise A Positive Experience

I signed up for AT&T U-verse and Internet around June of last year. Several weeks later I received $300 in rewards cards. I did not use the cards immediately because I was planning to use them to ease some wedding/honeymoon expenses. I even shared that with one of the reps I spoke to. As the cards arrived, I placed them in a safe deposit box (two of three envelopes I never even opened). I retrieved the cards yesterday only to find out they had an expiration of 01/2020. I was shocked that I signed up for two years of service, and I had cards that expired within 6 months of receiving them. I immediately called the AT&T rewards center. I activated one card through the automated system and, upon speaking to a rep who told me my card showed a $100 available balance still, activated the other two cards via the rep. The rep spoke to a manager and they advised me to use the cards immediately. I was assured the cards showed $300 available. I made two attempts within a few hours to use the cards only to be denied at the point of sale, which was embarrassing for one and frustrating.

So, I am shocked that the cards would expire so soon and I am left to believe that is by design based on the number of people I see on forums, social media, etc. who have experienced the same thing as I have. It is obvious that it is part of the plan in offering such lucrative rewards that many customers will fail to cash in. While I know I should have opened the envelopes and looked at the expiration dates of the cards, I guess I did not think I really needed to since I knew I was planning to use them inside a year, and I never would imagine that they would expire that quickly. A follow-up phone call to the rewards center, which I admit I fully had hoped would result in the reissuing of additional cards or something to leave me anything but empty handed, left me with nothing...even though I was still holding three cards that the automated system said had a $300 available balance on.

I have had no issue with AT&T service. I was a happy customer. I am happy with the service and I have recommended to more than a few family and friends to explore what AT&T has, but this has left a feeling of disappointment and even being taken advantage of to a degree. Again, if for no other reason than I feel like I fell right into the assumption AT&T expected me to. If the reward for signing up for two years of service was genuinely to provide the gift offered, it would have 1) been done so with an expiration that was consistent with a date that was what one would reasonably expect, or 2) provided a customer service solution beyond what amounted to "sorry about your luck". I was happy with this company, and I am very disappointed that one situation and the failure to make it right for the customer has left me in a position that I can't wait for the last payment I am required to make to you. Somehow the investment you made to attract me is ironically leaving me the most disappointed. You'll lose a customer who was happy to be with you for the long haul over what amounted to two months of normal service pricing.

E. Veigel