How to get issue resolved

Hello,

In March 2019, for the first time I subscribed to AT&T services via the internet. There was a promotion, $300 Visa gift card with a TV/Internet package. I subscribed online and received a confirmation date and time for the installation, see picture below. On March 13, I waited several hours for the installer and he/she never arrived. I called AT&T to inquire and was told that the order had been cancelled. They were not able to tell me who cancelled the order. Clearly I did not. On this very long phone call with AT&T representative Tony I was offer the same services at the same price however there were two differences. The first: only $200 gift card was being offered. Tony offered and documented that I would receive a $100 credit on my account. The second: via internet installation was free, on the phone there is a charge however Tony waived the fee.

Now the issues begin: I never received the credit nor the gift card. I called on several occasions to be sent to the Philippines to customer service agents that just apologize but do not resolve any issues. I asked to speak to someone in the USA and was given a phone number which led me back to the Philippines. On my second call I received an email from Logan (see image below) on June 20th stating that there will be a resolution. No resolution, so I called back in July, I was transferred to several agents, put on hold, repeated my problem, on the phone for over an hour, and finally put on hold for over 30 minutes, at that point I hung up. AT&T has stolen many hours from me that will never be recouped, nor will I receive compensation for my time. Had AT&T followed through with their commitment I would no be in this predicament.

I lived up to my commitment, I selected autopay via debit card, AT&T approved it, however the payment from bank did not go through and I was advised by AT&T. I thus entered a credit card and payments are withdrawn automatically. I have yet to receive my gift card of $200.

I don’t want and apology I want a resolution.