I was supposed to get a rebate on the DSL modem, in the amount of the cost of the modem. I was advised 3 or 4 times during ordering that I would receive "rebate instructions" in the mail in 10-12 weeks. I paid in full for the modem on my next bill, but, you guessed it: the rebate instructions never arrived.
Recently I requested a phone bill refund in the amount of the rebate. First, their CSR told me that my price plan was too low to be included in a rebate offer. I disagreed, so the next day she had a different rep or supervisor tell me to go call the Rewards center. I refused, and asked again for a refund.
Then, the next day, the same person - instead of telling me to call elsewhere - implied I was not eligible for a rebate, based on what was currently being offered as a promo. She said "this is straight from the website" and copied and pasted their current offers for me. She didn't flat out call me a liar, but, the message was pretty clear that she thought that today's website offer was some sort of proof that there was no way I had been offered anything different 4 months ago.
I explained yet again that what they offer today is not the same promo that they had a few months ago, and that during my order I was promised a rebate. I sent her the text of the offer (I saved it, in case the rebate instructions were late or never showed up). She referred me to a different person who again claimed I was ineligible for a refund, and said I should call someplace else to see about paying for an upgrade that might come with some sort of promo that I might like.
Now I'm going to see whether a complaint to a government regulator opens any ears.
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