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Incorrect bill, 2 hours of wasted chat, I have proof

I was advertised $5 per month for galaxy s10e if I signed up online and picked the phone up. I am being charged $25 per month for the phone. My first bill is $219 for the lowest plan and a cheap phone. I chatted with a rep during checkout because the price didn't reflect the discount and he assured me over and over that the discount would show on my first 2 bills.

Now that deal isn't showing on the site. I just spent 2 hours chatting (and getting disconnected and ignored for a while) and the person would not let me speak to a supervisor after asking 5 times. He said he "escalated it" but I doubt it. 

I have the complete chat I had during checkout in my email. I mentioned this to the rep tonight several times and he simply wouldn't acknowledge it.

What is the best thing to do before I just switch services altogether.


Re: Incorrect bill, 2 hours of wasted chat, I have proof
Customer Support



We want to see you take advantage of any promotional offer that you're eligible for. Let's make sure that you're eligible for this deal. Did you add a new line of service and purchase that Samsung Galaxy S10e with a device loan agreement? Did you trade in a qualifying device that is in good working condition for a credit? Do you currently subscribe to an Unlimited Plan? Please provide the date that you purchased that device so that we can verify the details of that deal. 




Re: Incorrect bill, 2 hours of wasted chat, I have proof
Sr. Member

A supervisor isn't a magic fix it button. The only thing they can really do an agent can't is approve credits and in rare cases, discount full retail purchases if there is a valid reason to.

Promos online that are cheap like $5 a month require a new line of service. Seldom will you see an offer like that aimed at upgrades. In the chance you haven't received bill credits after 2 cycles, either you didn't qualify for the promo or you will need a promo correction form submitted if you did.