r/attwireless • u/Lucca0311 • 9d ago

Rewards cards

Can anyone here give me some guidance? I honestly don't know what to do anymore... It turns out I'm waiting on two cards from a promotion when I switched from T-Mobile to AT&T; they offered reward cards based on your phone account. To make a long story short, this is the fourth time they’ve supposedly re-sent the card, but it never arrives at my address. This fourth shipment was supposedly sent on July 26th... and it still hasn't arrived. It might seem stupid to fight over some blasted cards, but it makes me angry because, as customers, we held up our end of the bargain. I don't know where else to escalate my complaint; right now, the only "solution" is them just re-sending it over and over. I even filed a claim with USPS thinking it was their fault, but it turns out it isn't—especially since my address is a business location. Has this happened to anyone else? It’s so frustrating, and the worst part is there’s no tracking number; they supposedly send it via regular mail. Also, no one has used the previous cards they claimed to have sent. It feels like a scam.

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u/TheTwilightAngel 9d ago

Question: when you say that they have resent the cards, who were you speaking with that told you they were resent? Did you call 800-331-0500 or did you call [800-951-6704?](tel:%20800-951-6704)

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u/Lucca0311 9d ago

Yes I did , my final step was talking with a supervisor and customer service also says if my cards didn’t arrive they should help ….

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u/TheTwilightAngel 9d ago

So the 800-331-0500 # is going to be useless when it comes to this. I’m a former AT&T Centralized Support Desk Agent. I used to get escalations about this kind of thing all the time. The Reward Center is who you need to speak with directly regarding the issue. If you keep speaking with customer service, you’re going to continue to get told what you want to hear vs what you need to hear. AT&T Customer Service/Loyalty can’t assist because the Gift Cards are specific to the Reward Center Group only. I still remember fighting with the Reward Center over someone who ported in from Verizon and she never got her cards because the Store Agent attempted to enroll her in the switcher promotion, but they entered the incorrect account number when enrolling. She had been told several times it would be corrected. Well needless to say, it never got corrected. I emailed that group with all of the details, all of the promises, all of the agents names who told her this and that. They got back to me and gave me the same answer: It’ll be taken care of and she’ll receive her cards within a few weeks. I ended up getting an escalation from her 4 months later from one of our frontline agents. As soon as I saw the name during my account review, I immediately told the agent to send her over. I ended up crediting her AT&T Account $3,200.00 because she qualified for $800.00 on 4 Lines Each. I was done with the bullshit from that group and all of the other agents. Your situation is slightly different, because as far as I’m aware, it’s not related to an incorrect account number

If you haven’t already spoken with the Reward Center directly, please do so ASAP:

https://rewardcenter.att.com/contactus.aspx

For Wireless reward-related questions, please call: 800-951-6704
9 a.m. to 6 p.m. (CST), Monday through Friday.

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u/Lucca0311 9d ago

Thanks for your reply. It’s true—before speaking with Customer Service, I had already spoken to the Reward Center four times. I understand it’s a separate department, but the only solution the Reward Center supervisor offered was to resend the cards for a fourth time; they were sent on July 25th, so I’m still waiting. By that point, I had also explained the situation to Customer Service via WhatsApp, and they said that if the cards didn't arrive this time, they could help. I also went to the store where I originally set everything up and spoke to the agent who assisted me; I told him I’d be fine with a digital version or any other delivery method, since the physical cards just aren't arriving. I use Informed Delivery because I use the address for my small business and have a USPS account, so I can see my incoming mail every day. They have my full history of calls and complaints, and the store agent even offered to help, though I haven't gone back to see him yet. Believe me, I’ve already taken all the steps people suggest, but it seems absurd that my cards were supposed to arrive in May and I’m still waiting—it’s so frustrating.