Carrier promo not honored? What to do
Missing bill credits, a reward card that never arrived, or a promo price that isn't on your bill. Here's how to get it fixed, in order.
Save the offer terms and your order confirmation, check you met every requirement, then ask support in writing to apply it. If that fails, escalate to a supervisor or retention, and file an FCC complaint as a last step. Most missed promos come down to a missing code or a missed requirement.
1. Save your proof
- A screenshot of the offer and its fine print, with the date. Offers change and pages get taken down.
- Your order confirmation email or receipt, showing the plan, the device and any promo code.
- Chat transcripts and the names or IDs of anyone who promised you the deal.
2. Check the requirements
Most promos have conditions that are easy to miss. Compare the fine print with your order:
- New line or number transfer. Many deals need a new line, or a number transferred from another carrier within a set number of days.
- Eligible plan. Free-phone deals usually need a specific unlimited plan. Moving to a cheaper plan can stop the credits.
- Trade-in. The device has to be the right model, and some offers need it shipped back within a deadline.
- Promo code, AutoPay and paperless billing. A missing code at checkout is the most common reason a promo doesn't apply.
- Time. Bill credits often start one to three bills after activation, and reward cards usually need a set period of service and a claim before a deadline.
Check your carrier's promotion tracker in its app or online account first; it often shows whether the promo is pending, approved or denied, and why.
3. Ask support to apply it, in writing
Use chat or the carrier's app rather than a phone call, so you have a record. Say what you ordered, which offer you were promised, and that you met the requirements, and attach your screenshots. Ask them to apply the promotion, or to credit the equivalent amount to your account.
4. Escalate
If the first agent can't fix it, ask for a supervisor. If you're thinking of leaving, the retention or loyalty team often has more room to credit your account. See how to negotiate your internet price for what to say.
5. File a complaint
As a last step, file a complaint with the FCC at consumercomplaints.fcc.gov. The FCC sends it to the carrier, which has to respond, and that often gets the account in front of a different team. You can also contact your state attorney general's consumer protection office.
Before your next Black Friday order
Read the offer's requirements before you order, screenshot the terms, and set calendar reminders for trade-in, number transfer and reward card deadlines. Our Black Friday deals list the main requirement and end date for every offer.
Questions
What do I do if my carrier didn't apply a promotion?
Gather the offer terms, your order confirmation and any chat transcripts, check that you met every requirement, then contact support in writing (chat or the app) and ask for the promo to be applied or credited. If that fails, ask for a supervisor or the retention team, and as a last step file a complaint with the FCC.
Why didn't my bill credits show up?
Most carrier device credits start one to three bills after activation. They also stop if you change to an ineligible plan, cancel the line, or miss a requirement like a number transfer or trade-in.
Can I file an FCC complaint about a phone or internet promo?
Yes. The FCC takes consumer complaints about billing and service from phone and internet providers at consumercomplaints.fcc.gov. The FCC forwards the complaint to the provider, which must respond.
How long do I have to claim a reward card?
It varies by offer and is often short, for example within 75 days for some AT&T reward cards. Look for a redemption deadline in the offer terms and set a reminder the day you order.