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Posts: 2
Registered: ‎04-26-2021
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Never received $45 AT&T Prepaid credit, paid $30 in activation fees. Chat and 888 number are useless


In November 2020, I purchased an AT&T Prepaid iPhone 6s from I paid $214.99 for the device, plus $30 for activation, and was supposed to receive a $45 account credit when I set up the prepaid line using the included SIM card. The item title was something like "iPhone 6s 32GB AT&T PREPAID w/ $45 airtime included!" Then the "what's in the box" line said "$45 prepaid airtime credit" along with things like "AC adapter, charging cable, user manual," etc.

The credit was delivered with the iPhone in the form of a gray AT&T Prepaid envelope containing a SIM card glued to the iPhone box. The envelope indicated that that phone had to be activated with that SIM to receive the credit, which I did. The $45 never was added to my account, and the prepaid line was subsequently closed because I added no money to the line myself.

I called Best Buy customer service multiple times between mid November and early December, where they repeatedly directed me to the store. I went to the store (during Black Friday and social distancing madness), where they politely informed me they were not able to handle anything having to do with an online order. This was at a time when everyone was stressed and it was difficult to get extra time to solve this issue, so I had very little chance to explain or get help.

The $45 offer is what made me decide to spend almost $250+activation on a phone at that time. But the credit never loaded, I was very unhappy that it didn't work, and the line is now closed + deactivated because so much time passed and I was sick of being thrown around between the phone and the store. I even went to an AT&T store and they spent over an hour trying to help me before ultimately reaching the conclusion that this is Best Buy's issue.

May I receive a refund for at least the $30 activation fee, if not also the $45 credit I was expecting? I can provide any info about web order numbers or transaction dates necessary.

Thanks for your time!
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Registered: ‎08-21-2017

Re: Never received $45 AT&T Prepaid credit, paid $30 in activation fees. Chat and 888 number are ...

Welcome, i4n3,


Thank you for taking the time to reach out to us here on our community forums. A cell phone is a big purchase so I know that I always hunt for the best deal possible when it comes time to upgrade. I can understand how frustrating it would be to contact different teams and be unable to get assistance. I would be happy to see how I may be able to help.


Because so much time has passed since making this purchase my options to assist you may be very limited. I'd like to start off by taking a look at this original order. I'll need to gather a bit more information to start this process. Can you please send me a private message with your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-26-2021

Re: Never received $45 AT&T Prepaid credit, paid $30 in activation fees. Chat and 888 number are

The resolution reached through private message was that nothing can be done for a transaction this old. I was offered a $45 store credit, but this entire interaction makes me just not want to shop here anymore.