AT&T Customer Service
My son and daughter-in-law recently took advantage of the Samsung Galaxy Note 5G Ultra promotion. They received their new phones in the mail and sent their old phones back using the supplied mailers and address labels. One phone was received by the Trade-in department and is being processed but the other phone was received by a different department and we are told it will not be processed as part of the promotion. The promotion credits $33 back to the account each month so that the phone will only cost $10. My son's phone will not get the credit so he will have to pay the full $43 a month. The phones that were returned were both iphones and both were in working order and should be eligible for the promotion. After countless hours on the phone with AT&T customer service staff and supervisors, it appears that no one can go in and correct the mistake. This was AT&Ts mistake because we used your mailers and labels to return the phones so why should we be penalized? We have been loyal customers since you were Cingular wireless and we have also been DIrectTV customers for over 20 years. Is there someone at AT&T who will take responsibility for this mistake and fix it in a timely manner or are you willing to lose me as a customer?