ATT is #1 Predatory Practices & Fraudulent Promotions

Are you assuming that you’ll get one credit of $1000?

No, my phone was valued at $1000. I’m fully aware that it’s paid over time in increments. I was told by support that I would get a “catch up credit” within 3-4 billing cycles, then it would be applied to my monthly bill (up to the value of $1000). My phone was in mint condition. All of the promo details, dates, etc. were confirmed via ATT support. I read the terms of trade in and promo, I know how it goes. Thanks for allowing me to further clarify. 

So for clarity, your issue is that you have not seen the credits in the promised 3-4 billing cycles?

Sorry - referencing my screenshots from the original promo terms and my conversation with support - the expected timeframe was 2-3 billing cycles, NOT 3-4. Almost 6 months now since my device was marked received and processed. 

But to answer your question, that is correct. Minus the updated timeframe expectation of 2-3 billing cycles. There’s no excuse for this. 

So your not seeing a 27.77 credit each month?  That is the amount divided by the 36 months to get your full credit.

@Hzibo 

I think your information has been clear enough.   And it sounds like you read the offer so you knew you had to be on an unlimited data plan, your phone had to be paid off and traded into AT&T within 30 days.  And if you added a new line and canceled a different line within 90 days it would void the promotion.  Phone had to meet the minimum value, iPhone trade-in was much pickier than the Samsung trade-in and Google trade-in offers which would take almost any old phone.

Most have been recommending that the trade-in be done at a physical store and a receipt for the trade-in handed over at that time. The receipt would show the phone number for the line that is being upgraded and eligible for the trade-in, and the specs of the phone being traded in and it's value assessed at that time which would show it qualified for the promotion.

Far more difficult for something to fall through the cracks when it's done this way.  

The better Business bureau complaint is the way to go. Any complaint whether it's to any alphabet agency is forwarded back to AT&T upper management and someone will contact you.

@GLIMMERMAN76 no credit, at all. Whatsoever. Nothing. Anywhere. I cannot make that more clear. 

@formerlyknownas yes, every single condition of the promotion was met on my end. Since is the second time this has happened to me (promotion terms not being met on AT&Ts end), I‘be taken great care to keep accurate records this time around.

Unfortunately, visiting a store was not the best option for me at the time. If that’s the only way to ensure their ability to maintain their commitment (which based on other posts also presents A LOT of room for error), they should make that the only way.

Anyway, I followed the terms. I accepted the loss the first time around (even though I was told by support then that I would receive a response on the investigation & ultimately the promo value due to mishandling by the representative the first time around - their words, not mine).

I’d say it’s fair to assume my device is considered “stolen” at this point. Thanks for the advice and for acknowledging my level of clarity. I’d rather spend my time reporting to any and all agencies that’ll listen rather than spending hours to get absolutely nowhere with AT&T’s support directly.

Did you deal with the same store and the same representative in store to do the second promotion?

If that's the case please investigate whether or not this is a corporate store or an authorized retailer. Definitely needs to be some sort of complaint filed against that particular store if it's happened twice.

AT&T controls its corporate stores. If this is an authorized retailer they don't pay the employees, it's a franchise store and it's privately owned. If it is a franchise store, I would suggest you not do business there anymore.  Unfortunately, even corporate stores are subject to employee theft or mismanagement, or just plain poor training.  I've had cell phones since 1995 and I've had incidents with both AT&T and Verizon that I chalk up to complete ignorance on the part of the employee. Some of it is just plain shocking.

@formerlyknownas I’m very familiar with the differences between AT&T corporate stores and authorized retailers. I totally agree that AT&T’s AR partners are BY FAR even worse (ie cramming products, misleading customers, outright lying, etc.). First one was done by an AR channel, but AT&T corporate acknowledged the issue, admitted fault (since they’re ultimately responsible for the actions of their contracted partners), said the promo value would be applied, and that I would be kept in the loop on their investigation, yet nothing. I should have pursued it further, but hours spent on hold was just not worth it. If there’s no time limit, I’m sure I can dig up some record of that incident. 

This time around, I did everything through AT&T corporate in hopes of a better outcome. But, same result. Fortunately, I’ve kept accurate and detailed records from start to finish. They clearly set the standard for the business practices of their partners. You’re right though, it’s shocking what they’re able to get away with. Why I’m still a customer - I have no justification based on my experiences, but still feel that I should be able to expect what I’m paying for & what they’ve committed to.