Upgrade to Iphone 12 with $800 Credit
I have been with AT&T for almost 20 years. Overall I am fairly satisfied with the service over the years. However I am getting a little put out over the last couple years.
I have two lines on my account. I have an iPhone 11, and an iPhone XR. I am interested in trading them in for the iPhone 12 promotion that gives $800 credit. I can see the plan online along with everyone else in the nation. It says for new and existing customers. It says that you can add a line or upgrade an existing line to get this deal.
I had a question that I wanted to ask about it and chatted this morning, the chat agent couldn't answer the questions and suggested I call the customer loyalty department. I called and spoke with an agent and he couldn't even see the promotion or agree that it was real. The only trade in deal he could see is the $300 credit for new line of service.
Called back again and got the same answers. I am sure there are those that will say there is nothing wrong with this, but it's very frustrating to have to call AT&T 20 times to (a little exaggerated) get an answer and spend 4 or 5 hours on the phone. It just makes no sense to me that Customer Loyalty cannot see a plan that is offered online at least to answer questions about it.
If this was a one time thing I would not be posting this, but it's been that way for the last several years every time I try to upgrade or need questions answered.
AT&Ts service has degraded in my area quite a bit over the last several years, and I would consider switching to Verizon, but I understand their customer service isn't any better.