Never received any shipping materials to send in my phone?

When i became a new customer I was sent a new phone that was supposed to be for free. I was told it would take 2-3 months for the credits to start on my account. I never received any shipping materials from att to send in my trade in nor did att ever ask me about it when i called them 4-5 times during the first 2 months asking them why i havent received my credits. When I finally talked to someone who could tell me the info i shouldve got when i became a new customer i was told that the promotion had expired now and there was nothing they could do! Now i am having to pay for a $1200 phone that was supposed to be free for being a new customer......Does this sound right? Cause I ready to go to arbitration with att over this.....