Bought One and Got One...

It happens when the promotion isn’t followed correctly. The requirements are to buy 2 phones on installments, and at least one must be a brand new line.   

I have confirmed with 5 different AT&T Customer Loyalty representatives that we followed the rules of the offer perfectly; new line, the phone was exactly $749.00, the BOGO promo was in effect on the date we purchased.  They all don't understand why I'm not receiving credits, but by reading all the COMPLAINTS regarding this promotion on the Better Business Bureau site and on this very forum it is clear that AT&T is purposely not honoring their contractual agreements with thousands of consumers.  *****.  This is a blatant bait and switch, AT&T has purposely and knowingly letting consumers waste hours of time on hold to never resolve or credit what they promised. It's a shame that this once great American company has to resort to these tactics to get people into their failing AT&T stores. SHAME!

[Per Guidelines: Keep it Relevant and Appropriate]

8 months of calling in and 0 resolution. Please don't send AT&T talking points that are incorrect. 

This is a community forum, not At&t.  
In your first post you wrote you paid for the ‘buy one’ phone full price.  If you paid for the phone in full, not with installments, you did not meet the requirements.  If I am misunderstanding your first post, please correct my understanding.

Yes to clarify, I am paying for the first phone in installments.  It absolutely follows the rules of the BOGO promotion. I've run out of ways to resolve this issue with AT&T so I am using this forum to make everyone aware that AT&T IS NOT HONORING CONTRACTS WITH CONSUMERS.

Along with my complaint to the BBB and to the Consumers Affairs board I am talking to the producers at News stations and a prominent HBO show that will hopefully be running a segment on this issue.  

There is no BOGO contract. It’s applied just like 2 for 1 canned goods at the grocery store.   
file an FCC complaint online. It’s free.  At&t will contact you.

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@Jimmyzee wrote:

On February 20, 2019 I went into an AT&T store and signed up for the Buy One Get One promotional contract. I purchased a full price new iPhone for my wife and added a new line for my daughter. In return we were given an iPhone XR that was to be credited back to us over the course of the installments.

You can't pay FULL PRICE, you need to make payments on the first phone.

What model iPhone did you get your wife?

Did you purchase the XR on the daughter's new line? Please confirm you checked the bill on this.

@Gary L  Read post 6.  The OP is paying installments on both phones

Just for clarity, all the BOGO offers for the iPhone XR in 2019 were 50% off, not free. The BOGO free offer requires TV or Internet.

https://www.att.com/esupport/article.html#!/wireless/KM1326152