The Loyalty Department does not adhere to the deals they offer to keep customers.
I am a post paid customer. At the end of my contract I was planning to cancel my ATT services. I was transferred to the "Loyalty Department" and offered a special deal including a discount on phones and no upgrade charges. I've contacted customer service over 4 times and was told I would be credited the upgrade charges. Today, a supervisor told me that I would not get the charges credited to me despite the fact that I had a transcript of the initial conversation and "deal" I was offered. Please advise.