Trade In Rebate Not Credited
I transferred to AT&T from Verizon due to service issues and when I initiated the account in August, I was told that if I send in my iPhone XR I would get a credit of $700. I even have the email confirming this was the plan I signed up for. The rep I dealt with over the phone provided no instruction on how to send in the phone and I expected to receive some notification.
When my first bill arrived and the credit had not been applied, I contacted customer service to determine what needed to be done. She told me they would send me a shipping label. No further contact.
When the next bill arrived, I again contacted customer service and this time while I was on the phone with them I received the shipping label. I boxed up the phone and sent it in. I received confirmation that it was received.
The next bill arrived and I was credited $100 for my phone trade in. I contacted customer service again and was promised I would be receiving the remaining $600. I have not. Now customer service tells me they can do nothing further.
I agreed to $700 for my trade-in, not $100. I have that in writing. AT&T is in breach of this contract and refuse to credit my account the remaining $600 and alternatively, refuse to return my phone. I never would have agreed to accept a mere $100 for the XR and instead would have kept it as a backup.
How do we resolve this situation?