AT&T not honoring promotions
For the past 10 months I have been dealing with a billing issue through AT&T. We signed up online for a BOGO iPhone 11 with a new line with a trade in. I sent in my iPhone 7+ Yet have never received the billing credit for the free phone. We met all qualifications. The whole experience was a disaster, issues with lines being ported over, phones taking weeks to arrive...lots of problems. Then I’m told by AT&T that there was no promotion to honor. For 10 months I have been transferred to about 20 different departments, between 20-30 different customer service representatives, and have gotten nowhere!
2 months ago I made progress. I had a AT&T rep drop off a phone at my home for an upgrade for another line and she tried to help me, because I told her as soon as I can I am out of AT&T. She showed me all the notes on my account. They have lied to me about the promotion, about never receiving my phone, about so much!!! Then I had a representative reach out to me through here, his name was Jacob, I dealt with him and his supervisor for about a month of going back and forth. They finally told me they fixed the issue, would honor my promotion and a credit would be applied to my account from the past 8 months at the time and going forward. This would all take place in 1-2 billing cycles.
Guess what.... once again..., lied to!!! No credit!! I reached out to Jacob as I was told to. The # he gave me doesn’t work!
I have threatened to sue because they have my property, my old phone, and they did not honor the promotion I signed on for, and after lord of research as well as talking with the representative at my home, this is a common practice for AT&T!!
Has anyone had any success with getting a problem resolved through them, and if so... HOW?! I don’t want to pursue legal action but I will!!!! They are horrible to deal with!!!!