Being Charged For Phone I never wanted Because of ATT Store Rep Error
We went in for a Samsung promotion, bring in old Samsung we will replace with new one for free. I had two, so when to an actual ATT store not a authorized dealer. My sister got her phone replaced with one and also got a watch. Great deal, then I said I had a sim number so I could get the 4 line discount i.e. bill would be the same with three line so basically a free line. Rep advised me to get another line with the other Samsung to replace sim line, so setup a new line and removed sim line, great now i had a nice phone for that fourth line. This was on April 21. Next bill started showing the promotion. I then switch the new line to a starter since really didn't need premium. Asked rep over phone didn't want it to affect my plan, they said it would not. Id loose the 10 off on that fourth line, but that was fine not big price diff $5. All good. The, June bill and i have lost the promotion. I chat with rep and on chat for 2 hours. They first claimed i gave the wrong phone for promo so that's why it was removed. Then when i explained that made no sense since I was at an actual store not retailer, they changed their tune and blamed it on my switching the plan. At that point i was exhausted and angry said id call back to get this all fixed. 2hours was enough wasted time. Today i called on a 41 minute call for them to research and now say it was because i removed the sim card line. That voided my promotion. Seriously!! I would have never done that. To add insult to injury, they said since I'm pass 14 days I'm screwed and stuck paying for the phone. The promo was for new and existing lines, my sim was existing, so what ?? Rep should have moved that line with the new Samsumg instead of creating a new line? Why am i stuck paying for a mistake that a representative made? This was all the reps idea!! I had just brought in the second phone in case one wasn't eligible for the replacement promo. Who can I contact to help? BBB? Why cant AT&T hold their reps responsible for their actions and advice? Why am I out $1000 on a phone i didnt need to get?