BEWARE - AT&T does not honor advertised promotions on their website
On Jan 28, 2020, I saw a promotion on AT&T's website that you could get the iPhone XS for only $10 per month for a total of $600 in bill credits by just upgrading an existing line. The promotion said I just had to trade in an eligible smartphone (I had an iPhone 7 and that was on the list of eligible phones) and I had to have an unlimited wireless plan (I have Unlimited Plus). I wanted to make sure I definitely qualified for the promotion before going through with the upgrade so I chatted online with an AT&T rep (I have this conversation saved). The rep went over all my details and said the promotion did apply to me and I would start seeing the credits on my bill within 2-3 billing cycles. I completed the upgrade online, got the iPhone XS in the mail, then took my iPhone 7 to an AT&T store to trade it in in person because I didn't want to risk mailing it and it gets lost. When I traded it in I was given a receipt with a confirmation/tracking number to prove I gave up the phone. Every bill since I upgraded shows that I'm being charged $30 for the XS but I'm not receiving the $20 credit. Every month since I upgraded I have chatted with a rep online and they all tell me that the promotion applies to me and I should be getting the credits. In April I tried contacting AT&T through Twitter and when a Social Media Manager called me back, instead of providing actual service and assisting me he told me point blank the promotion didn't apply to me because I was supposed to add a new line. I read off the promotion page that I saved to my computer (it's attached below) and told him I had saved conversations with multiple reps confirming I was eligible for the promotion and he didn't care. He just kept telling me I didn't qualify and I had to pay the full amount for the phone. I decided to ignore him because of the saved conversations and the saved promotion page that proves I didn't have to add a new line. I chatted with someone again in May and again today and those conversations also ended with the rep telling me I should be getting the credits. The rep I spoke to today said she didn't understand why it wasn't showing up on my bill even after 2-3 billing cycles passed so she told me to call the Mobility Department (877-999-1085). I called the number and spent over an hour on the phone with someone. It finally seemed like I was going to get my credits because the woman confirmed all my details and said she would credit me, then she put me on hold for a while, just to come back and say she couldn't give me the credit because I have a "multi-line" unlimited plan. She also couldn't see anywhere in my account notes that I traded in the iPhone 7 even though I gave her the confirmation number that was printed on my receipt. At this point it's clear they just don't want to give me the credits I'm owed. It doesn't even matter anymore that I fulfilled all the requirements in the advertised promotion, it's the fact that multiple reps told me I am qualified for this promotion and I should be getting the credits. If AT&T employees are telling customers that they will be getting credits on their bill and the conversations are saved, AT&T should be honoring that. I was fine with my iPhone 7 and it was paid off in full, I didn't need a new phone. I only upgraded because I thought it was a good deal, only paying $10 a month for an iPhone XS. I wouldn't have upgraded my phone if I had to pay $30 a month for it. Most important, the only reason I went through with the upgrade online is because the rep told me I was good to go. I will never upgrade my phone again with AT&T unless it's an absolute must like if I lose my phone or it breaks. Anyone who wants to upgrade needs to be careful because even with proof and saved conversations, they just don't care and won't give you what you're due. I'm going to report this to the FCC and BBB because this is not the way to do business. I should not have to pay $900 for this phone. AT&T needs to honor their promotions and follow through when their employees tell customers certain things.