DO NOT TRUST PHONE ADVISORS

There's a difference between a false advertisement and a failed promotion. What you have is a failed promotion.

There are several reasons AT&T would Not honor the promotion. Most of it can be explained by reading the promotion itself. (You can read similar promotions published on AT&t's website today)

    For example you added a new line to your account but then you canceled another line within 90 days.  You didn't have the required unlimited data plan, currently the starter plan is the minimum that qualifies.  You didn't turn in your trade-in phone within 30 days of activation.  

Those of us who understand how easily things can get lost, or mistakes are made, suggest very strongly that one keep careful documentation of every part of the trade-in in including the receipt if you do an in-store trade in, or the counter receipt at the post office and then track your phone as it goes through the postal service, then the courier, and then to its final destination. And to save that documentation for several months until your credits are successfully being added to your account

It was not lost or took longer then 30 days. It was an error on att side, when they did not include anything to send the old phone back with and I had to call in and get the stuff to send it back.

If there was never a trigger to send you a trade-in kit, that would indicate that something about your purchase did not trigger the promotion.

Note the other qualifiers:

  For example you added a new line to your account but then you canceled another line within 90 days.  You didn't have the required unlimited data plan, currently the starter plan is the minimum that qualifies.  You didn't turn in your trade-in phone within 30 days of activation.  

Everything was correct and when speaking with the last advisors they agreed. Like I said originally we have been loyal att customers for over 25 years. And not happy this is now the 2nd issues with trade in first were on my parents phones where it was never set up correctly at the store and then the returns were sent to the wrong place per att fault of routing. Now this with my trade in and the trade in credits. 

Please so defending them I only want to hear back from someone who can help and not make excuses

This is a customer based public forum. You do not get to dictate who replies to your public post. 

This is a post I created I can ask people who are not helpful and just posting excuses not to post on it.

THIS IS A CUSTOMER POPULATED MESSAGE BOARD AND NOT A WAY TO CONTACT ATT.  ON RARE OCCASIONS @ATTHelp WILL OFFER A DM*.

DEMANDING A RESPONSE BY ANYONE ELSE IS LUDICROUS.

*Edit: @moonbouncer20000   You were offered a DM 3 months ago. (Here).  Did you take advantage of that DM?

I have reached out and they closed it and not returning phone calls.