DONT BECOME AN AT&T CUSTOMER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
AT&T ran a promotion in September, get a free Samsung Galaxy Note 20 5G w/ eligible trade-in. My wife, and I left T-Mobile, switch to AT&T. My first bill was insane, it was $500 after fees, and a bunch of other (Edited per community guidelines). I called customer service, they said that is was normal. After my second bill I noticed that we were being charged for the new Samsung phones. I contacted customer service, they said it takes 3-4 weeks. After my 5th bill, I contacted customer service again. They tried to say that they'd never received my trade-in devices. I had to go to 2 different AT&T stores (both conveniently didn't have a manager on duty, even I had called, and confirmed that there was one, before driving to the second store), and had to call some trade in dept. that seems completely siloed from the rest of AT&T customer service. They confirmed that they had my phones, and provided 2 x "Process Item Numbers". I again called AT&T customer service, provided those numbers, and I was told that I would a(Edited per community guidelines)olutely be receiving the credits, and that a "claim" was going to be opened, and I would receive notifications... I got nothing. I called customer service again the young lady that I spoke with apologized, she said that she sees that we should be receiving the credits, but we aren't, and that she'd open a claim. I did receive a single notification this time, that a case had been opened, but crickets since. I am currently on the phone with customer service, trying to think of every possible angle to get this in front of as many people as possible. If you're thinking of switching AT&T, don't. It is clearly not their intention to assist their customers in any way. I am working on filing complaints with the FCC, Consumer Reports, and the BBB.