Got 2 iPhone XS w/BOGO deal and no credits have been added...
To provide some context, my account has 7 lines in total with 2 BOGOs added in 2018. The first BOGO went extremely smooth, the bills afterward were exactly as the saleslady said; the credits were added accordingly. Now the nightmare that began a continuous cycle of extremely high bills with the second BOGO has me questioning my service with AT&T. I have contacted customer service and made trips out to the store in the mall where I got the deal to get the issue fixed but the bill has remained extremely high despite their assurance that the credits will be applied to the bill.
In late November of 2018, I got a BOGO, 2 iPhone XS for my aunt and brother. I'll skip past the part where I was mistaken on a data plan which resulted in me losing the grandfathered 15GB plan...and switching to a data plan that charged me $30 per line from the $15 per line on the grandfathered plan (but the thing was, he didn't even inform me on this??? but I understand it's my mistake for being so naive). That issue has been long resolved as now I am on the $80 15GB plan. I have spoken with customer service and in the store multiple times, but it has become increasingly frustrating that the bill continues to remain so high. I understand that credits are applied sporadically (which is honestly so baffling to me as the lady who explained it to me was unable to explain as to why AT&T does this), however, I am still being charged for the "free" phone despite it being 4th month/bill cycle even though customer service keeps informing me that the credits will be applied to the bill after 2-3 bill cycles.
I have looked at the bill in depth, calculating all the charges per phone to get an average estimate that I should be paying per month, but whenever I get the bill, the total looks outrageous. Like this month, I was expecting to see maybe $350-380 as calculated in the store with the sales guy, but this month it came out to be roughly $400.
Can someone explain to me as to how and why credits work the way they work because my patience is being worn thin because of AT&T