HUGE PROBLEM AT&T BOGO PROMO NEVER APPLIED BILLING ISSUE UNRESOLVED

I am in the USA with a Post Paid Account. I purchased an iPhone X as an upgrade and was offered a free additional iPhone X if I opened a new line. That was in February 2018, it is now December 2018 and I still have no received the promotion. I have been forced by AT&T for the last 8 months to pay installments or $47.92  which I never agreed to. 

During the first 90 days, I called customer service and the reason or "EXCUSE" was that i had to wait 90 days for the promotion to be applied, so I waited. 

On month number 4 when I called in, the new EXCUSE was that my bill was not always paid on time and that I had to drive back to the store where I made the purchase and let them know. So, I drive back to the AT&T store and the manager there tells me that my account has never been suspended and that the article for the promotion only stipulated that the promotion would not be granted if the account was suspended. So we call AT&T customer service explain the story for the 15th time and a "ticket" is submitted to the "back office".

A few days later I receive a text that my "ticket" to the back office had been completed. So I get ready to throw away another few hours of my life on calling AT&T and having to explain the same story and get transferred around because the problem is too big for anyone to deal with. So I call, in agony. 

I end up getting in touch with a someone from the "back office" that tells me that my bill has to be caught up and that I was about 7 days late (even though I had set a payment arrangement and requested that my due date be changed). So i end up getting the money together to cover 2 payments so I can be ahead on the bill, a total of $623.19 for 3 phones. (only of which 2 are smart phones)

Excited that i had came up with the money to get ahead on my bill, I call AT&T and say "hey, I just caught paid my bill to $0. How about that promotion?". The customer service rep of coarse tells me "no problem it will be added and reflected on your next bill. So I sit next to my mailbox all day waiting for my AT&T bill anxiously. and to everyones surprise I'IM SURE..(sarcasm) I still have to pay the $47.92

So I call in yet again, at this point its October and its been 6 months of AT&T making me miserable over 50 bucks extra they are taking out of my pocket every month. The customer service rep this time tells me that "PROMOTION NEVER EXISTED" (at this point I'm becoming frantic at the thought of this promotion never being applied and having to pay AT&T 24 installments of 47.92 a total of $1,150 EXTRA on top of the line charges taxes etc. a total of $85.97 for 24 months--> $2,063!!!!! 

So I'm freaking out but staying cool calm and collected because hey, after all I was an AT&T customer service rep myself for FOUR YEARS. I know what it's like being in an AT&T call center. 

So I drive back to the store, and let the manager know "Hey, customer service is telling me this promotion never existed" So we call customer service together again. This time we get someone overseas who tells us that I would not qualify for the promotion because it was a California specific promotion and my AT&T account was originated in Florida before I moved to CA. The store manager tried explaining to the customer service manager that I had a CA billing address and that it was just a matter of submitting the promotion with GLA (Greater Los Angeles) in the "account type" field. The Customer Service manager refused to do tis and said that because my "account type is Florida" I would not be getting the promotion and hung up on us. ([Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc])

At this point I'm losing the energy that it takes to call customer service and explain the whole story and fight through the excuses, but I REFUSE to be one of those victims that just say "well you know, AT&T is a piece of sh** all those promotions are lies. They never do what they say they're going to do". Because the sad truth is that I like AT&T as a company, I think the leadership team is very smart, the company is innovative, they adapt to changing times, and I enjoyed my time working there. 

So I have sent a formal dispute form via certified mail to: General Counsel, AT&T Mobility LLC, 1025 Lenox Park Blvd., Atlanta, GA 30319. as instructed to do so per the steps to arbitrating a claim.

I really hope this issue can be resolved within the next 30 days or I intend to complete a Demand For Arbitration and take the steps following that into litigation if I have to in order to be granted what I was promised and convinced I would get at point or purchase. 

It's too late to say I hope we can solve this in a timely manner at this point I just hope we can solve this or I will switch to Verizon. I've heard they offer better service on the West Coast anyway.