I am being charged for a buy one get one free iPhone I bought in December 2017
I was sold the BOGO deal with a new line in December 2017. 4 months later, I noticed that I did not receive any credit for the second device payments nor was the 4th-month bill any different. Upon calling, I was told a case was being submitted to back-office to fix the issue. Another month later, the 5th-month bill shows up with no changes i.e. being charged for both devices. I have had to call customer service over 10+ times and each time the call lasted over 30 minutes. They kept telling me that I had to have Direct TV for the BOGO deal...various reps looked up and told me that there was another BOGO deal that was extended through December 31st, others told me that the BOGO deal with iPhoneX with a new line did not require TV. Finally, customer service and loyalty department recognized that there was a mistake on their part as the BOGO deal had expired a day before I was sold the promotion so they logged what is called an ICU case i.e. apply the promotion as it was sold even though it had ended. 2 weeks later after being on call with customer service and loyalty department, I was told there is nothing they can do - the best they could offer is a free accessory - really???. I even asked the logical question that if I was sold the BOGO deal with TV, how come you never came to install Direct TV for 5 months and no one had a response to that question besides saying sorry...
Pathetic...I feel I was cheated. Are there others in this situation? I am ready to leave AT&T as I feel cheated. Based on principles, I can't stay on with a company that is not willing to admit their sales reps mistake and take care of customers. I am hoping their sr. management sees this message and takes some action to