I am not getting $700 BOGO credit after being told I was eligible for it
When the new iPhone XS Max came out in September 2018 AT&T ran a Buy One Get One promo (not for XS Max, BOGO was for iPhone 8). I called customer service to see if I would be eligible to get the XS Max and just pay the extra amount. I was told I was eligible and I would only get a $700 credit split over 24 months because the phones I wanted were $1100 each. I talked to one employee in the physical store, and I again asked someone over the phone before making my order. Both employees told me I was eligible , I would just need to add another line and pay off the balance of my current phone (an iPhone 7 Plus that I owed $170 on still). I had just started a new line for my daughter 2 weeks prior, so I asked if that could be considered a new line for the offer. Both employees told me that doesn't count, but I could cancel that line and start a new line to be eligible. So on 9/28/18 I did what they told me was needed - while on the phone to make my new phone order I cancelled my 2 week old line, started a new line (which included another $30 activation fee after just paying one 2 weeks prior), and I paid off the remaining balance on my iPhone 7.
After getting my first new bill I noticed I wasn't getting any of the $700 credit. I started an online support chat on 11/5/18, and was told that I was eligible for the credit, but it hadn't applied to my account for some reason and I would see it on my 3rd bill. That representative started a case for me and said I should hear back within 24-48 hours. I didn't. Two weeks later I still hadn't heard back so I started another online chat on 11/19/18 and once again was told I was eligible for the credit, but I wouldn't see it on my bill until December. I was also told my case was still open for some reason but my account would be noted that I should start getting the credit in December. When I got my December bill (now 3 months since phone purchases) the credit still had not been applied. I called customer service on 12/27/18 and was told that it would take 7-10 days from the bill posting for the credit to be applied.
So today is 1/7/19 (12 days since my 3rd bill was posted to my account, 3+ months since I bought the phones and 2+ months since I originally opened a case for this issue) and still no credit. I called customer service again but this time I was told that I was not eligible for the credit and I would not be receiving it. I told the representative I had chat logs showing that I was told I was eligible and would be getting the credit. She told me that doesn't matter, whoever told me that was wrong. I told her the only reason I bought the phones, cancelled a line and added a new line, and payed off my old phone early was because that's what I was told I need to do to be eligible for the offer. Once again, i was told that none of that mattered and I would not be getting the credit even though multiple employees had already told me I would. I asked to return the phones then since they wouldn't honor their offer but they would not let me. I asked to have them pull the call recording from when I ordered the phones and listen to their employee telling me I would get the credit but they wouldn't do that either.
The only reason I bought two $1100 phones is because of the $700 BOGO offer. The only reason I cancelled a 2 week old line and started a new line was because I was told that's what I needed to do to get the $700 BOGO offer. The only reason I paid off my iPhone 7 Plus early was because I was told I need to in order to get the $700 offer. I wouldn't have done any of that if I had been told I was ineligible for the offer. I can't believe I was strung along for months and had multiple different (at least 5) At&t representatives all tell me I was eligible just to find out now that not only I'm not getting the $700 credit, but I can't return the phones and there's nothing I can do about it. I've been an AT&T customer for over 10 years, I've bought 2 new phones at least every 2 years, and you're willing to lose me as a customer over $700 you told me I would get? Someone has the authority to pull those call logs and see what I was told on 9/28/18. Someone has the ability to make this right and see that I did nothing wrong here, just followed the instructions from AT&T employees. I'm losing $700 because of their mistake.