Possibly fraudulent business practices with trade ins?
I traded in a phone last year and should have received an $800 credit (distributed as $22 monthly credits) for the phone. When I didn't see the credit on my next two bills, I chatted with a representative who looked into my account and said the credits should start appearing on my bill the next cycle. I saved the transcript and what they said exactly is:
"The trade in credits will be usually applied 2-3 billing cycles and I see that this is your 3rd monthly payment on your phone and I assure you that you will start to see the trade in credits on your next bill and also you will have the catchup credits."
Of course the credits never appeared and after speaking to a rep via chat (30 minutes), I found out that the type of service I had didn't qualify for the trade in credits. I changed my account and at their advice, called Customer service (40 minutes), the Trade-in department (less than 5 minutes before they transferred me to another department abruptly), and then customer service (another 50 minutes) so that they can process a one-time exception so that I receive the credits. Long story short, I have been told by everyone that the window to apply my credits has passed and I'm out the entire full-priced cost of the phone ($1,000) AND I'm stuck with a plan I didn't want.
If I misinterpreted the vague description of what a qualifying plan was, why didn't the rep that I talked to during this "window" tell me? Why did they "assure" me that I was on track to get the credit?
I've been told nothing can be done but would love to know if anyone else has had the same experience and found a resolution. I don't know what else to do short of contacting the Better Business Bureau.