Is this a AT&T Fraud? iPhone trade in for free iPhone 7 program promotion in Sept-2016

I am a victim of this and being a loyal consumer since last 6 years very disappointed with AT&T . Now i am thinking to move away with my bunch of friends. Certainly, I will tell all my friends to stay away with AT&T scam. 

In Sept -2016, AT&T surfaced a promotion, "customers who trades in their Iphone 6, Iphone 6 Plus, iPhone 6s or iPhone 6s Plus that's in working condition they can get an iPhone 7 32 GB free after $650 in monthly bill credits." 

In sept when deal was active, I reached out to AT&T store and opted that deal after returning my very good conditioned and working Iphone-6 (more than $500 worth device), that store guy checked everything and told me that you are all set and credit will start automatically. 

In Dec-2016, i noticed that i am still paying around $32 for the Iphone-7. I reached out to customer support, he acknowledged the issue and created a case to expedite and get refund. 

One month passed but i did not get any response so i called customer support again and described my issue again. After several hours on phone with 4 difference persons, initially they were fighting with me saying we didn't have such promotion even i was giving them a link, at-last customer support representative acknowledged the issue again and created new case ticket and assured me that this will be resolved. 

In Feb or April, I reached out to them again with the same issue but no luck. This is really disappointing to see AT&T doing such fraud with their loyal customer who pays all the bills on time and bring more business to them. 

Now i am done and thinking to take some hard steps.

Thanks,

Mayank ***

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