I need HELP .... Please! Re: Free iPhone 7 promo that I can not get a credit for!

In January 2017, I called ATT and asked if there were any promotions for a free iPhone when adding a line. I have unlimited and Directv and the rep told me if I were switching the line from another carrier I would qualify for the free iPhone 7. Great! This is what I wanted to do anyway, so I advised her I wanted the free iPhone 7 and to switch my Straight Talk line to my ATT account. She started the process and told me she would just give me a new number if I didn't mind? Fine with me, whatever you need to do. Well little did I know she was not following the correct steps to get my credits for this phone. She did NOT "port" the number in from straight talk and gave me a new number which is not what SHE should have done. Now, I am being told that I cant get the credits because the line wasn't ported in. I have no idea how this could be my fault. Just because the rep didn't do it properly, I am being punished.

I currently have 5 lines with ATT, paying over FOUR THOUSAND per year and have been a customer for several years and simply cant believe that there isn't a way to get this fixed.

Someone PLEASE direct me on what I should do and how I can get this fixed

I have called in more than once, the first time I called in I was advised that the credits take 2-3 billing cycles and now I am being told I wont get it. It makes me crazy to call in and get different answers to the same question.