Longstanding AT&T issue

Hi.

I am a loyal AT&T customer, (well lets say rather I was).

I purchased a Samsung S7 for my son at the local AT&T store in Mountain House California, I think it was April 1st 2016. They told me there was a buy one, get one free offer on, so I also selected an S7, and added a new line. I already have an Iphone on a line, but it was a free Samsung S7 right!!!

They told me I would pay monthly for the phone service, but in three months it would be refunded, and my amount would drop to 0, just pay for the line.

Anyhow, time passes and I am still paying. So I call up, and they say there is no record of that offer. So I go down to the store, and they tell me the manager is on holidays, he will fix it when he comes back.

Nothing happens. But in the meantime, I just happen to get a review for a call I made, so I give the review straight 1 out of 5s. I get a phone call from a very nice man call Mike Dougherty (417.627.1619 - i have left the number here, as it no longer exists). He apologies profusely, and tells me he will sort it out. It turns out the promotion ended on March 31st that year, but the manager could override this. He told me he has fixed it, and told me to "give it a few months and it will all be fixed on your bill". He asked me to change my review, which of course I am now happy to do, and I did.

Nothing happened, it is now over a year later, I am still paying $25 a month for a phone I never actually needed, but was sold to me as a promotion. . Mike would not answer his phone ever again to me, or return any of my calls. Now that number no longer exists.

I am really dissatisfied with this level of service, from both my local store, and from Mike. If there is any way to make an official complaint, I would like to do so. Mike just seemed to want to get rid of my bad evaluation. This is not the AT&T I have been loyal to. No one seems to care that I have been screwed over for about $600.

I am trying to contact the office of the president to resolve this, I hope I get a reply soon.

Phil