Business ProfileforPrime Communications, LP

On 12/26/23 my husband & I went to a local AT&T store to ask about adding an Apple Watch to our plan & if they were offering any specials to trade in our current phones. Byron, told us he could offer a promotion that gave my husband & I, $1,000 rebates on the iPhone 15 Pro & Pro Max by trading in our current 12 Pro & 12 Pro Max. We confirmed multiple times because that essentially meant our upgrades were free. He assured us we would each receive $1,000 in credits. We then confirmed with his manager, Patrick, that we would each receive $1,000 in credits & he confirmed. They went so far as to circle it on the paper they had us sign for the trade-in. After Byron had us factory reset both phones, purchase new charging blocks & throw out our old cases, he assured us we could leave & return our old phones later. Something felt “off” about the situation so I told my husband I wanted to stay until the trade-in process was completed. After over 2 hours of waiting, Byron tells us “I can only give you $830 for the 12 Pro but don’t worry, it’s only a few dollars less per month.” When I said “This isn’t the promotion you initially offered”, Byron responded that the promotion had “just ended” & this was the best he could do. After contacting AT&T support over the phone, while still at the store, we confirmed the promotion had not ended but he gave us incorrect information on credit amounts. The manager I spoke with over the phone offered to credit 50% of Byron’s mistake if the store would credit the remainder. Byron said this wasn’t an option. We asked him to call his manager, Patrick, who also said it couldn’t be done. The AT&T manager on the phone said they were incorrect, it could be processed & she would reach out personally to ensure it was done. We were told the credit was approved by a regional manager & would be applied to the account. It’s been 2 months & we still have not received the credit. I’ve asked for Patrick’s manager to call me & still haven’t received a call.