We turned in our Iphone 4s at a retail location and received a "trade-in program" promotion card for roughly $80.00. The store explained we could use this to pay towards our bill. Shockingly, when I called into AT&T, the payment would not go through. After being transferred four times to new people and speaking to two supervisors (Jeremiah was a particularly unhelpful one), I was told my only option to redeem this money was to GO BACK TO THE RETAIL STORE. Apparently AT&T does not accept their own gift cards to pay towards your bill. Over one hour on the phone wasted.....
A wonderful example of policies that are unfriendly to the consumer and a customer service workforce not empowered to make common sense decisions.
Note: We have been customers for 10 years and if we weren's locked into intermidable contracts, this would be the last straw.