I traded in my iPhone 5 and got a $200 promotion card, and was told that I could use it for billing or when I upgrade my phone.
Now that I am ready to upgrade my phone, I realized my promotion card was expired at my local ATT store. The ATT personnel there instructed me to call the promo card dept., which was on the back of my card, and they told me that they cannot do nothing about it, and to call the Buy-back department. I called the buy back department and they said I need to speak to someone at the store because I traded-in my phone in the store. The store says to call the Promo department again.
Is this "the customer service" ATT provides to their "valued customers" for years, telling me to call different departments and go around the circles?
I did not get this promotion card for fee, I traded in my functional iPhone 5. If I knew that they put some kind of expiration date on the monetary value of my phone, I would have sold it to someone on Craigslist or Ebay. I am not asking for free money, I am asking for what I SOLD to ATT. However, the promotional card department did not even have the attitude to at least help me out or make the situation better. They said it's a "policy." If everything falls under policy and there is no exceptions, then why does the customer care/service exist?
Note even an single cent was spent from the promotion card and they knew about it too. The ATT workers at the store were at least trying to help me out but I felt that the main problem was ATT being ignorant and not trying to give the customer the best options for an unique (but common) situation like this.
I have been a customer for so many years, with three lines under my name, and not only that, I was planning to upgrade my phone, keeping my relationship with ATT. and ATT has disappointed me so much today, and I no longer recommend this provider.