AT&T Lost Store trade
My fiancé & I purchased iPhone 14s on April 24th, 2023. We were trading in our iPhone 12s for a trade in value of $700. We also were switching from Verizon to AT&T. Our iPhone 14s were ordered & came in on April 27th, 2023. We went into the store and two employees helped transfer our numbers & information to the new phones. Each worker (whose names we have) reset our phone and took them to the back of the store. I starting receiving the credit for my trade in on our monthly bills, but my fiancé had not. They informed us to wait 3 months for the trade in to kick in. July comes around & we still had not received his trade in promo. We physically went to the store, to which the worker that helped us was there & confirmed that we both traded in our phones and would “investigate” with the manager. A week later & we hadn’t heard back so we went back to the store to speak to the manager himself. He stated that we did trade in our phones but he was unsure if my fiancés phone wasn’t “scanned in” properly, lost in store or mislabeled but that they could not find his phone in the system. He informed us that he will be looking into the situation as he was there & witnessed us trade in the phones, but he himself needed to speak with a higher up. We have been calling weekly for an updated with the same answer. “We are investing your case which takes time, but we will make sure you are credited the $700.”
It’s now September 7th. We called today doing our weekly check-in & there is a new manager. In fact ALL employees that were working at our location are no longer employed at AT&T. This new manager has NO information about our case & was never told anything. It screams fraudulent activity. We have been calling & physically going into our store now for 6 months with no resolution. Any advice as to how to proceed? Is there any way to take legal action or get the video surveillance from the day we traded in our phones?