Trade-in program problem
On 8/24 I switched from Verizon to FirstNet, and wanted to take advantage of the free S23 trade-in offer. I returned to the AT&T store on 9/7 with two phones that were on my old Verizon account: A Samsung Galaxy S9+ and a Samsung Galaxy A53.
The manager at the store said the S9+ would be preferred and is eligible for the promotion, so he took that one for trade-in. Unfortunately, I received a text message earlier today saying the device was not eligible, and instead I received a one-time credit of $17.93.
Obviously, this was very surprising. I called customer support, and they said I could still trade-in my A53, and it would still be eligible for the free S23 promotion. However, when I called a second time to confirm that, I was told I would NOT be eligible because it's beyond the 30 day window!
It's only beyond the 30 day window because I listened to what the store manager said, and gave him the S9+ to use for the trade-in instead of the A53. The customer support representative suggested I contact the trade-in department and ask for an exception for the 30 day window. I called them, and was told no exceptions are possible. And that I would need to talk to the loyalty department.
So, she transferred me again, and I went back to the main AT&T number. I have no idea how to get in touch with who I need to talk to. This has been a nightmare, and I am regretting switching. Can anyone here please help? I greatly appreciate it.