iPad discount issue and customer service

I shared my frustration yesterday.  Someone else comments on my post and they get a response and I get ignored. That adds to my frustration! I’m asking for help. I’ve tried the online chat, the 800 number and reached back out to my store. I’ve been waiting for a week on my store. Today, I finally reach the assistant store manager after several attempts to be told he’s still waiting on the escalation email. That will be a week tomorrow since he filed that. 

I have been a loyal ATT customer for many years. I’ve had others in my community say ATT customer service is awful. I defended ATT each time. I’ve always had great service until this issue. I have done everything ATT on the phone, in the chat and from the store has asked me to do. This includes waiting a month to see if it fixes itself. Why can’t ATT do their part? The assistant manager said he needed to see if my iPad qualified for the discount. It better since they sold it to me that way. I was in the store twice for this purchase with different sales people. If it didn’t qualify, someone should have said so. I see this as the fault of the store and poorly trained staff if it didn’t qualify. I don’t feel that is my problem. It should be honored. Why would one iPad qualify but not the second one? Please help me understand what the problem is with getting help for this issue. This started in January. It’s now March. Thanks