Phone Upgrade Billing Issue
I upgraded my phone in January 2023 through a promotion AT&T was running that would credit a trade-in. I mailed in my phone on January 3rd and saw that an AT&T courier picked it up on January 7th. However, I have been billed the installment fee each month since January and have called back every month stating that I should be getting a credit based on the promotion I signed up for in January. Each time I call the agent has told me it usually takes 2-3 billing cycles for credits to take place.
Today was the 4th and 5th times I've called AT&T asking for a credit because it has already been 3 billing cycles and I did not receive any resolution. The 5th time I called a representative assured me that they have received my phone and they needed to do some additional research and would call me back in less than 10 minutes after they found out more information but it has been several hours and still no callback. I'm not sure what else to do besides reach out here to see if I can escalate my issue with AT&T.