REFUSAL TO HONOR REBATE PROMO

My husband and I have been customers of T Mobile for over 4 years.  On 10-2-24 we went into the T Mobile retail location at 2600 FM 1764, #150, LaMarque, TX 77568.  The store rep entered the same IMEI number for both Iphone 13 Pro Max phones that we traded in even though we turned in two different phones.  This error voided the 2nd promotion (promo code P813) which would have given us $1000 credit for each trade in.  Because of the store rep's error, I did not receive my credit and my promo was voided.

On 10-4-24 we went back to the retail location and spent over 2 hours with the store manager while he attempted to resolve the issue with technical support and several other departments.  No resolution was reached that day.  We called on 10-5-24, 10-7-24, 10-8-24 and 10-9-24.  Finally on 10-9-24 Sthe manager  told us that there would be a resolution that day and he would call us back when it was resolved.  There was no call back that day and when we called on 10-9-24 we were told that the manager was off that day.  

We then contacted the manager at the T Mobile Corporate store in League City TX and provided our contact info and requested a call back from the district manager.  When we asked for the contact info for the district manager, we were told that they are not allowed to give it out.  To date the district manager has not contacted us.  

We then called Customer Care 611 and spoke with a customer care agent, who consulted her manager.  The manager agreed to look into it.

On 10-9-24 we also mailed a letter CM RRR outlining our issue to the T Mobile Executive office in Albuquerque NM.  We even faxed the same letter to T Mobile at 855-849-0501.  

On 10-11-24 I reached out to 611 manager again and was informed that she agreed to reach out to the retail store manager and the district manager and request that one or both of them reach out to us with a resolution.  She could not provide a timeline for the call from either manager nor a timeline for a resolution.  

On 10-11-24 I filed a consumer complaint online with the Texas Attorney General's office.  I am reaching out in hopes that someone will be able to assist me with my issue with T Mobile.

As of right now T Mobile is in possession of both of my IPhone 13 Pro Max trade ins and I have only been compensated for one of them.  I have receipts for all transactions, including the trade-in of both phones and I also have the original box for both trade ins which show the IMEI numbers for both.   I feel that I have been robbed by T Mobil and they intend to sweep it under the rug until I go away.  I cannot afford to lose $1000.00 and would never have traded in my phone if it was not for the promotion that T Mobile has yet to honor 10 days after they took my phone.

Ayuda.