Fraud/Lies/Incompetence

I bought an iPad during a half off free line promo. When I got bill I was being charged for the line. Customer Support in Egypt said no such promo. I went back to store 3400 NM-528 Suite 108-B in Albuquerque, NM 87114. I spoke to a customer rep and he called manager over who confirmed that promo was valid and had him type notes in my account that stated “

Was in store during free tablet line promo and is being charged for it”. I went home called Customer Support and got an agent in Egypt that saw note said he would fix my account, gave me a $30 credit and said he would annotate my account. Following month same issue so I call and got an agent in Egypt who stated no notes from previous agent or on my account for free iPad line no such promo. I went back to store on NM-528 and I was told by store Manager it was a promo they offered for 3 months another customer rep brought up my account and showed me on computer screen that Agent in Egypt was wrong note is in my account for a free line. They showed me date of 7/28/25 and note mentioned above. I took a picture with my cell phone of it. I called back to a Customer Service Rep I believe in the Philippines who saw note and said they would create a ticket and gave me a $20 credit. Someone called me they were looking into it in August and they would call me back and never did. This month Sept I look at upcoming bill and I’m still being charged for my free line. I spent hours on the phone trying to reach an escalation/complaint department only to be given incorrect phone numbers or transferred to representatives that could not take a complaint even a law enforcement number that was completely wrong. One rep said the only notes in my account is that I was “

She was later educated that the line is not free, yet she is receiving the device itself under a

promotion/ NFAT.”This never happened it is a blatant lie.  I have had internet for over 15 years with no issues but this iPad promo that I was not interested in until I was at the store getting a cell phone for my son and they told me it was half off with a free line. I’m 65 and have no use for an iPad but with that deal I thought one of my kids or grandkids could use it. The last time I went to speak to store manager he went in back room as soon as I got there and never came out. I was told he was on corporate calls that would take hours. They asked for my number and said he would call me and he never did. Chat showed me the message that was on my account regarding me being educated. Initially when I went back to store the first time if they had informed me I was confused and line was not free so be it hard lesson learned. But the manager himself told me promo did exists for 3 months, I came in during that promo and had rep annotate my account. This is fraud I have several tickets regarding this issue but with them outsourcing their customer service it’s impossible to get this matter addressed. My next step will be BBB & FCC. This is fraud!