How do I get a hold of Executive Relations.
I broke my phone at the beginning of December and went and upgraded it. There was a promotion going on that required me to return my old phone within 30 days. I went again on 12/27/23 @7pm to return my old phone, upgrade my son's phone, and get the free watch that I was offered at my first visit. I received a receipt/quote for my son's phone and my watch but nothing for returning my phone. I have been asking since 1/31/2024 (when i saw the email my promotion was not good due to me not returning my phone). I texted the lady who helped me and no response until 2/8/2024 and she asked for the paperwork she gave me and I sent it and she replied she was unable to locate my phone. She then passed me to the store manager who told me "I think you are mistaken, and you really didn't return your phone. I have worked here for 9 years and we have never lost a phone". I then asked him to request store footage as I am not mistaken and I know I handed her my phone. He asked me for the date, time, and order # so I forwarded what I sent to his employee. He then tells me he can't request footage without going into my account. I asked why he needed in my account for his footage when I provided all the information he requested from me. He didn't answer my question, just said, I'm sorry, I am unable to help you if you don't let me into your account. This is the worst customer service I ever had and the employee did not do her job and now I am being punished for her mistake and her boss is not willing to help resolve.
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