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I need to file a complaint

I had to call 7 times to get the correct information about trying to upgrade and actually get the upgrade. I had a trade in for my upgrade (took place in August) and they were supposed to send me a trade in kit. I have now contacted them 5 times since my upgrade because I never got the kit and they still haven’t sent it. I keep getting the same questions asked like nobody can read and I doubt I will get my promotional credit because it seems like if I can’t do it myself, it won’t get done. 
I have asked to speak to a manager three times and the first rep said I have to call customer I did. I sat on hold 20 minutes to get a rep. Then held for another 10 minutes just to be hung up on. 
Now I have a 3rd rep who refuses to have a manager or supervisor call me. This is by far the worst customer service ever and I am ready to take my business elsewhere. I know we all have bad days but there is no excuse for persistent, terrible customer service. 
I pay way too much for this type of cruddy service. 

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