Furious!

First off, let me start by saying that I neeeever Yelp or place reviews online, but I am just blown away right now.  I have been a long time AT&T customer.  In August, they required me to cancel and restart my account so that I was eligible for a lower rate on my cable/DVR.  That was already a little annoying.  If you can provide a lower rate, provide it without me having to cancel and restart, have a guy come out with a new DVR box, lose what I had on my old DVR, and have to reset all the TV shows I want recorded all over again.  Annoying nonsense that I should have been able to avoid if AT&T was set up properly.  As part of the lower rate, I was told I would be receiving a letter in the mail on how to order a $150 gift card.  So, I wait, and I wait, knowing to look through all "junk mail" for anything from AT&T (by the way, I live alone so no one else would have thrown it out). Nothing arrives.  Last week, I called in to speak to someone about this.  After being on hold for 28 minutes, I finally get on the line with customer service.  She puts me on hold to speak to the rewards department.  Boom.  She disconnected us.  So, I waited about 15 minutes, assuming she would call me back.  I mean, she DID look my account information up by my phone number, so she definitely knows how to reach me.  Nothing.  So, I call back, and this time am on hold for 31 minutes before someone comes on the line.  Customer service tells me she is going to transfer me to the rewards department.  I am transferred to Nicole in the rewards department who tells me that I only had 180 days to claim the $150 gift card so I cannot get one, but she can transfer me to customer service and they can apply a $150 credit to my account.  Perfect!  I was NEVER told I only had 180 days when I re-signed up or I would have followed up sooner.  So, back to customer service I go and I speak to Wilma.  She proceeds to tell me that she cannot issue a $150 credit. "We don't do that.  Because you didn't respond to the letter you received in the mail, the offer has expired".  "Wilma, I never received a letter.  I was never told I only had 180 days.  I cannot respond to a letter I never received!  Can I please speak with your manager?"  So, after about ten minutes on hold, Arianna gets on the line.  She explains to me aaaaall the same information.  "But I didn't know there was a timeline, and didn't receive a letter.  How can I lose out on the $150?  It was obviously something I was watching for in the mail.  It is obviously inportant enough to me that I called in and have been on the phone for well over an hour, and was hung up on.  How does that seem fair?  Can I please speak with your manager?"  So, Chelsea comes on the phone a few minutes later.  Same run around.  When I ask to speak to her manager, she says she is in a 2 hour meeting, plus there is no reason for anyone else to get involved because the problem has been resolved.  "Ummmmm, what?  No it hasn't.  Not even a little bit."  So, we literally sat in silence for 2-3 minutes, then she says, "While we were sitting in silence, I IM'ed my manager.  She said to get your number and she will call you when she is out of her meeting".  "Wonderful!  Thank you.  The number on my account is the one she can reach me at". Chelsea read the number back to me, and I agreed that it was correct.  "What is your manager's name that will be calling me back in a couple hours?"  "Her name is Ashley".  It is now four days later and I have yet to hear from anyone. I am absolutely blown away by AT&T's lack of professionalism, and unwillingness to resolve such a simple issue.  I am not upset about the money so much as I am that I KNOW I was watching my mail, and I KNOW I was never told there was a deadline on the offer, yet somehow that's the customers problem.