I had this very similar thing happen to me. It took over a year and they only reimbursed me for half of it. Out of desperation I accepted it because I couldn't waste more time with sending emails and long phone calls. Good luck. If it's not in writing you are probably screwed. Also, it you don't continue to generate a call log with them, they will blame you for not responding in a timely manner even if it's them you are waiting for. Wish I had better news.
Ah, that's super sad you've had so much trouble with this. You are talking about the Carrier Freedom™ offer right? There's some steps you'll need to take so you can redeem the offer as well as doing it within the specific time frame. Did you get any errors when going through the redemption process? Also, when was the last time you spoke with our team to have this escalated?
Just checking to see how things are going. Please let us know if you still need help.