How can I get tracking status on rebate gift card?

Question

I went to a Verizon store and traded my family's phones in, and we were told they had a promotion to pay off the remaining AT&T balance. Everything was smooth, and the employee told me to email poyp.support@verizon.com with my bill on May 6, 2026, and I have not received any updates from Verizon on tracking or if they even received my email. I tried looking for the rebate option under orders, but I see nothing. What can I do?

SynthpopAddict · Accepted Answer

I'm wondering if the employee didn't do the paperwork correctly to get the promotion onto your account.  Because you should see a tile or something under your available promotions or in your orders when you're logged into My Verizon, if you qualify for a promotion.  I don't see a specific "break your contract" promo on the website when I just looked now, but there is a "get up to $400 rebate" offer available for bringing your own device and switching.

Your best bet would be to contact Verizon via one of their social media channels, as the CSRs aren't able to use these forums for the time being:

Instagram: Instagram.com/Verizon (Pre-paid excluded)

Facebook: Facebook.com/verizon

X (Twitter): x.com/verizonsupport