Problems with Verizon honoring their promotions

[rjbrooki]

We received a text back in April offering to buy out our iPhone 13  and apply 800 dollars credit over 36 months on the new phone.  This would result in an increase of our payment of about $3.00 a month.  This was an online transaction and the contact for Verizon was chatting with me and eventually called me.  During the call, he wanted to switch us to a 5g plan and I declined,  I told him I wanted to keep my existing plan and he said no problem.  He had also said they wanted to charge $35.00 set up and I told him I wouldn't due the deal.  He supposedly chatted with someone and came back and said they would waive the charge because we were long time customers.  We agreed to buy a  cover, screen protector, and an additional charge cord.    We received the phone and activated it, we were going out of town for a couple of days and we didn't have time to wipe the old phone.  When we got home, our house cleaner had thrown away the return packaging for the i phone 13.  I called and they said that they would send me a new shipping package.  After 6 days I called and they said sorry.. didn't know what happened but would sena new one.  Another week passed and no return package.  I called because of the special trade-in and they said not problem.  I asked if I  could take it to a local Verizon Store and they set it up.  I went in the they accepted the phone checked it out and gave my a receipt.  The gentleman that helped me said that he could not apply the promotion but they would correct it when they saw that it was turned in.  This was May 2, 2024.  I am getting a bill showing that it was not turned in and the promotion was cancelled.  I called twice and two times I was told sorry  for the problem and the credit could appear on my account within two days.. Didn't happen.  Yesterday, I got a text my account was delinquent.  I called  and the lady that answered said that there was no promotion that could be applied.. I told her how frustrated I was and asked to speak to someone who could figure this out or have me talk with someone who could cancel our service.  She turned our phones off and I had no way to call or contact anyone.  I drove to the Verizon store where I turn the phone in and the manager took the time to try and figure this out, He hooked me up with a Verizon Manager or Customer support person.  Coco was the customer service manager and he said that the reason I hadn't gotten the credit is that I did not upgrade my plan or buy an extra line.  I told him that the online representative and waived those when I said I didn't want the line or a new plan.  Coco said that he would see what his bosses had to say about this and he reactivated my phone.  He said that I would be hearing back in 3 to 5 days and my phone would work.  Today, I received a text telling me that my service has been discontinued due to lack of payment.  I am recovering from lung cancer and now I have no way to contact anyone if I have another attack.. I don't know where to go with this, maybe I need to see if I can find an attorney to help... Very sad after many years of service