I feel your pain...and then some. My daughter's phone was approved for the same promotion in late November 2020 and sent her phone in early December once her new phone arrived. The tracking number shows it was received, however they could not find the phone after that. I called for months trying to get it straightened out, spending many hours on the phone. First we were told to wait two billing cycles. Then told to wait longer due to the business from the holidays. Call after call. Finally on June 14, 2021 we spoke with a competent rep that figured it out; they gave us a label to return a phone instead of trade in a phone. She verified we were eligible for the $440 promotion and said it could take up to 5 business days to start seeing a credit. Two weeks later, no credit, no contact, nothing. After spending an hour on the phone they now say were weren't eligible for the promotion because we had to upgrade our unlimited plan to a premium plan. After 7 months and countless calls they come up with that, which not one representative mentioned before nor do I recall ever seeing that requirement for a trade-in on an existing Verizon account. So I asked for my phone back, but they can not locate it. Apparently you need to make the request within the first 30 days...despite them telling you to wait at least two billing cycles (60 days) for the credit to appear?! Bottom line is we got nothing for my daughter's iphone 8 plus that she sent as a trade-in, nor did we get the phone back.
