IPhone 13 Pre Order

I pre-ordered the iPhone 13 on 9/17/2021 with the upgrade and trade in option. They sent me the trade in kit 9/18/2021. Then I received an email this morning that Verizon attempted to charge my account the full retail price of the iPhone 13, regardless of my trade in credits. I’ve been bounced around from customer care rep to sales agents and back. Really considering just canceling my Verizon service and switching to AT&T.