Trade-In Issue

[Asmith0422]

I turned in my iPhone 11 when there was a promotion to receive $800 towards a new iPhone. It has now been five months and Verizon refuses to give me the credit owed towards that phone. Since then, I have had to spend the following time:

• Aug: Initial trip to Verizon store to purchase new phone (they told me I had to mail in my old phone though)
• Sept: I have re-visited the store to confirm this trade-in (about a 2-3 hour ordeal)
• Sept: 1 one hour phone call when sending in my phone with Verizon, confirming what was needed in the box and again the promotion I would be receiving
• Nov: two hour phone call, trying to figure out why my credit had not been applied. Verizon called the store where it was purchased, then came back to me to confirm that it would go through.
• Today Part I: Today, after being on the phone over an hour I was eventually told that promotion was applied, but that they could not send me a confirmation, because it was an "internal" matter (this really happened - they refused to send me a confirmation of the money I am owed!!), and that I just need to trust it will be on my bill in 1-2 days. Obviously I did not find that acceptable and was shifted to a supervisor.
• Today Part II: I was then transferred to a supervisor that said she would "try," but that it was likely it would not go through and that she might need to find me another promotion, but could not guaranteed it, and that I should go back to the store where it was purchased.

I am SO LOST and honestly have no clue what to do beyond filing a complaint with FCC (which I have already done). Has anyone else had this issue? Will @verizon do anything about this?

[mostlylurking]

When I purchased my previous phone through Verizon, I had a similar issue. I was supposed to get a $100 rebate but was told I ported my phone number wrong. I had called ahead to make sure I jumped through all the necessary hoops. I followed all directons very carefully so I think they just made up this excuse. I never got the rebate. I bought a new phone 3 days ago and I did NOT purchase it through Verizon.