Trade in problem

[Bsanders0972]

I called two weeks ago to trade in my iPhone 13. The agent said I could get a $1,000 promotional credit for the phone so I agreed. She then said we could get it for an iPhone 11 and XR that was on our account. I took it obviously, but then after shipping the phones back our account only shows one promotional credit for the line with the XR. We spent two hours on the phone with the live chat, both my husband and I, and they assured us we would still get the credit on each line even though it wasn't showing. Today our account shows one $1000 credit, $150 credit, and $0 credit. We've had three people assure us that this would be taken care of. I'm on the phone with the fourth person and they say we can't get it. How can you be a customer for twenty five years and be treated like this?

[vzw_customer_support]

Hello! We value your loyalty for these twenty-five years, and it is a concern to learn about the situation with your Trade-In Promotion. I will be sending you a Private Note in order to gather additional information. 

~Maria

[Bsanders0972]

Thank you!

[Bsanders0972 · Accepted solution]

They immediately reached out after posting this and the issue has been fixed. I'm very grateful for the customer service. Thank you!