Didn't receive BYOD credit

[vzwfambam]

In January, I added a new line to my family plan using the Verizon Wireless promo for bring your own device (BYOD) credit. I confirmed with customer service that my device and plan were eligible for $500 credit to our account statement, and that it may take up to 3 billing cycles to appear.

Customer Service Round 1: After 3 billing cycles, the credit didn’t appear so I called customer service. The rep confirmed with their manager that I was eligible for the credit and said they’ve made a note in my file and it should appear in the next billing cycle. They also promised email confirmation of the discussion, which never came to me as the primary account holder.

Customer Service Round 2: After the next billing cycle, the credit still didn’t appear so I called customer service again. The rep confirmed the note in my account, re-confirmed with their manager that I was eligible for the credit, said they’ve made a note in my file, and that should appear in the next billing cycle. They also promised email confirmation of the discussion, which never came to me as the primary account holder.

Customer Service Round 3: After the next billing cycle, the credit still didn’t appear so I called customer service again. The rep confirmed the prior notes in my account, re-confirmed with their manager that I was eligible for the credit, said they’ve made a note in my file, issued a one-time credit of $20 as apology, and that should appear in the next billing cycle. They promised me email confirmation of the discussion regarding BYOD credit and one-time credit. 

At this point, I’ve only received email confirmation regarding the one-time $20 apology credit as well as the $20 statement credit itself. However, there is still no BYOD credit in my account or via email. My account is current and I have no outstanding balances, and I receive all other emails from Verizon. I’ve spent dozens of hours waiting to speak to and eventually speaking to too many customer service reps who have all confirmed device and plan eligibility for the $500 BYOD credit that still has not arrived. I don’t know what else I need to do to ensure I receive the BYOD credit that I was promised by Verizon, and would appreciate a resolution.