I took the upgrade promo and then was charged for it.

[JericoDM]

I took an upgrade promo for the new phone. I was then charged for the phone. When I asked about it, it took 5 hours on chat and phone to get an answer. I have records of the conversation saying the money would be credited to my bill this month. It was not. When I called about it customer service said my prior conversations didn't happen and would not take the screen shots of the chats. I asked to escalate and they refused. I am not sure what to do now, but I will have to change companies after years with verizon because I can't afford their free promo. I have no idea what else to do. 

[vzw_customer_support]

We'd never want to see you go and want to ensure your promotion is showing correctly on your account, JericoDM. We have sent you a Private Message to discuss this further. 

-Danielle

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the issue of the trade-in charge back was resolved. If others encounter similar problems with receiving a different trade-in value than expected, common factors include not meeting device requirements, submitting the trade-in outside the offer window, failing to meet plan requirements, a qualifying purchase not being identified, and/or system delays.

Our Trade-In FAQs can help with general guidance: https://www.verizon.com/trade-in/faq/

If you meet all eligibility requirements for your specific trade-in promotion and are still having issues, please contact us for support.

-Alex