New holiday package complaint

I have been a Verizon customer for as long as I can remember and sighed up for all the promos.  Tried to sign up for the most recent Holiday package and was told that I am not eligable for the prepaid Visa because I am not a new customer.  Nowhere on any advertisement does it say that.  They just said sorry not going to happen.  Does seem to be a bit of false advertisement.  Need to brig this up to BBB.