Upgrade and rebate not honored

[BMQ1]

It was last year that I walked into  Verizon store shopping for a phone, I  was told that I was eligible   for an upgrade and  the $200 Rebate.. The phone I wanted was not available at that store so I opted to pick it up at another store. Prior to going I called to confirm the phone would be available. I was told it would be. Asking a few question I was told by the Verizon rep that I was getting the free upgrade and I should see the Rebate in the mail,  I  noticed on my  following  phone bill, I was  still charged for the new upgrade. I immediately called and was told (this was on a Thursday) by Monday the charge would be removed, as of today 9/8/2025 the charge is still on my account  and I have been paying for it to add I have not yet seen any Rebate.  I have been with Verizon since they were GTE!!! 

I have yet to see the Rebate and the  still  seeing the upgrade charge. I feel they were dishonest, just for the sale. To think after all the years of loyalty this is how Verizon treats their customers. 

Very disillusioned with them that they can't make things right. 

[vzw_customer_support]

Hello, BMQ1. My apologies to hear of this experience as we always want to honor any applicable rebates and/or promotions we offer. Please tell me more. What was the rebate/promotion in question? 

-Natasha

[SynthpopAddict]

If the store you purchased the new phone from was not a corporate Verizon store, they might not have been participating in the promotion you're asking about.  Or someone didn't enter the paperwork in properly, if it was a corporate store.  Hope you get it sorted.

[update] If this is an upgrade promotion, your old phone has to be shipped to Verizon as a trade-in using the shipping label associated with your order/promotion.  Processing of the trade-in can take a couple of billing cycles before the promotional credits begin getting applied, since the trade-in has to be confirmed as received.  With this being from last year, possibly the trade-in got lost, or was never processed by the receiving warehouse?  You will need the tracking number of the package for an investigation.

[vzw_customer_support]

We want to help with your rebate and upgrade. We want to make sure both of these issues are resolved ASAP and sent you a Private Message that will allow us to securely discuss your account. 

~Jesse