Verizon, offered free iphone 15 but getting charged for it

[Hyalorbilia]

After months of problems with access to my account I received a promotional email with the subject title "Great news, (my name). We're giving you a monthly plan discount and a select phone on us. No trade-in. No plan change. Terms apply.  In bold print in the email is says, "Enjoy a $10/mo mobile plan discount for a year and iPhone 15 on us. No trade-in required and you can keep your current plan."

I called and asked to accept the offer. I was told that the phone would be financed for 3 years, and each month I would see a charge for $23 and a credit for $23. Instead, I being charged for the phone as if I opted to purchase it for full value.  The email is the only "proof" I have of this offer.  Does Verizon keep recordings of customer conversations?

[vzw_customer_support]

Hi, I want to make sure you get any promotions you're eligible for. Let's have a closer look at the device details. Please be on the lookout for a Private Message. 

-Melissa

[Hyalorbilia]

Thank you. I have sent the screenshot of the email that says, "iPhone15 on us, no trade-in required and you can keep your plan". The $10/month credit was applied, which is proof that I did make the call to redeem the offer.

[Hyalorbilia · Accepted solution]

A different social media representative was able to correct this problem.