I am beyond frustrated. My husband and I have been with Verizon for 18 years, we haven't had issues up to this point. I ordered 3 iphone 14 phones for our kids for Christmas on Black Friday that were free with upgrade. Two were delivered, one was stolen in shipping and we never received it. I opened a ticket with Verizon immediately (I received the box, but it had been opened and the phone was gone), and they opened a ticket to cancel the contract so we could reorder the phone. I asked several times if we would still get the promotional credit and was told yes, it could be manually applied. I called twice in December and was told it had been applied, but when I received the bill we were being charged for the phone on only his line. I called again in January and they said it had been applied, and that we would receive credit for what we had paid on the bill as a credit on the bill. I just looked at the February bill and the charge is still there for the phone. I cannot believe we are stuck paying $658 for a phone that was supposed to be free, the other two lines are receiving the credit. What can I do to get this resolved?
