Verizon trade in promotion

[teelee650]

I am a Verizon customer of 15 years and have had a terrible experience recently. I was sold on a promotion to trade in our old devices (2x iPhone 12, 2x iPhone Xs) for 4x iPhone 14s. The promotion was that the trade-in values of all phones would equal the cost of each new phone ($800), which would result in no incremental monthly device charges. All went well and I received the trade-in shipping materials from Verizon. I sent each phone individually, as Verizon mailed me 4 different packages (rather than sending all 4 phones in one box). Here is where my problems start-

UPS tracking shows that all four devices were received by Verizon on the same day and time. Verizon assessed three of the four devices, and applied the promotional credits to my account. However, Verizon is saying that the last device has not been received, and therefore the promotional credits/values related to that line would be reversed. Note again that the UPS tracking number that Verizon provided shows that all packages were received by them. I have spoken to multiple support representatives by chat, phone, and in-person, and all have told me that this was a timing issue on their end, that the device in question actually was received, and that the promotional credit will be reflected as expected. Well, now its ~3 months from the order date and Verizon is trying to post-bill me for all promotional credits up to this point and begin charging me the monthly installment for the new phone. Essentially Verizon took my old phone and will not give me the credit promised for it. The messages I received said that the credits were being reversed because the device was not received, so this issue has nothing to do with the condition of the trade-in phone (which is in excellent condition anyway). I don't know who else I can reach out to to get this resolved. What consumer protection agencies can I take this up with? 

[vzw_customer_support]

Hello, teelee650, we can help you out with your trade-in concern. So we can best assist, we will be reaching out via Private Note.

-Lauren