BYOD Issue

I just got a received a message indicating that my BYOD rebate was invalid for the following reason.

Your purchase was not from a participating location.
I switched to Verizon online so I don't know what this means.
When I chatted with a representative I was asked if I switched my device and I did with another unlocked phone. That is the reason I was told by the representative.
On the website where I made the switch it says the following for term and conditions.
$500 via Verizon e-gift card (sent w/in 8 wks). Port-in and activation of 4G LTE/5G phone on select Unlimited plans req’d. Line must remain active for 45 days. $500 charge back if service cancelled w/in 12 mos or eligibility req’s are no longer met. See for details. Promo Code: 500BYOD2021
It says the line must remain active, and not device. So I am confused where does it say that the device must remain active for 45 days?
Re: BYOD Issue
Customer Service Rep

We want to make sure this is properly resolved, we have sent you a private note, please continue the conversation on that platform. ~Pam

Re: BYOD Issue
Enthusiast - Level 2

Did they take care of you? I'm having the same problem. They denied my rebates too for the same reason.