Early Upgrade Promo

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I got an email from verizon saying:

Congrats! You’re upgrade eligible.

Now that your current device is at least 50% paid off, we’ll pay off your balance and you can upgrade early. Return your current iPhone and get up to $415 toward a new iPhone 15.

I went to my local verizon store and traded in my phone, which was in great condition and the employee said there was nothing wrong with it.  

I got my upgrade, but my account shows that no credit is going towards my new phone.  I went back to the store to ask why, and they said that nothing goes towards the new phone.  Do i contact customer service about this issue?  I feel like ive been swindled.