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Can’t get my trade in promotion after 8 months

After 8 months of calling in and trying to get my trade in for my iPhone fixed I still haven’t been able to get Verizon to fix the issue. They were able to fix 2 of my trade ins but not 1 after calling in for months. I am assured it’ll hit my account after a month constantly but never get it on there. Is there anyone to contact via email or written method so a paper trail exists? Seems every time I call in I have to start over with the