I was told by customer service I could pay off my current phone and upgrade to a new device. I would be able to trade my old device in for 450 dollars. I asked several times if this was correct because in store they told me I had to open a new line to get this credit. The agent promised me several times it was correct and even verified it for me. After a 2 hour conversation, I upgrade my phone costing me hundreds of dollars in taxes, fees, etc... I got my new phone. I called back because I have not recieved my trade in box yet and was told that promo does not exis . I asked to please pull the recording of the phone call from aug 11th. This was something they dont do. I am very upset about this situation and want to get ahold of someone who has the power to fix it. When a verizon rep tells a customer something over and over again it should be honored by verizon regardless.
Was your conversation on the phone or on chat? With chat, you receive an email with a copy of your entire conversation and any statements/promises made by Verizon.
Recently I had a similar experience, but luckily I had my conversation in chat, thus it was 'recorded'. I was promised trade-in and an additional $300 discount on my new phone upgrade. After receiving my new phone, I did receive my trade-in, but no discount. Numerous chats with Verizon kept producing the same results, Vz telling me I was not eligilble.
I contact BBB on a Saturday morning and Monday morning, Vz called me and assured me that I would get the discount. I am now receiving my discount and trade-in value as promised.
Good luck and do pursue this.