On June 1, I initiated purchase of a new iPhone 12 based on an email promotion I got offering $700 trade-in value for even damaged phones. During a chat with a Verizon agent, it was confirmed that my Samsung Galaxy S9+ would qualify for this promo with a cracked back glass but otherwise in good working condition.
After initiating the trade and sending my phone off I heard absolutely nothing from Verizon. After a couple of weeks I called to check on it and was told the device was received and I would receive promo credit in the coming billing cycles.
Today, I went to check in on it and discovered that Verizon received my phone and assessed it at $41, rather than the $700 and has emailed me a gift card for $41. For starters, I never received the gift card, but I also dispute the assessed trade-in value and would like to initiate a promo correction application.
However, I have been on an insanely frustrating customer service chat with Verizon for more than an hour now, in which the agent keeps asking me the same questions over and over again and doesn't seem to understand what is going on.
if someone from the Verizon team could reach out to me and help, that would be great. Thank you!