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Verizon denied my device upgrade

Verizon denied my device upgrade due to "Phone did not have intact and functioning LCD screen, or the screen had cracks or breaks"

I've been using my phone with no screen problems for a few months before the upgrade.  I decided on an early upgrade because my wifi button was greyed out.  This only happened recently which is I why I upgraded.  I had no issues with the screen.

Does anyone know if I can dispute this?  I taken my original phone to a Verizon store and Apple, and both said I qualified for an upgrade.  

Please advise.  I was forced to sign another 2 year agreement which should be canceled due to this.  I will just go to spectrum, since they are offering me a better deal since I have cable with Spectru.