I am one of many who sent in a device, just to be told...
Despite my IMEI in the email matching the Pixel 6 I sent, the web page tracker showed I sent in a Pixel 1. I talked to 2 inept phone agents who were not skilled enough to resolve this matter. They stupidly kept asking for the UPS tracking # of the returned Pixel 6 I sent for the promo credit for my new phone, WHICH HAS NO BEARING because the tracking site shows VZW received the phone! Someone on your end likely made an administrative error and now for the past 3 months, my bill has been wrong.
To that end, I HAVE NO FAITH in anyone in VZW's Customer Service to fix this problem. It is THEFT to keep my Pixel 6 and not provide the agreed upon credit.
Thanks for reaching out but sorry to hear about the issue with the trade-in. I can understand your concern and want to help ensure you get exactly what is owed for your trade-in. Rest assured, we can get this all worked out. I just sent you a Private Note, where we can further discuss your account. Looking forward to hearing back.