Missing phone at warehouse

[Jsolomon]

I have not been getting a promotional discount on my bill (since September 2021) because the say they have not received my trade in. I sent 2 phones in 1 box. They received 1 phone and not the other is 1 story I'm hearing. Then Brian, from Verizon Financial Services, says they DO have the "missing phone" but, can't give me the promotion because there was no promotion at the time. The retail store lured me in to a false promotion it sounds like. If I will not be reimbursed or receive the promotional rate I was promised then I would like my phone back that was sent in. It is not property of Verizon since there was apparently no promotion going at the time,  so therefore no transaction for that particular phone can be completed. I will be switching carriers because of this.